Patient Experience Team Lead at NSIA-LUTH Cancer Center (NLCC)

Location: Lagos (Mainland – Surulere)

Job Scope

• The Patient Experience Team Lead will provide administrative/customer relations oversight support functions to the centre.
• She/He will be responsible for supporting the Clinic in the general organization and administration of the clinic.

 Job Responsibilities

Patient and Client Services/ Clinical support:

• Monitoring and supervision of the daily flow of activities at the Front Desk.
• Managing traffic at the reception area to ensure smooth and seamless operations.
• Supervising the porters/clinic assistants and ensuring they are at their duty posts and performing optimally.
• Liaising with specialist consultants to organize their consultation appointments between the front desk officers, the consultant, and the patients.
• Liaising with the finance department to ensure specialist consultant invoices are properly processed.
• Reaching out to referring doctors/hospitals via mail about their patients.
• Working with the front desk to quickly escalate and resolve complex patient concerns and reduce wait time
• Patient follow-up/check-in after first visits.
• Collating, analyzing, and preparing Clinical Services data for weekly, monthly, and quarterly reports.
• Ensure the orderliness of patients at the entrance and resumption areas of the center.
• Working with the Front desk team, compile weekly updates of operations at the center for management meetings.
• Initiating MISP applications and managing the application process from start to finish (beginning of patient’s treatment).

General Office Administration:

• Supervision of the administration of the clinic including Housekeeping and facility maintenance and management.
• Support the Chief Clinical Coordinator in the documentation of all incidences at the center and other administrative duties so assigned. 

 Job Requirements

• A Medical or Nursing Degree is an advantage but not compulsory
• 3-5 years relevant experience at similar job functions in a Hospital/Clinical setting.
• Have a good knowledge of office operations and general operations.
• Must have worked in a Customer Service Supervisory role
• Must be Computer literate (Ms. Office tools),
• Must have Excellent communication skills (Oral and written).
• Competency in the use of Customer-service software is desirable.
• In addition to the above, the suitable candidate must possess:
• Drive - ambitious self-starter with a strong work ethic and can carry the responsibility of all financial operations and strategy.
• Highly numerate and analytical
• Ability to work on own initiative and as part of a team.
• Ability to work with little or no supervision.
• Ability to multi-task
• Demonstrate professionalism towards sensitive and confidential information.
• Communication channels - very strong communication, organizational, and presentation skills (both internally, and to vendors and customers).