Jobs at EHA Clinics

Mission Objective 

• The Client Relations department is on a mission to incorporate the principle of total quality to help customers and partners find the right services or products that meet their needs; ensure they are well served, have a great experience and exceed their expectations for a continuous patronage.
• The Senior Officer,Client Engagement  will assist the Client Relations Department in creating and developing long-term relationships with customers that will ensure retention, loyalty and generate revenue.
• The Client engagement Associate will be required to ensure customer conversions and retention.
• The Client engagement Associate should be an excellent communicator who is able to grasp customer needs and determine ways to fulfil them.
• The goal of the Client engagement Associate will be to help the clinic safeguard our revenue and increase the number of our customers and retain them.

Duties and Responsibilities
Purpose:

• Diligently promote, follow up, close sales/deals, up-sell or cross-sell services and products. Promoting, following up, and closing sales/deals Work diligently to meet sales and revenue targets.
• Creating plans to identify and address clients’ business needs Follow up on customers’ complaints and develop action plans to meet the identified needs, while liaising with concerned units for corrective action where necessary. Studying competition to retain customers Inform:

Engagement:

• Collaborating with internal teams to address customer needs Ensuring service delivery meets agreed service level agreements and diagnosing and improving service delivery Optimizing customer lifecycle and enhancing effectiveness through technology
• Collaborate with internal teams (e.g. sales, engineers, senior management) to address customers’ needs. Work with the Client Relations Manager, on optimizing customer lifecycle.
• Collecting client feedback and acting as a point of contact for complaints Continuously seeking ways to improve conversion, processes, and activities Act as point of contact for complaints and escalate complaints and/or feedback to the relevant departments promptly

Delivery:

• Ensuring adherence to contract terms and meeting sales and revenue targets
• Establishing productive relationships with prospects in assigned sectors Ensure both EHA Clinics and our clients adhere to contract terms. Assist in diagnosing service delivery problems and initiate actions to improve levels of service. Assist in enhancing effectiveness and efficiency through tech

Requirements
Targeted Specialized Knowledge:

• Minimum of Bachelor's Degree in Marketing, Business Administration, or related field.
• Minimum of 1 year of proven post NYSC-related experience as a Business Development Executive, Marketing Executive, Customer Success Officer or Client Service Officer.
• Experience in the healthcare industry or pharmaceutical distribution industry will be a strong advantage.
• Proven track record of meeting and exceeding targets.
• Background in customer service, sales and marketing. Completion of compulsory National Youth Service Corps (NYSC) or exemption.

Key Areas of Note 

• Keep up to date with relevant medical research, technology, and evidence-based medical practice by attending continuing education courses and professional meetings, reading journals, etc.
• Research unusual symptoms and treatment options, through consultation with physicians and other medical specialists.

Key Skills and Attributes:

• Hold Computer literacy
• Excellent Communication and Customer Service
• Caring, Compassionate, Dedicated and Professional
• Working Under Pressure
• Humane, Empathetic and Supportive Bedside Manner
• Leadership and Teamwork
• Problem solving and Initiative
• Time Management and Organization
• Attention to Detail.

Work Environment:

• The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job.
• Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
• The noise level in the work environment is usually moderate, but can become louder at times due to group discussions or activities.
• EHA Clinics is a tobacco-free environment. 

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Mission Objective

• The Reach program is dedicated to closing healthcare gaps by bringing quality and affordable services directly to communities. 
• The reach Practice and Quality Assurance Coordinator is responsible for coordinating and overseeing daily administrative activities of the clinic to ensure compassionate, effective, and efficient delivery of high-quality care for patients. S/he is responsible for the supervision of all employed support staff.
• S/he is responsible for ensuring the overall smooth day-to-day operations and employee engagement.
• S/He is additionally responsible for assisting the REACH Program Manager to achieve departmental and organisational goals.

Duties and Responsibilities            
Purpose:

• Ensure optimal patient care by effectively triaging and classifying patients, contributing to a reduction in wait times and improved patient satisfaction.
• Maintain accurate and up-to-date clinical records within systems like Odoo and EHA Care, ensuring data integrity and ease of access for decision-making and operational efficiency.
• Drive clinic operational efficiency by streamlining processes, leading to increased patient flow, improved adherence to schedules, and minimized patient wait times.
• Increase sales of clinical products (e.g., membership packages) by identifying patient needs and providing tailored recommendations, aiming to meet or exceed monthly sales targets.
• Ensure seamless patient appointment scheduling and follow-ups, leading to a reduction in missed appointments and improved patient retention through effective communication and reminders.

Engagement:

• Enhance visitor experience by providing accurate and timely information about the clinic’s services and products, leading to increased satisfaction and improved patient onboarding.
• Facilitate seamless communication between patients and various departments (laboratory, medical, and pharmacy), ensuring prompt and accurate resolution of patient inquiries and concerns, leading to improved service delivery.
• Ensure effective coordination with HMO clients by confirming patient eligibility and securing pre-authorizations, resulting in faster approval times and enhanced patient care access.
• Strengthen organizational efficiency by supporting managers and employees with effective communication and organizational strategies, contributing to improved team productivity and operational flow.

Delivery:

• Ensure accurate and timely billing management by overseeing and tracking payments from clients and HMOs across various payment methods, resulting in improved cash flow and reduced payment discrepancies.
• Contribute to organisational success by taking ownership of new and evolving requests, identifying opportunities to enhance value in your role, and supporting the achievement of broader company goals through proactive problem-solving and innovation

Targeted Specialized Knowledge

• Bachelor’s degree in Business Administration, Office Management & Technology, Public Administration, Secretarial Studies, or any management-related field.
• Minimum of one year of experience handling roles as a Personal Assistant, Front Desk Executive, and Customer Service in any reputable company.

Benefits 

• Remuneration: N100,800 monthly gross. 
• Health Coverage Benefit 
• Performance Bonus
• 13th Month
• Annual Skills Assessment.