PROFESSIONAL SUMMARY
Dynamic Outpatient Customer Service Manager with over 5 years of experience in healthcare service delivery. Proven track record in Coordinating patient flow, achieving KPIs, and enhancing customer service quality within outpatient departments. Recognised for effectively responding to patient inquiries and implementing management strategies that improve service efficiency. Committed to leveraging expertise in customer relations to drive positive outcomes and optimize the patient experience.
WORK EXPERIENCE
Outpatient Customer Service Manager
04/2018 - Present
Nisa Premier Hospital Abuja, Nigeria
, Abuja, Nigeria
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Coordinated the seamless flow of patients through the outpatient department
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Achieved consistent results in meeting KPIs and quality objectives for customer service within the outpatient department
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Monitored various channels for customer service feedback and reported findings to hospital management for implementation
Customer Care Executive/Admission Officer
01/2018 - 04/2022
Nisa Premier Hospital, Abuja, Nigeria
, Abuja, Nigeria
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Coordinated outpatient activities to ensure smooth patient flow and admitted patients to the wards
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Responded promptly to patient’s complaints, requests and inquiries
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Recommended actionable ideas to hospital management for effective operational improvements
Contact Centre Officer
06/2017 - 12/2018
Precious Health Care Limited
, Abuja, Nigeria
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Issued authorization codes to healthcare facilities
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Provided prompt and positive responses to client inquiries, complaints and requests
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Marketed the company’s health insurance plans strategically
Integrated Health Care Limited
, Abuja, Nigeria
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Educated the public about the NHIS scheme and its significant benefits
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Responded promptly and positively to client inquiries, complaints and requests
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Accelerated the enrollment process for prospective clients into the NHIS scheme
Customer Service Representative
02/2012 - 05/2014
Interra Networks Limited
, Abuja, Nigeria
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Served as a Call Centre Agent for the National Pension Commission/National Identity Management Commission
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Answered phone calls and replied to emails to address general customer inquiries and complaints
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Educated the public regarding Interra Networks’ products and services