Job Summary

We are looking for a suitable candidate to fill this position. If you know you possess the required skills and know-how for the position, apply.

  • Minimum Qualification: Degree
  • Experience Level: Mid level
  • Experience Length: 5 years

Job Description/Requirements

Responsibilities

General

  • Ensure that the unit meets its operational objectives as it relates to customer satisfaction and evidence-based medical authorization
  • Lead and supervise the Call Centre Associates through the Team Leads (Shift Supervisor)
  • Responsible and accountable to Management through the Head of Medical Operations


Specifics

  • Collaborate with the Head, Medical Operations and Human Resources Department to hire, train, coach and lead the Medical Contact Centre Associates on a day-to-day basis
  • Monitor and guide Medical Contact Centre Associates to achieve desired service levels 
  • Answer Medical Contact Centre Associates questions, guiding them through difficult calls or issues and diffusing angry customers
  • Resolve all escalated issues from the Medical Contact Centre Associates
  • Resolve resource and infrastructure issues limiting the performance of the Medical Contact Centre
  • Plan, manage and ensure implementation of the Medical Contact Centre’s policies, processes and roasters to achieve desired service level
  • Prepare periodic utilization and issue trend analysis report
  • Analyze Medical Contact Centre data and metrics and prepare a report to improve processes, ensure resources are properly allocated and maximize efficiency
  • Monitor and evaluate the performance of the Medical Contact Centre Associates against set targets


Qualification

  • MBBS or BSc Nursing or RN/RM from an accredited College, MPH or MBA would be an added advantage
  • Minimum of nine (9) years post-Qualification experience
  • Minimum of seven (7) years cognate experience in a Health Maintenance Organization (HMO)
  • Must have been the Head of a Medical Call/Contact Centre or Senior Team Lead in a Medical Call/Contact Centre
  • Proven track record of achievement with evidence


Competencies

  • Complex problem solving
  • Critical thinking
  • Analytical
  • Judgment and decision making
  • People management
  • Service orientation

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Lagos
| Full Time |
NGN Confidential
Anonymous Employer
Lagos
| Full Time |
NGN Less than 75,000
Anonymous Employer
Lagos
| Full Time |
NGN Confidential