Client Service Supervisor

About the Role

This vacancy presents an opportunity to join a leading healthcare organization as a Client Service Supervisor at Havana Specialist Hospital in Lagos, Nigeria.

Key Responsibilities

• Supervise and coordinate daily client service and front desk operations
• Ensure excellent customer service delivery to patients and visitors
• Serve as the first point of escalation for patient complaints and service-related issues
• Ensure timely and professional resolution of client concerns
• Train, mentor, and supervise client service and front desk staff
• Monitor staff performance and enforce customer service standards
• Collaborate with medical, billing, and administrative teams to ensure smooth patient flow
• Develop and implement strategies to improve patient satisfaction and retention
• Maintain accurate client records and service reports
• Ensure compliance with hospital policies, ethics, and confidentiality standards
• Identify service gaps and recommend improvements to enhance patient experience
• Support management in developing and enforcing standard operating procedures (SOPs) for client service operations
• Perform other duties as assigned by management

Required Qualifications and Experience

• Minimum of 5 years' experience in customer service or client relations, preferably in a healthcare setting
• Bachelor's degree in Business Administration, Public Relations, Health Management, or a related field
• Proven supervisory or team-lead experience
• Excellent communication, leadership, and conflict-resolution skills
• Strong knowledge of hospital operations, patient flow, and service protocols
• High level of professionalism, empathy, discretion, and confidentiality
• Proficiency in Microsoft Office and hospital management systems (EMR)

Preferred Qualifications

• Professional certification in Customer Service Management, Healthcare Administration, or Patient Experience
• Experience working in a hospital or clinical setting