Job Title | Command Center Operator |
Department Reports to | Operations Senior Manager, Client Operations |
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: We strive to improve our customers' health, families, and community. We will continuously improve our quality to provide health care services according to the best available science.
SAFETY: 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.
STAFF ENGAGEMENT: 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.
Our services:
- Medical Services
- Research and Informatics
- Pharmacy
- Laboratory & Diagnostics
- Community Health (REACH Program)
- Telehealth and Telemedicine
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
Remuneration:
EHA Clinics is committed to fair and competitive compensation for its employees. We want our team members in all locations to feel valued for their unique skills, expertise, and talents and remunerated accordingly, so we can attract and retain the best and most passionate people.
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
- Working Under Pressure
- Humane, Empathetic and Supportive Bedside Manner
- Leadership and Teamwork
- Problem solving and Initiative
- Time Management and Organization
- Attention to Detail
Work Environment
The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. The noise level in the work environment is usually moderate, but can become louder at times due to group discussions or activities. EHA Clinics is a tobacco-free environment.