Admin and Customer Service Manager at Intersect Consortium

About the Role

A reputable organization seeks a dedicated individual to supervise daily operations, plan efficient administrative procedures, and act as a liaison between clients and the organization by assisting with complaints, billing, and other queries.

Key Responsibilities

Customer Service

• Manage client requests and respond to questions and complaints through telephone, email, and other communication channels in a timely manner
• Take enquiries from patients or their relatives regarding services, prices, and operations via telephone or in person
• Appropriately schedule patient appointments for consultations, evaluations, treatments, follow-up, or re-evaluation
• Ensure customer retention and expand the customer base
• Focus on providing exceptional service resulting in customer satisfaction
• Attempt to resolve and de-escalate issues in a calm manner
• Exhibit a detail-oriented etiquette and friendly attitude at all times when answering telephone calls

Records and Database Management

• Keep proper records and maintain updated customer and client databases
• Maintain logs and records of calls, hard copies of patient files, billing activities, and other information
• Open patient files for newly registered patients and allot hospital and medical record numbers
• Retrieve patient files when clients come for follow-up
• Check that all discharged patients are properly followed up by primary clinicians
• Maintain and update patient medical records

Administrative Functions

• Plan and coordinate administrative procedures and systems to streamline processes
• Receive, dispatch, and disseminate official correspondence
• Identify procurement needs and ensure availability of necessary supplies for reception, departments, kitchen, and wards
• Ensure effective planning and execution of operations by reducing waste levels
• Maintain facility and office premises

Location

Lagos, Nigeria