Fresh Jobs at mDoc Healthcare

Position:

• We are currently looking for a rock star Customer Success Specialist to join our team based at our headquarters in Lagos.
• In this full-time shift position, you will be a part of the team cohort supporting the customer relations and product distribution of mDoc’s services and products.
• You must enjoy the use of social media to market and drive customer traffic. We are looking for a Customer Success Specialist who loves teamwork and delighting potential and existing members with an “anything it takes” mentality.
• You will be responsible for general inbound and outbound customer support, troubleshooting, end-user training, product sales and distribution, and above all, clearly communicating company updates and feature releases to our customers.
• This person will have the ability to learn all phases of the software platform and products and convey their use and value to our B2B and B2C members.
• Along with the mDoc team, you will cultivate an environment reflecting the values of mDoc Healthcare, including integrity, empathy, quality, respect for our members and team members.
• Providing optimal member-centred care and experience is of critical importance to mDoc so we are looking for people who embody this in mind and action.
• You must be data-driven or willing to be data-driven such that you are tracking, looking constantly at your member needs, responding to them and also looking at customer experience and sales data and coming up with ideas on how to drive continued engagement and adherence.

The Customer Success Specialist will:

• Process and always resolve outgoing and incoming chats/calls/emails and issues in a professional enthusiastic manner – related to all four pillars of the mDoc approach as well as product sales.
• Digitally document all interactions with members in a clear and detailed manner and communicate with the relevant internal teams.
• Escalate/resolve reported issues using appropriate company tools and procedures.
• Create and implement strategically sound business plans and tactical strategies to drive service and product sales growth.
• Manage daily sales call activity according to defined expectations, with the purpose of influencing customers and increasing product sales:
• Promote products via multiple channels.
• Profile and manage a list of HCP targets and provide value-added benefits to grow product volume.
• Maintain call productivity and metrics that are required by program.
• Maintain thorough knowledge of our products and services.
• Create and update support and training materials for existing services and products and for new feature releases working closely with comms team where needed.
• Champion miscellaneous projects and other related assignments as requested
• Work to help customers find creative, effective ways to utilize the product to enhance their self-care processes.
• Work to mitigate any friction points in the user experience in a collaborative effort between the implementation, product and success teams

Qualifications:

• We are looking for self-disciplined, flexible customer success specialists who are willing to join and contribute to a fast-paced entrepreneurial environment.
• Candidates must reside in Lagos and be able to commute daily to our Lekki office. This role will include work on Saturdays at the office/hub in Lekki so ideally you live closer to this area.
• University degree
• Happy, enthusiastic, empathetic and patient, problem-solving specialists with strong work ethic only.
• If you complain a lot or are someone who has been told you have an attitude or you don’t believe the principle of the customer is always right, then this role is not for you.
• If you do not like social media, this role is not for you.
• Minimum of 2 years of professional experience at training or customer service role in the healthcare industry.
• Highly detail oriented, proactive and self-disciplined, providing prompt follow-up to all customer inquiries.
• Proven track record in consistently meeting and exceeding customer satisfaction at previous jobs.
• Entrepreneurial-minded strategic thinker with a passion to work for a fast paced and game changing digital health startup to improve self- care;
• Excellent verbal and written communication skills
• Tech savvy in general with a good understanding of web and mobile technologies

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Responsibilities

Budget and Finance

• Work with product/project teams on budgeting for hubs, offices, digital services and activities including the coordination of finances with staff, consultants, and vendors.
• Oversee the negotiation of billing rates and budgets.
• Oversee administrative responsibilities pertinent to scheduling and daily employee needs
• Serve as interim mDoc’s compliance officer, ensuring both financial and operational plans follow best practice.
• Develop content for invoices for key activities, projects, community outreach and onboarding and vendors as well as invoice and payment schedule.
• Work with accountant to support the processing of staff and consultant expenses in line with the office policies and ensure compliance.

People and General Operations:

• Analyze data or trends for the purposes of planning, forecasting, advising, budgeting, reporting, or business opportunities
• Lead, manage, and execute organization design efforts and help to create and execute a talent management strategy across business lines and help to lead change management projects
• Ensure the organizational structure for the business is deployed efficiently and effectively to optimize the startup organization
• Oversee execution of office and hub renovation
• Identify the critical roles and develop meaningful and diverse succession plans
• Identify opportunities to architect effective and dynamic organizational designs and development interventions, promoting efficiency and team engagement.
• Develop recommendations for organizational design and effectiveness to support scale
• Work with supervisor and leadership to set up the office and hubs and ensure a standard operating procedure of high quality and person-centred focus
• Proactively support and help to drive the startup operational structures required so that mDoc is functioning optimally from a regulatory and financial perspective.
• Actively analyze business analytics to advise organizational priorities and decision-making pertaining to staffing, business development, and revenue growth
• Oversee development of strategic expansion of core operational functions including service provider selection e.g. office/hub wifi, cleaning and negotiation
• Leverage inhouse tools to facilitate KPI and performance management process amongst team
• Oversee the process staff and consultant expenses in line with the office policies
• Facilitate weekly staff meetings (and work with operations associate) on other meetings as needed for hub and digital. Leverage Jira for meeting notes, owner assignment and timelines.
• Oversee refinement and implementation of HR policies, procedures, and guidelines. These will include topics such as health and safety, data protection, and security, onboarding, and Help to research and develop these where nonexistent
• Work to ensure that that the program staff and consultants adhere to these policies, procedures and guidelines and surface any challenges or barriers
• Help to develop recognition and rewards for staff
• Oversee new hire on-boarding
• Support the cultivation of the culture of lean and continuous improvement within the team, engaging them to be an active part of the company’s evolution
• General activities as required by the management team

Clinical Operations:

• Work with Clinical Operations Manager to refine and evolve hub and digital protocol for CompleteHealth™ and associated SOPs
• Work with supervisor to ensure that all staff are updated and trained on the protocols and SOPs and meeting assessments
• Work with Clinical team to ensure clinical, behavioral, digital, quality training and mentoring programs are optimally developed and delivered.
• Track progress and ongoing fidelity monitoring of the implementation and rollout of new processes and workflows with the care team
• Build, edit, document, and codify workflows for our internal knowledge management platform
• Actively develop, implement, monitor and evaluate community-based screening and hub workshop activities in partnership with staff.
• Additional job functions and general activities as required by the management team[1]

Requirements

• Bachelor’s degree in operations, HR, management, business,etc required
• Masters degree preferred
• Over 7 years of experience in an HR or operations role
• Experience with technology tools for HR, Operations or Project Management
• A problem-solving way of thinking. We are looking for you to come with an ability to solve problems.
• Experience and understanding of health and healthcare
• Demonstrated experience in a similar role for a minimum of five years
• Exceptional communication, presentation and organizational skills.
• Experience in using technology platforms for project planning.
• Comfort in working with a global team and in a startup environment.
• A recognition that mDoc is an early-stage startup so we work around the clock and are looking for you to work quickly and efficiently.
• A willingness to work super hard and problem-solve as a collective.