MedAssist Product Manager / Operation at Murtala Muhammed Foundation

Reports to: Head Resource Mobilization / Head of Operations

Position Summary

• The responsibilities of MedAssist Operations personnel is to manage and coordinate the people, process, product and innovation of the MedAssist Program.
• The candidate is to drive the entirety of the MedAssist initiative, handling it as business enterprise/profit venture, overseeing activities of all medical practitioners and doctors (Full time & Volunteers) on the MedAssist telemedicine program, while ensuring compassionate, effective and efficient delivery of high quality service to all stakeholders.

Job Description
Sales/Business Development:

• Design and implement business plans and strategies to promote the attainment of set goals
• Seek and drive funding strategies, new business opportunities and marketing initiatives, contact potential clients for MedAssist
• Set and exceed yearly and monthly sales target for MedAssist
• Continuous work with management on the strategy and expansion of MedAssist
• Overall Coordination, supervision management of MedAssist
• Build expansion plan, strategy and design for the MedAssist Initiative.
• Research the market trends to identify the customer demand for MedAssist product.
• Support management in contract development, customer negotiations and product enhancements.
• Coordinate with management to review and improve current relevant business development activities.

Operations / Administration:

• Establish and manage daily activities of clinical team members and operations that support and implement the MedAssist Initiative.
• Establish monthly deliverables and work schedules with the call centre supervisor and the clinical team.
• Comprehensive understanding of the process workflow, scripts and standard operating procedure (SOP) and also ensure compliance by all medical practitioners as well as train them on it.
• Ensure clinical policies and procedures comply with current state and federal regulation and also create processes on how the team can be coordinated and the project executed successfully.
• Monitor inbound and outbound call and emails responses to assess agent’s demeanour, customer service performance, and conformity to training manuals and procedures.
• Regular review of script for the medical practitioners on the system in line with stipulated medical protocol as they emerge.
• In charge of recruitment and onboarding of new volunteers and clinical team members
• Responsible for the development and continuous training of the clinical team on the program.
• Monitor daily performance of clinical team members to ensure duties are completed accurately, efficiently and timely.
• Evaluate performance of clinical team members and conduct verbal and written performance evaluations at least weekly in the first month and discretionary moving forward.
• Preparing reports and analyzing data to improve processes, ensure resources are properly allocated, and maximize efficiency and customer satisfaction.
• Manage procurement, logistics, workflow management and propose solution to improve procedures
• Any other assigned task.

Job Qualifications / Skills

• Master's in Business Management or an MBA, Information Technology & Sales, Marketing and Business Development, Medical MBA or any related course.
• Minimum of 3 years working experience as a Business Manager in a startup or similar position
• Proven and quantifiable experience in business growth and development, business acumen, marketing and sales experience.
• I.T Savvy and ability to understand technology and work with different software
• Initiative and negotiation skills
• Experience in TeleMedicine/Call centre or customer care will be a plus
• Good Administrative, planning and presentation skills
• Excellent written, oral and communication skills
• Fluency in a language.