Job Openings at mDoc Healthcare

The Position

• We are currently looking for a rock star Customer Success Specialist to join our team based at our headquarters in Lagos.
• In this full-time shift position, you will be a part of the team cohort supporting the customer relations and product distribution of mDoc's services and products.  You must enjoy the use of social media to market and drive customer traffic.
• We are looking for a Customer Success Specialist who loves teamwork and delighting potential and existing members with an "anything it takes" mentality.
• You will be responsible for general inbound and outbound customer support, troubleshooting, end-user training, product sales and distribution,  and above all, clearly communicating company updates and feature releases to our customers.
• This person will have the ability to learn all phases of the software platform and products and convey their use and value to our B2B and B2C members. 
• Along with the mDoc team, you will cultivate an environment reflecting the values of mDoc  Healthcare, including integrity, empathy, quality, and respect for our members and team members.
• Providing optimal member-centred care and experience is of critical importance to mDoc so we are looking for people who embody this in mind and action.
• You must be data-driven or willing to be data-driven such that you are tracking, looking constantly at your member's needs,  responding to them and also looking at customer experience and sales data and coming up with ideas on how to drive continued engagement and adherence.

Responsibilities
The Customer Success Specialist will:

• Process and always resolve outgoing and incoming chats/calls/emails and issues in a  professional enthusiastic manner - related to all four pillars of the mDoc approach as well as product sales.
• Digitally document all interactions with members in a clear and detailed manner and communicate with the relevant internal teams.
• Escalate/resolve reported issues using appropriate company tools and procedures
• Create and implement strategically sound business plans and tactical strategies to drive service and product sales growth.
• Manage daily sales call activity according to defined expectations, with the purpose of  influencing customers and increasing product sales
• Promote products via multiple channels.
• Profile and manage a list of HCP targets and provide value-added benefits to grow product volume.
• Maintain call productivity and metrics that are required by the program.
• Maintain thorough knowledge of our products and services.
• Create and update support and training materials for existing services and products and for new feature releases working closely with the comms team where needed
• Champion miscellaneous projects and other related assignments as requested.
•  Work to help customers find creative, effective ways to utilize the product to enhance their self-care processes.
• Work to mitigate any friction points in the user experience in a collaborative effort between the implementation, product and success teams.

Qualifications

• University Degree
• Minimum of 2 years of professional experience in training or customer service roles in the healthcare industry.
• We are looking for self-disciplined, flexible customer success specialists who are willing to join and contribute to a fast-paced entrepreneurial environment.
• Candidates must reside in Lagos and be able to commute daily to our Lekki office. This role will include work on Saturdays at the office/hub in Lekki so ideally, you live closer to this area.
• Happy, enthusiastic, empathetic and patient, problem-solving specialists with a strong work ethic only. If you complain a lot or are someone who has been told you have an attitude or you don't believe the principle of the customer is always right, then this role is not for you. If you do not like social media, this role is not for you.
• Highly detail-oriented, proactive and self-disciplined, providing prompt follow-up to all customer inquiries.
• Proven track record in consistently meeting and exceeding customer satisfaction at previous jobs.
• Entrepreneurial-minded strategic thinker with a passion to work for a fast-paced and game-changing digital health startup to improve self-care;
• Excellent verbal and written communication skills
• Tech-savvy in general with a good understanding of web and mobile technologies

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Job Summary

• The person filling this position is a critical anchor to driving the success of our company.

The Position

• We need knowledgeable and dynamic problem-solvers to be part of the firm through its next stage of development.
• As Senior Manager, People, you will lead our transformation efforts across our People portfolio to design and implement mDoc Human Resource policies, practices, initiatives, and programs that ensure we build and sustain a psychologically safe, growth and learning-oriented environment where staff and company thrive.
• You are a strong leader, with integrity who will be responsible for crafting and deployment of people-based policies, including tools that enable our team to effectively manage and deliver on critical milestones and work in concert with the leadership and management team to contribute to accelerating our growth.
• Since this is a digital company, you will be expected to learn and become an expert and role model in the use of technology for project management, delivery and oversight.
• We are looking for real problem-solvers, who actively work to figure out solutions. We are looking for communicators who understand the value of communication and pushing on behalf of the company.

