• Application Deadline:
• Position: Client Service Executive - Hospital


• Job Type Full Time


• Qualification BA/BSc/HND


• Experience


• Location Lagos


• Job Field Customer Care 
  

Role and Responsibilities

• Establish & build sustainable relationships and trust with customer accounts through open and interactive communication


• Identify and assess customers’ needs to achieve satisfaction


• Maintain a positive, empathetic, and professional attitude toward customers and colleagues at all times.


• Inspiring repeat business from clients


• Offering advice to clients on services and products.


• Provide accurate, valid and complete information to clients by using the right methods/tools


• Registration of patients on the EMR platform - Retrieve patients’ file number, collect patients’ details and register them appropriately.


• Liaise with Health Maintenance Organisations (HMOs) and other corporate organizations for patients’ confirmation, eligibility and approval.


• Respond promptly to customer’s enquiries, complaints, questions and provide appropriate solutions and alternatives within the time limits; follow up to ensure resolution.


• Liaising with different departments about client queries.


• Maintain effective communication with clients through different channels - phone calls, mails, whatsapp messages, clients’ WhatsApp groups and all other channels


• Keep an accurate and updated database and records of all clients’ information as needed.


• Keep records of customer interactions & complaints, process customer accounts and file documents


• Book patients’ appointments and follow up with them before scheduled dates.


• Manage Out-Patient Clinic registration and flow with the Nursing Department


• Actively seek and escalate feedback from clients through feedback forms, follow-up calls and other means


• Monitoring and measuring client satisfaction.


• Providing feedback on the efficiency of the customer service process


• Maintain daily reports and send weekly reports to the COO.


• Conducting departmental and company-wide workshops and presentations


• Contribute to developing and following procedures, guidelines, and policies


• Contribute to developing surveys and capturing client information.


• Participating in marketing campaigns.


• Processing confidential data and information according to guidelines.


• Communicating and coordinating with colleagues as necessary.


• Training and onboarding new staff


• Maintain a safe and clean working environment by complying with procedures, rules, and regulations.

Requirements

• University Degree or Higher Diploma in Social Sciences or any other relevant discipline