Senior Admin Customer Service & Operations at Intersect Consortium

Job Description
Admin:

• Train and supervise administrative employee and assist the HR team as needed
• Ensure that the implementation of best practices and procedures are employed in the execution of customer service, documentation and internal processes to assure a safe work place and living environment for employees, in-patient, and visitors
• Provide weekly reports to the CEO on the following; enquiry log, feedback and service delivery, complaints, Bed Occupancy and other relevant decision making indices
• Oversee the implementation of programs and policies for patient services, quality assurance, and other department activities.
• Overseeing day-to-day activities of lead cook, operation officer and head of driver in various centers
• Frequent snap check of inventory of office and kitchen supplies
• Supervises, directs, and evaluates assigned employees, processing employee concerns and counseling, disciplining, and completing employee performance appraisals.
• Participates as a member of the hiring team for Administrative employees; coordinates and approves time off and scheduling; evaluates skills and abilities; coordinates training and develops a professional growth curriculum for the admin employees.

Customer Service:

• Receiving customer requests, calls, emails etc at the head office at the same time provide supervision for the centres
• Verify to ensure patients contact records are up to date
• Assist in training of new staff
• Lead monthly meeting of all Admin officers and ensure action points are achieved within time frame
• Continuously develop and improve on Intersects Customer Service Manual and policies to improve customer service delivery.
• Check centre calendar to ensure centre meetings hold and action points followed up.
• Check that all discharged patients are properly followed up by primary Clinicians.
• Follow up with patients for feedback on experience
• Ensure inquiries via live chat are responded to promptly by picking up the enquiry, passing it to the relevant officer and following up to ensure patient is satisfactorily attended to.
• Drive inquiry conversion rate across centers.
• Take enquiries from patients or their relatives with regards to our services, prices and operations either via telephone or in person
• Focus on providing exceptional services resulting in customer satisfaction
• Receive, dispatch and disseminate official correspondence to relevant officers
• Ensure effective planning and execution of operations, reducing waste and ensuring optimized use of resources.
• Comply with and maintain knowledge of company’s policies on dressing, attendance, computer usage, security, and confidentiality
• Ensure proper filling and documentation.

Operations:

• Vendor Management - managing relationships with vendors and ensuring quality control of purchases.
• Supply chain management- manage deliveries within and outside Abuja, ensure best practice of process is employed.
• Create supply chain management strategies that increase efficiency and speed
• Collaborate with other departments to identify vulnerabilities and close operational gaps

Facility Management:

• Coordinate repairs and monitor performance of vehicles, generators etc
• Maintain adequate parts inventory and order items as necessary
• Oversee and supervise team of maintenance technicians
• Execute equipment audits and record-taking policies
• Ensure compliance with all safety and security protocols
• Negotiating contracts and agreements with vendors along with purchasing officers
• Overseeing day-to-day activities of operation officers and drivers in various centers
• Makes environmental rounds to assess facility needs
• Visiting centers within catchment area (Abuja) to gain first experience of service delivery and daily activities.
• Implement safety programs and ensure compliance with all safety policies
• Manage and direct operations team to achieve business targets.
• Assist in developing or updating standard operating procedures for all business operational activities.

Qualifications, Skills and Experience

• First Degree in any relevant course.
• An Msc relevant to social science will be an added advantage
• Minimum of 3 year’s experience in Admin/customer service and operation
• Excellent communication, interpersonal and presentation skills
• Outstanding analytical, records management and problem-solving abilities
• Excellent organizational, corporate communication and time management skills
• Superior quantitative and qualitative analytical skills
• Problem solver able to keep calm and efficient under pressure and in crisis