Responsibilities
People and General Operations:

• Lead development and implementation of people-centred strategies aligned with mDoc's vision, mission, culture, core values, competencies and behaviours as we move towards geographical expansion and accelerated growth.
• Work closely with the leadership team to develop and monitor new organizational design systems and processes aligned with mDoc's growth and impact plans.
• Lead, manage, and execute organisational design efforts and help to create and execute a talent management strategy across business lines and help to lead change management projects. Drive all hiring, onboarding and retention efforts, end to end.
• Ensure the organizational structure for the business is deployed efficiently and effectively to optimize the startup organization
• Oversee execution of office and hub renovations to align with our people strategies.
• Identify opportunities to architect effective and dynamic organizational designs and development interventions, promoting efficiency and team engagement. Develop meaningful and diverse succession plans.
• Develop recommendations for organizational design and effectiveness to support scale
• Drive people processes aligned with geographic expansion and oversee alignment across teams working on the same mission across multiple geographies.
• Act as key contact for employee concerns and compliance-related issues.
• Harness data analytics and trained capabilities to predict opportunities and proactively design solutions and programs to optimize outcomes.
• Lead employee wellness initiatives.
• Utilize data and technology to support strategy and harness measures to track team engagement, performance, and retention
• Be experienced working with diverse teams in order to build an environment that promotes equity
• Proactively support and help to drive the startup operational structures required so that mDoc is functioning optimally from a regulatory and financial perspective.
• Actively analyze business analytics to advise organizational priorities and decision-making pertaining to staffing, business development, and revenue growth
• Leverage in-house tools to facilitate KPI and performance management process amongst team
• Facilitate weekly staff meetings. Leverage Jira for meeting notes, owner assignments and timelines.
• Oversee refinement and implementation of HR policies, procedures, and guidelines. These will include topics such as health and safety, data protection, and security, onboarding, and Help to research and develop where nonexistent
• Work to ensure that the program staff and consultants adhere to these policies, procedures and guidelines and surface any challenges or barriers
• Help to develop recognition and rewards for staff
• Support the cultivation of the culture of lean and continuous improvement within the team, engaging them to be an active part of the company's evolution

Requirements

• Bachelor's Degree in Operations, Human Resources, Management, Business, etc required
• Masters's Degree preferred
• Over 7 years of experience in an HR or operations role
• Experience with technology tools for HR, Operations or Project Management
• A problem-solving way of thinking. We are looking for you to come with the ability to solve problems.
• Experience and understanding of health and healthcare
• Exceptional communication, presentation and organizational skills.
• Experience in using technology platforms for project planning.
• Comfort in working with a global team and in a startup environment.
• A recognition that mDoc is an early-stage startup so we work around the clock and are looking for you to work quickly and efficiently.
• A willingness to work super hard and problem-solve as a collective.

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Location: Lagos, Nigeria preferred but will consider Abuja.

The Position

• In this position, you will help build moc's brand awareness by managing our marketing and communications initiatives and bringing mDoc messaging to life through external and internal means.
• You will co-create messaging, develop campaigns, and actively drive customer engagement across all segments. You will be expected to gain a deep understanding of customer experience, identify product gaps and generate new ideas that grow market share, improve customer experience and drive growth.
• You will  also be expected to create buy-in for the product vision both internally and with key external partners
• Customer engagement is key to driving impact and you will work closely with end-users, designers,  clinical and care teams and the developers to create messaging that is meaningful to our internal and external customers.
• mDoc is a start-up company which requires that this role is filled by someone who is entrepreneurial, ambitious, strategic and understands what client-centred execution entails.
• You will leverage multiple social channels to reach our various audiences to communicate our messaging and will be responsive to analyzing the effectiveness of the messaging and the channels.  
• You will support the Comms and Marketing Manager to develop and evaluate promotional plans for product launches to ensure that they are consistent with product line strategy and that the message is effectively conveyed, using user-centred design principles.
• Given we have several external events, you will work closely with the team and participate in these events to capture the work, understand our different audience segments and optimize our messaging.
• This role transcends social media and requires a business-minded individual who is willing to work with the Growth Manager and the clinical teams to help strategize, launch, and evaluate marketing campaigns using a variety of platforms.

