CUSTOMER SERVICE REPRESENTATIVE AT ST. IVES SPECIALIST HOSPITAL | CUSTOMER SERVICE JOBS IN LAGOS

About Company:

 St. Ives Specialist Hospital is a multi-specialist hospital located in Lagos. Since its establishment in 1996, the hospital has been providing dedicated specialist services in women's, children's, and family health. The hospital is managed by a group of consultants in various fields, including Obstetrics & Gynaecology, Paediatrics, and Medicine & Surgery.

Job Description:

We are seeking a poised and empathetic Customer Service Representative to serve as the face of our hospital. In a healthcare environment, customer service is more than just answering phones—it is about providing a reassuring presence, navigating patients through their care journey, and ensuring that every visitor feels heard and valued.

As the first point of contact, you will be responsible for orchestrating a seamless "Patient Journey," from the moment of arrival at the reception to the completion of billing and follow-up scheduling. If you are a professional who balances high-level administrative efficiency with genuine compassion, we invite you to join our dedicated healthcare team.

Requirements:

1. Front-Line Patient Advocacy & Navigation

• Concierge Services: Greet and attend to patients and visitors with high-level courtesy, ensuring a professional and welcoming environment.

• Journey Management: Guide patients through the registration, billing, and service cycles, providing clear explanations of hospital processes and assisting with necessary documentation.

• Environment Maintenance: Ensure the reception and waiting areas are clean, organized, and safe, reflecting the hospital’s standards of care.

2. Communication & Coordination Excellence

• Inquiry Resolution: Manage high volumes of phone, email, and in-person inquiries with speed and accuracy, providing informed guidance on hospital services and policies.

• Appointment Stewardship: Support the coordination of appointments and follow-ups, ensuring that schedules are accurate and communicated clearly to both patients and clinical teams.

• Cross-Functional Collaboration: Work closely with medical and administrative staff to ensure there are no bottlenecks in service delivery or the patient experience.

3. Feedback Governance & Quality Improvement

• Issue Resolution: Systematically log feedback, complaints, and suggestions. Resolve minor issues on the spot and escalate complex matters to supervisors for timely intervention.

• Satisfaction Monitoring: Proactively monitor patient satisfaction levels and identify specific opportunities to improve service quality and efficiency.

Qualifications and Skills:

Professional Profile

• Education: B.Sc. or HND in Communications, Public Relations, Health Management, or a related field.

• Experience: Prior experience in customer service, hospitality, or a front-desk role (healthcare experience is a significant advantage).

• Communication IQ: Exceptional verbal and written English; ability to remain calm and professional under pressure or when dealing with anxious patients.

Core Competencies

• Empathy & Discretion: Ability to handle sensitive patient information with total confidentiality and emotional intelligence.

• Organization: Strong ability to multitask—managing the reception floor while coordinating phone lines and appointment logs.

• Problem-Solving: A proactive "solutions" mindset focused on reducing patient wait times and resolving friction in the service cycle.

Salary

Application Closing Date: Not specified

Application Instructions:

Interested and qualified candidates should send their CV to: recruitment@stiveshealthcare.com using the Job Position as the subject of the email.