Latest Jobs at Intersect Consortium

JOB BRIEF 

• The ASM Admin & Customer Service is responsible for developing and maintaining the customer service activities of the organisations in the Consortium. S/he is expected to provideleadership, direction and supervision to the entire Admin / Customer support department.

Responsibilities

• Receive customer requests, calls, emails etc. at the head office and at the same time provide supervision for the centres.
• Ensure prospects and clients are treated with respect, consideration and sensitivity.
• Ensure inquiries are responded to promptly by picking up the enquiry, passing it to the relevant officer and following up to ensure the patient is satisfactorily attended to.
• Continuously develop and improve on Intersects Customer Service Manual and policies to improve customer service delivery.
• Drive inquiry conversion rate across centres.
• Work with HR to ensure Admin Leads have monthly in-house Customer Service Training.
• Use and ensure Admin Leads also use the CRM to document and maintain accurate customer service/inquiry records.
• Verify and ensure all centres have inpatients and outpatients appointments logged on Setmore.
• Work with Admin Leads to ensure we provide exceptional services resulting in customer satisfaction and positive Feedback.
• Develop a uniform patient experience process flow with scripts, processes and protocols that guide and educate Admin leads on their role in every aspect of the customer journey.
• Maintain systems for administering feedback to prospects, clients and their relations concerning our services, prices and operations either via survey forms, telephone or in-person.
• Produce monthly reports measuring customer satisfaction and disseminate feedback to the appropriate internal entities.
• Supervise to ensure best practice procedures are employed in the execution of customer service, documentation and internal processes to assure a safe workplace and living environment for employees, patients, and visitors.
• Oversee the implementation of programs and policies for patient services, quality assurance, and other department activities.
• Make environmental rounds to assess head office facility needs and periodically visit centres within the catchment areas (Abuja) to gain the first experience of service delivery and daily activities.
• Serve as the secretariat for the Monthly Management Meeting.
• Ensure a meeting with all Admin Leads is held at least once monthly. Meetings should be minuted and action points achieved within the time frame.
• Support administrative needs of the C.E.O. including but not limited to scheduling and preparing for meetings and calendar management.
• Ensure proper filling and documentation; receive, dispatch and disseminate official correspondence to relevant officers.
• Be part of the team responsible for the recruitment, training, induction and coaching of staff in the Admin Department.
• Identify Staffing needs, complaints and performance issues and relate them to the HR team.
• Coordinate and approve time off and scheduling; leave management for direct reports.

QUALIFICATION & EXPERIENCE

• Previous working experience in operations and administration for 6 years
• First degree in Business Administration, Human Resources or another relevant course. A master’s in business administration is favourable
• Hands-on experience in employee administration and succession planning.
• Thorough knowledge of administrative changes
• Excellent organizational and leadership skills
• Excellent communication, interpersonal and presentation skills
• Outstanding analytical and problem-solving abilities
• Professional certification such as ICSAN, CIPMN is highly favourable

SKILLS & ABILITIES

• Excellent organizational, corporate communication and time management skills
• Superior quantitative and qualitative analytical skills
• Problem solver able to keep calm and efficient under pressure and in crisis
• Proven track record in engaging, inspiring and leading teams.
• Successful track record in making independent, strategic decisions.
• Extensive local and sector knowledge.

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Role Overview:

• We are looking for an experienced and dedicated Psychiatric Nurse to oversee our nursing departments across multiple hospitals in the consortium.
• The ideal candidate will have a minimum of 5 years of related experience and will be responsible for developing short and long-term goals for the entire nursing department, providing leadership, and overseeing all aspects of the Nursing Department in the consortium.

Responsibilities:

• Develop short and long-term goals for the entire nursing department.
• Provide leadership and oversee all aspects of the Nursing Units in the consortium.
• Direct and provide supervisory oversight to nursing staff in the consortium and ensure adherence to established policies and procedures.
• Review Nursing unit operations across centres and work closely with management (Admin Managers, Service Managers, Clinical Leads, Clinical Directors, and Support Services Managers) to ensure nursing needs are identified & met and gaps closed.
• Actively review and supervise the development & implementation of ROTA’s by the ward manager in each center.
• Work with HR to ensure Nurses and support workers work in line with contractual ROTA requirements.
• Monitor and carry out Intersect-wide frequent spot checks on nursing clinical notes and documentation processes on the EMR.
• Review patients’ charts, nursing plans, and patient care procedures and ensure necessary documents are up-to-date.
• Support clinical teams in ensuring that patients receive the highest quality of care.
• Evaluate skills, abilities, and performance of nursing staff, complete performance appraisals and drive nursing development.
• Develop and implement routine training exercises for nurses and support workers across centres working with Qactrep and the HR Unit.
• Working with the Clinical Training Unit in developing an annual Intersect-wide training calendar for nurses, support workers, and other low-level clinical staff.
• Identify staffing needs and be actively involved in the recruitment and onboarding of nurses and support workers in the consortium.
• Proffer solutions and recommendations to issues for the nurses in the centres promptly.
• Perform administrative functions not limited to participating in locality & central meetings, and developing & implementing SOPs and Protocols, Standard-Of-Care Guidelines, and initiatives.
• Any other duties as required.

Requirements:

• Bachelor’s degree or diploma in Mental Health or diploma in Psychiatric Nursing
• Valid nursing license from the Nursing and Midwifery Council of Nigeria (NMCN).
• Minimum of 5 years of experience in a psychiatric or mental health setting.
• Proven experience in a leadership/supervisory role.
• Strong interpersonal and communication skills.
• Ability to work effectively in a multidisciplinary team.
• Proficient in Microsoft Office Suite and EMR systems.