Responsibilities

• Work closely with mDoc and Marketing leadership to create and execute marketing and communications plans and policies, this includes overall internal and external communication and marketing strategy including social media (inclusive of Twitter, IG,  Facebook, and LinkedIn) and outreach campaigns, newsletters, blogs, emails and editorial calendar as well as research-based presentations and publications.  
• Develop brand guidelines and train the internal staff on how to communicate mDoc's brand in a consistent manner.
• Expand and manage mDoc's digital media presence
• Work closely with team members to co-create reports, decks and digital content to engage audience segments and drive measurable action.
• Develop a calendar with a detailed implementation plan of the strategy and specific rollout dates of the products.
• Liaise with external designers, consultants, influencers and marketing firms to deliver on larger  campaigns and initiatives and support dissemination of virtual events and more
• Support development of content for member education in different formats.
• Test the impact of different strategies on member engagement and experience
• Manage mDoc's segmented contact lists
• Cultivate relationships with key media outlets

Requirements

• Bachelor's Degree in Communications, Public Affairs, Journalism, Literature and/or Marketing or Health required.
• Master's degree preferred
• Experience and understanding of health and healthcare
• Demonstrated experience in a similar role for a minimum of five years
• Exceptional communication, presentation and organizational skills
• Great proven writing and editing skills and story-telling. Graphic design skills and social media analytics tools would be a plus.
• Experience in using web/CRM software, social media platforms, and social media management tools.
• Ability to conceptualize and execute social briefs on tight timelines, and juggle competing priorities.
• Comfort in working with a global team and in a startup environment.
• A recognition that mDoc is an early-stage startup so we work around the clock and are looking for you to work quickly and efficiently.
• A willingness to work super hard and problem-solve as a collective.

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The Position

• In this position, you will function as an experienced, extremely detail-oriented administrative professional and will work closely with our founders.
• As Executive Assistant to the CEO, you will provide administrative and operational support to our CEO. This role involves heavy collaboration with the founders.
• This role focuses on administrative support, external event coordination, project management,  and operations.
• Along with the mDoc leadership team, you will cultivate an environment reflecting the values of mDoc Healthcare, including respect for our members and team members.
• You must be data-driven or willing to be data-driven.
• Given we are a technology firm; you will use digital tools to work plan, manage project track, predict our success as well as manage our members and customers.
• Also,  given that mDoc is a startup, there will likely be some fluidity in responsibilities.

Responsibilities
The Executive Assistant will:

• Assist in the implementation of project activities in accordance with the work plan.
• Use Jira and other technology tools to proactively manage the team's complex plans
• Analyze and work to deeply understand the CEO and founders' goals, and protect their time accordingly.
• Manage active calendars, coordinate internal and external meetings, prepare agendas, take notes, and track follow-up action items.
• Communicate directly, on behalf of the CEO and executive team, with external and internal stakeholders. Proactively manage the calendar to ensure that the CEO is more responsive,
• Prioritize conflicting requests and needs and handle matters proactively, swiftly, and to completion while meeting deadlines.
• Manage the coordination and logistics of recruiting searches.
• Assist the CEO with ad hoc projects as needed, including the coordination of team activities.
• Arrange complex and detailed domestic and international travel plans and itineraries.
• You will also coordinate agendas and compile documents for travel-related meetings, and be proactive in understanding if there are any pre/post-travel and pre/post-meeting requirements that need to be done.
• Apply confidentiality to all the CEO's work
• Provide operational support for the CEO's initiatives
• You will be the difference between new ideas and projects being realized, or put off.
• Work with the CEO and others inside and outside of the organization to make sure strategies are made.

Requirements

• Bachelor's Degree required
• Master's Degree preferred
• Interest or experience in health preferred.
• Excellent problem solving, communication and "person-centred" skills
• High level of organizational management capability and prioritization as well as the ability to break the  'big picture' into step-wise different pieces.
• Proficiency in Microsoft Office applications especially Excel, PowerPoint, and Microsoft word.
• Ability to establish and maintain effective and healthy working relationships with co-workers, managers and clients.
• The ability to perform several tasks simultaneously to meet deadlines is necessary with high attention to  detail
• Demonstrates ability to work with confidential and sensitive data and experience with technology tools including Asana or Trello or Jira.
• The goal for this role is to do whatever it takes to keep our CEO laser-focused on company growth by removing and unblocking any distractions. As such, this role involves heavy collaboration with the founders but also requires an ownership mindset.
• Extreme attention to detail: You're extremely organized and consistently notice, track and remember details.
• You must be a proactive problem solver. Identify things that need to be done and resolve them without being told to.
• Be a fast learner with an action-oriented mindset to unblock any challenge that comes up.
• Passionate and hungry: willing to hustle, and do whatever it takes to get tasks done.
• End-to-end ownership: You're able to initiate complex, high-level, multi-phase tasks and see them through to completion with minimal assistance.
• You have strong verbal and written communication skills.
• You've provided administrative and logistical support for startup founders, leadership or executives.
• You're enthusiastic and eager to help wherever you can.
• You have expertise with Google tools and MS Office.
• You're fluent with the internet and internet culture, likely to and able to research anything effectively online.
• You're also a daily user of mobile software & apps.