Job Openings at EHA Clinics

MISSION OBJECTIVE

• The command center 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 command center operator 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

PROVIDE GENERAL SUPPORT 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.

EXCHANGE 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.

PRESENT 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

Key Skills and Attributes

• Hold Computer literacy
• Excellent Communication and Customer Service
• Caring, Compassionate, Dedicated and Professional
• Working Under Pressure
• Humane, Empathetic and Supportive Bedside Manner
• Leadership and Teamwork
• Problem solving and Initiative
• Time Management and Organization
• Attention to Detail

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MISSION OBJECTIVE

• The Client Relations department is on a mission to incorporate the principle of total quality to help customers and partners find the right services or products that meet their needs; ensure they are well served, have a great experience and exceed their expectations for a continuous patronage.
• The Client Engagement Associate will assist the Client Relations Department in creating and developing long-term relationships with customers that will ensure retention, loyalty and generate revenue. The Client engagement Associate will be required to ensure customer conversions and retention.
• The Client engagement Associate should be an excellent communicator who is able to grasp customer needs and determine ways to fulfil them.
• The goal of the Client engagement Associate will be to help the clinic safeguard our revenue and increase the number of our customers and retain them.

DUTIES AND RESPONSIBILITIES

EXECUTE INTRICATE TRANSACTIONS PURPOSE

• Diligently promote, follow up, close sales/deals, up-sell or cross-sell services and products. Promoting, following up, and closing sales/deals Work diligently to meet sales and revenue targets.
• Creating plans to identify and address clients’ business needs Follow up on customers’ complaints and develop action plans to meet the identified needs, while liaising with concerned units for corrective action where necessary. Studying competition to retain customers Inform:

INFORM ENGAGEMENT

• Collaborating with internal teams to address customer needs Ensuring service delivery meets agreed service level agreements and diagnosing and improving service delivery Optimizing customer lifecycle and enhancing effectiveness through technology
• Collaborate with internal teams (e.g. sales, engineers, senior management) to address customers’ needs. Work with the Client Relations Manager, on optimizing customer lifecycle.
• Collecting client feedback and acting as a point of contact for complaints Continuously seeking ways to improve conversion, processes, and activities Act as point of contact for complaints and escalate complaints and/or feedback to the relevant departments promptly

PRIORITIZE AND SELECT DELIVERY

• Ensuring adherence to contract terms and meeting sales and revenue targets
• Establishing productive relationships with prospects in assigned sectors Ensure both EHA Clinics and our clients adhere to contract terms. Assist in diagnosing service delivery problems and initiate actions to improve levels of service. Assist in enhancing effectiveness and efficiency through tech

TARGETED SPECIALIZED KNOWLEDGE

• Minimum of Bachelor's degree in Marketing, Business Administration, or related field.Background in customer service, sales and marketing.
• Completion of compulsory National Youth Service Corps (NYSC) or exemption.
• Strong background in Sales and Marketing. Completion of compulsory National Youth Service Corps (NYSC) or exemption.
• Proven track record of meeting and exceeding targets.
• Minimum of 1 year of proven post NYSC-related experience as a Business Development Executive, Marketing Executive, Customer Success Officer or Client Service Officer.
• Experience in the healthcare industry or pharmaceutical distribution industry will be a strong advantage.

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Mission Objective

• At EHA Clinics Laboratory, our mission is to consistently deliver the highest quality of laboratory services, tailored to meet the unique needs of our clients. We are dedicated to upholding professional excellence, ensuring that every examination we conduct is fit for use.
• Our commitment extends to the continuous improvement of our Quality Management System, embracing the principles of ISO 15189:2022 and JCI Ambulatory Standard.
• Through unwavering dedication to quality and compliance, we aim to set the standard for excellence in healthcare diagnostics, fostering trust and well-being within our community.

Duties And Responsibilities

PURPOSE

• Compile and analyzes body fluids, tissue, and other substances to determine normal or abnormal findings.
• Gather and organizes work by matching computer orders with specimen labeling; sorting specimens; checking labels; logging specimens; arranging reports for delivery; keeping work surfaces clean and orderly.
• Perform molecular diagnostics such as PCR using open and closed systems. Perform hematology, chemistry, immunology and microbiology tests as required. Perform infectious disease testing including COVID-19.

ENGAGEMENT

• Identify and communicates abnormal results by alerting supervisory personnel, the patient, physician, or nurse.
• Communicate with patients and family members in a professional, compassionate and respectful manner to facilitate healthcare delivery as a team member.

DELIVERY

• Process and enhances laboratory services and laboratory reputation by accepting ownership for accomplishing new and different requests; exploring opportunities to add value to job accomplishments.
• Operate sophisticated equipment and instruments to perform diagnostic tests and assays following standard operating procedures. Contributes to a safe and secure environment for patients, visitors, physicians, and co-workers by following established standards and procedures
• Process and maintains quality results by running standards and controls, verifying equipment function through routine equipment maintenance and advanced troubleshooting; calibrating equipment utilizing approved testing procedures; monitoring quality control measures and protocols.

Targeted Specializes Knowledge

• Minimum 3 years’ working experience in a Medical Laboratory, Clinic or hospital.
• A minimum Bachelor of Science degree in laboratory science from an accredited university.
• Additional training and experience in molecular diagnostic techniques such as PCR
• Candidate must possess a Certification from the Associate of the Institute of Medical Laboratory Science Council of Nigeria (AMLSCN)
• Candidates must possess a current practicing license. Relevant Certification will be an added advantage.