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Client Experience Agent - Kano

EHA ClinicsKano, Nigeriaonsite

Job Description

Job Title Client Experience Agent Department Reports to Client Experience Assistant Manager, Client Experience Based in Kano Who we are EHA Clinics is a world-class comprehensive health care service provider located in Nigeria. We aim to bridge the gap between patients and healthcare services in any setting: the clinic, the home, or through innovative online and mobile solutions. All of our clinics are equipped with the latest healthcare technologies, and the most dedicated team of healthcare professionals, providing a unique range of patient-centric services. Mission Statement We are on a mission to deliver quality health care that is accessible, effective, and affordable. By leveraging technology and an exceptional team, we provide a superior experience, improved outcomes, and reduced pricing for our individual, family, and business members. Core Values Customer Experience : We deliver ever-increasing value and convenience to our customers and ensure they are treated with the utmost respect and service regardless of income or social status. Quality & Safety : We strive to improve the health of our customers, their families, and our community. We will continuously improve our quality to provide the best available healthcare services according to the best available science. We ensure our staff are trained to perform their duties safely and reduce the spread of infections. Our facilities and processes are designed to ensure maximum safety for our customers. Our People: We invest in the well-being, training, and development of our staff. Financial Stewardship: We work to reduce waste and maximize value to our customers, investors, and partners. Impact: Ensure healthy lives and promote well-being for all at all ages: improved access, affordability, and quality of life. Our services: Medical Services Research and Informatics Pharmacy Laboratory & Diagnostics Community Health (REACH Program) Telehealth and Telemedicine Mission Objective The client experience unit provides overall customer service/support services and serve as a central point of contact in delivering exceptional customer service in patient's care satisfaction critical to achieving organisation's mission through compassionate and efficient communication hub connecting patients and care providers with the care and resources they need ensuring every interaction leaves a positive impact. The client experience agent executes customer support functions and provides exceptional customer service critical to EHA Clinics, facilitate access to healthcare services, information and resources through collaboration, innovation, and a dedication to excellence, aiming to enhance the patient's experience, foster trust and contribute to the overall well-being of EHA Clinics esteemed clients. Duties And Responsibilities PURPOSE Provide technical support to clinic staff and projects. Maintain confidentiality of collected information. Alert supervisor to any special concerns of members/users. Respond to telephone calls, emails, and personnel requests for technical support. Record customer data on Odoo. Log appointments and raise tickets on Odoo as required. Collect caller records and family member contact information. ENGAGEMENT Practice proper handover with incoming operators before logging off after shift. Respond to telephone calls, emails, and personnel requests for technical support. Ensure calls are picked up and maintain average talk time. Other duties as required to ensure customer satisfaction. DELIVERY Document, track, and monitor problems to ensure timely resolution. Relies on instructions and pre-established guidelines to perform job functions. Targeted Specialized Knowledge 2-3 years' experience of relevant customer service experience BSc/HND in relevant course from a reputable institution Knowledge of commonly-used concepts, practices, and procedures within a help desk setup Remuneration : NGN 120,960 monthly gross Benefits Health Coverage Benefit Performance Bonus 13th Month Annual Skills Assessment Annual Leave Key Areas of Note Keep up to date with relevant medical research, technology, and evidence-based medical practice by attending continuing education courses and professional meetings, reading journals, etc. Research unusual symptoms and treatment options, through consultation with physicians and other medical specialists. Key Skills and Attributes Hold Computer literacy Excellent Communication and Customer Service Caring, Compassionate, Dedicated and Professional Wo

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