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Latest Recruitment - Intersect Consortium HND / BA / BSc Job

2024-05-17 05:49   Administrative / Management   Lagos   68 views
Job Details

JOB BRIEF

The ASM Admin & Customer Service is responsible for developing and maintaining the customer service activities of the organisations in the Consortium. S/he is expected to provideleadership, direction and supervision to the entire Admin / Customer support department.

Responsibilities

Receive customer requests, calls, emails etc. at the head office and at the same time provide supervision for the centres.
Ensure prospects and clients are treated with respect, consideration and sensitivity.
Ensure inquiries are responded to promptly by picking up the enquiry, passing it to the relevant officer and following up to ensure the patient is satisfactorily attended to.
Continuously develop and improve on Intersects Customer Service Manual and policies to improve customer service delivery.
Drive inquiry conversion rate across centres.
Work with HR to ensure Admin Leads have monthly in-house Customer Service Training.
Use and ensure Admin Leads also use the CRM to document and maintain accurate customer service/inquiry records.
Verify and ensure all centres have inpatients and outpatients appointments logged on Setmore.
Work with Admin Leads to ensure we provide exceptional services resulting in customer satisfaction and positive Feedback.
Develop a uniform patient experience process flow with scripts, processes and protocols that guide and educate Admin leads on their role in every aspect of the customer journey.
Maintain systems for administering feedback to prospects, clients and their relations concerning our services, prices and operations either via survey forms, telephone or in-person.
Produce monthly reports measuring customer satisfaction and disseminate feedback to the appropriate internal entities.
Supervise to ensure best practice procedures are employed in the execution of customer service, documentation and internal processes to assure a safe workplace and living environment for employees, patients, and visitors.
Oversee the implementation of programs and policies for patient services, quality assurance, and other department activities.
Make environmental rounds to assess head office facility needs and periodically visit centres within the catchment areas (Abuja) to gain the first experience of service delivery and daily activities.
Serve as the secretariat for the Monthly Management Meeting.
Ensure a meeting with all Admin Leads is held at least once monthly. Meetings should be minuted and action points achieved within the time frame.
Support administrative needs of the C.E.O. including but not limited to scheduling and preparing for meetings and calendar management.
Ensure proper filling and documentation; receive, dispatch and disseminate official correspondence to relevant officers.
Be part of the team responsible for the recruitment, training, induction and coaching of staff in the Admin Department.
Identify Staffing needs, complaints and performance issues and relate them to the HR team.
Coordinate and approve time off and scheduling; leave management for direct reports.

QUALIFICATION & EXPERIENCE

Previous working experience in operations and administration for 6 years
First degree in Business Administration, Human Resources or another relevant course. A master’s in business administration is favourable
Hands-on experience in employee administration and succession planning.
Thorough knowledge of administrative changes
Excellent organizational and leadership skills
Excellent communication, interpersonal and presentation skills
Outstanding analytical and problem-solving abilities
Professional certification such as ICSAN, CIPMN is highly favourable

SKILLS & 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
Proven track record in engaging, inspiring and leading teams.
Successful track record in making independent, strategic decisions.
Extensive local and sector knowledge.


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Company Description
EHealth Africa is focused on improving healthcare by creating effective ways to implement reliable health information management systems. We have developed eHealth and mHealth solutions that can be rapidly deployed to manage patient information, streamline clinical procedures, and provide data and a... read morenalysis on health program outcomes. Accurate health data will provide NGO’s, hospitals, and donor agencies with access to timely health system indicators needed to evaluate their health interventions and respond to critical public health needs. We bring about positive change by harnessing the potential of technology, valuing the power and knowledge of local people, and maintaining a sharp focus on the health worker. To help close the gap in access to health care we have developed and share a depth of expertise in:
eHealth and mHealth software and solutions
Technology Infrastructure
Training and capacity building for sustainable health systems
Research and data analysis
Project Management
eHealth Africa works closely with health NGOs in order to provide them with technology solutions that will enhance their on-going and new health programs. We also strive to work with state and government officials to manage large scale implementations at health facilities across the country.
eHealth and Information Systems Africa, Inc. is a California, USA Public Service Corporation. We have offices based in California, USA, and Kano, Nigeria.