Service Delivery Manager - Healthcare (Lagos) at Cliqe Solutions Limited

Role Overview:

We are seeking a highly motivated and experienced Service Delivery Manager to join our team. This role will oversee the day-to-day operations of our service delivery, focusing on ensuring exceptional service to our clients and the smooth running of operations. This is a permanent position directly employed by the company.

Key Responsibilities:

• Service Delivery Management: Oversee and manage the end-to-end service delivery process to ensure client satisfaction and adherence to service level agreements (SLAs).
• Account Management: Manage client accounts and billing processes, including invoicing and payment collection.
• Compliance: Ensure all operations comply with regulatory requirements and industry standards, maintaining thorough and up-to-date records.
• Client Relationship Management: Build and maintain strong relationships with clients, serving as the primary point of contact and promptly addressing inquiries, concerns, or complaints with professionalism and empathy.
• Policy Development: Develop and implement service delivery policies and procedures to enhance client satisfaction and retention.
• Quality Assurance: Conduct regular quality assurance checks to ensure compliance with regulatory standards and best practices in home care.
• Staff Coordination: Coordinate staffing solutions for care homes, ensuring adequate coverage and addressing any staffing issues or concerns.
• Account Management: Manage client accounts and billing processes, including invoicing and payment collection.
• Performance Reporting: Prepare regular reports on key performance indicators, such as client satisfaction scores, service delivery metrics, and staffing levels.
• Cross-Department Collaboration: Collaborate with other departments, such as human resources and operations, to support overall business objectives.
• Staff Training: Facilitate staff training and development initiatives to ensure high-quality service delivery and foster a positive work environment.

Qualifications:

• Previous experience in a service delivery or customer service management role, preferably within the hospitals, healthcare or social services industry.
• Degree in Microbiology, Chemistry, Biochemistry and other healthcare related courses.
• Excellent communication and interpersonal skills, with the ability to handle sensitive situations and maintain confidentiality.
• Strong organizational and problem-solving abilities, with meticulous attention to detail.
• Proficiency in relevant software applications, such as CRM, electronic health records systems and Microsoft Office Suite.
• Familiarity with regulatory standards and best practices in home care services.
• Ability to thrive in a fast-paced environment, both independently and as part of a team.
• Compassionate and empathetic demeanour, with a genuine commitment to improving the lives of our clients and their families.

Why Join Us:

• Opportunity to work with a reputable and growing conglomerate.
• Competitive salary package with performance-based incentives.
• Comprehensive benefits package.
• Dynamic and collaborative work environment with opportunities for career advancement.
• Chance to make a significant impact and contribute to the success of Justintime Healthcare

Join Justintime Healthcare and play a vital role in ensuring the satisfaction and wellbeing of our clients while contributing to the success of our home care, care home staffing and Individuals care. If you have the skills and experience to excel in this position, we want to hear from you!

Note: Only shortlisted candidates will be contacted for further evaluation. Justintime Healthcare is an equal opportunity employer and welcomes applications from individuals of all backgrounds and abilities.