Fresh Jobs at Cedarcrest Hospitals Ltd

PURPOSE OF THE ROLE

The Client Services Manager oversees all aspects of the client service department, including managing and coaching their team, developing new strategies, and ensuring that clients receive exceptional service at every touch point within the hospital. Maintaining current clients and growing our customer base, keeping accurate correspondence records, meeting regularly with management, updating client details, developing customer service policies, training junior client services agents, and recommending different product options to clients.

KEY PERFORMANCE AREAS

• Effective monitoring to ensure that HMO’s patients access care that are within their insurance coverage.
• Ensuring that treatments and patients’ case notes are properly documented.
• Monthly and yearly reconciliation of outstanding bills with corporate organizations.
• Examine patients’ case notes to verify the treatments that they are able to access.
• Explain benefits, eligibility status, enrollment processing procedures and status of authorizations and referrals to patients/clients/corporate organizations.
• Ensure and maintain accurate documentations for all HMO patients/clients.
• Respond to all HMO patients’/clients’ inquiries and handle complaints accordingly.
• Interface with corporate organizations via correspondences, emails and physical negotiations.
• Liaising with all clients (private, family, corporate, state/LG etc) of the organizations.   
• Analyze and resolve service issues promptly.
• Notify the HM of complex client issues for prompt resolution.
• Work in compliance with company policies and procedures.
• Identify and strategize on new business opportunities with clients.
• Develop process improvements to enhance service efficiency and effectiveness.
• Provide support in new product development and enhancement activities.
• Provide assistance to less experienced staff when needed.
• Preparing weekly, monthly, quarterly, half yearly and annual reports for client relations and such other report as may be required by the HM or management.
• Provide client support services in accurate and timely fashion
• Attending to official mails promptly.
• Maintaining an up to date list of corporate organizations and monitoring their contracts.
• Receiving complaints from all clients of the organizations and ensuring they are resolved timeously.
• Ensuring that surgery and non-surgery approvals /patient discharges are obtained timeously.
• Ensure that patients are cleared by the responsible units before surgery.
• rrange Logistics for out of state corporate clients e.g. pick up from airport, Hotel accommodation or ward accommodation.
• Ensuring medical reports and bills are sent as, at and when due/necessary.
• Facilitate effective communication between the hospital and other organizations/clients
• Keeping record of specific relationship pattern with our corporate clients.
• Handling other customer service related matters.
• Administration of medical retainership contracts with other organizations.
• Perform any other task that may be assigned to you.

EDUCATION, CERTIFICATION AND EXPERIENCE REQUIREMENTS

• Bachelor's Degree or HND in Mass Communication, Secretarial study or related field.
• 5+ years plus experience.
• Nysc discharged certificate
• 2+ years proven work experience as a HMO medical officer or similar role
• Familiarity with office machines (e.g. fax, printer etc.)
• Knowledge of administrative procedures
• Proficient in English (oral and written)
• Excellent knowledge of MS Office (especially Excel and Word)
• Strong communication and people skills
• Good organizational and multi-tasking abilities
• Problem-solving skills
• Customer service orientation.

PROFILE REQUIREMENTS

• Strong verbal and written communications skills.
• High attention to details
• Excellent interpersonal skills.
• Analytical and problem-solving ability
• Persistence and the ability to influence others
• A strategic approach to work

EDUCATION, CERTIFICATION AND EXPERIENCE REQUIREMENTS

• Bachelor's Degree or HND in Mass Communication, Secretarial study or related field.
• 5+ years plus experience.
• Nysc discharged certificate
• 2+ years proven work experience as a HMO medical officer or similar role
• Familiarity with office machines (e.g. fax, printer etc.)
• Knowledge of administrative procedures
• Proficient in English (oral and written)
• Excellent knowledge of MS Office (especially Excel and Word)
• Strong communication and people skills
• Good organizational and multi-tasking abilities
• Problem-solving skills
• Customer service orientation.

PROFILE REQUIREMENTS

• Strong verbal and written communications skills.
• High attention to details
• Excellent interpersonal skills.
• Analytical and problem-solving ability
• Persistence and the ability to influence others
• A strategic approach to work

go to method of application »

Cedarcrest Hospitals Limited was founded in Abuja in January, 2008. The hospital started as a mono specialty centre and was formerly known as  Cedarcrest Orthopaedic Clinics Ltd. Within a few years the hospital expanded its scope of services and has become a leading private multispecialty hospital. The core vision of the organisation is to provide world class specialist healthcare services to patients in Nigeria and the West African sub region.

Location: Victoria Island, Lagos

Reporting to the Client Services Manager, the Front Desk Officer is responsible for basic clerical tasks such as answering phones, greeting patients and visitors, and scheduling patients appointments in a professional and timely manner.

The front desk officer will also provide the required paperwork to be completed by patients as well as the entering of patient details into the hospital’s database.

Responsibilities

• Welcome, register guests/patients and attend to them in a prompt and timely manner
• Log all registrations for the day into Microsoft Access for backup
• Answers the phone while maintaining a polite, consistent phone manner using proper telephone etiquette.
• Pre-admits patients by receiving bookings from physicians; confirming admitting privileges of physicians; interviewing patients; entering patient information to hospitals database.
• Ensures patient’s arrival to hospital room or testing area by assigning patient beds; notifying nursing unit of patient’s arrival; calling volunteer to transport the patient to the assigned area.
• Receives incoming communiques and forward to their relevant departments.
• Provides information to the public by answering admitting procedure, hospital regulation and service inquiries of patients and the public; referring inquiries.
• Facilitates patient flow by notifying the provider of patients’ arrival, being aware of delays, and communicating with patients and clinical staff
• The front desk staff answers all calls, take appointments, screen calls and forward to the appropriate department or unit.
• The front desk staff on duty has to be extra vigilant, report suspicious movement and should always do a 30min interval security check that has to be reported in the security checkbook.
• Getting clearance and authorization for HMO enrolees accessing care after 5pm daily and at weekends when the desk officer is off duty.
• Clear corporate patients to access care by collecting a referral letter monthly where applicable.
• Give credit limit to outpatients or staff when the credit limit officer is unavailable.
• Make a list of consumables/items needed in the unit that is unavailable during your shift and handover to the next shift.
• Ensure persons accompanying emergency patients to the hospital are well guided, monitored and looked after.
• Do a check list of all unit equipment. Report any equipment issues or service downtime to the Maintenance and IT unit.
• Ensure all persons not required to be in the hospital leave the building by 12 midnight.
• Comprehensive report sent at the end of the shift including logging all incidents that happen within the unit and its environs.
• The front desk staff is to carry out all other duties as assigned to him/her including listing on-duty hospital staff.

Qualifications

• Bachelor's Degree or its equivalent
• One to three years of experience
• Proficient with Healthcare Management Systems and Microsoft Office Suite
• Experience working in a hospital is an added advantage
• Face to face experience with customers
• Outstanding communication skills, both written and verbal
• Excellent organizational and multi-tasking skills
• Highly motivated team player willing to go the extra mile.
• Special Conditions
• Employment is contingent on passing a medical screening conducted by the hospital
• Employee will be subject to various testing including but not limited to drug and medical testing throughout the tenure of their employment
• Knowledge of workflow processes.