We are Synapse Services Limited, a private mental healthcare organization with an unparalleled commitment to the prevention, assessment, treatment and management of mental health cases. Operating for more than a decade, we serve a growing number of individuals, groups, corporate organizations and government establishments, scaling new heights in fostering the wellness and wellbeing of our patients.

Our work environment is highly engaging, productive, innovative and stacked with unique opportunities for career advancement and growth. We pride ourselves on the expertise of our clinical and non-clinical teams who serve as the backbone of our operations. Synapse Services Limited have centers in four Nigerian states including the Federal Capital Territory, Lagos State, Anambra State and Port Harcourt.

We have a strong commitment to growth and believe in people as our greatest asset. Therefore, we continue to invest in talent development while creating an environment where everyone can aspire to the peak of their career.

JOB DESCRIPTION

1. Review financial statement for compliance with Local Revenue System
2. Review branch accounts for Statutory bodies recognition criteria
3. Prepare internal audit reports and document the result of audit work done in compliance with the Institute of Internal Auditors (IIA) standards
4. Assist with the value-of-money audit, monitoring discounts, client questionnaire feedback, asset maintenance schedule, etc.
5. Assist with ICT audit (resolution of ICT issues, safety of company-issued devices etc.)
6. Review the cash book for correctness and trace to backup documents and actual inventory items / assets.
7. Review billing records and selected payment requests for accuracy.
8. Prepare monthly Audit report and send to your Line Manager
9. Review bank account reconciliation and detect any inconsistencies with the cash book.
10. Accompany purchasers to market and carry out market research for cost of items
11. Count inventory (store items, food stuff, medication & health products) on a monthly basis, trace actual quantity to the appropriate records and detect irregularities
12. Count cash and trace to cash book
13. Carry out spot checks (store items, food stuff, medication & health products)
14. Review Fixed Assets register for correctness and completeness and carry out surprise checks
15. Test the effectiveness of existing internal controls and identify areas for improvement based on global best practice with consideration for how the organization operates
16. Provide support in carrying out special investigation and /or ad-hoc assignments

REQUIREMENT: The Candidate should have

· Minimum of 2-3 years experience in Auditing

· B.Sc. in Accounting, Economics or related field

· Professional Certification in IIA or ICAN is an added advantage

SKILLS:

· Analytical skills

· Communication skills

· Excellent Team player

· Attention to details

REMUNERATION: N80,000 – N100,000

LOCATION: Port Harcourt.

The candidate must live in the locations or be willing to relocate.

Reports to Head of Art Therapist Assess patients' needs or disorders, using drawing, painting, sculpting, or other artistic processes. Communicate patients' assessment findings and recommendations in oral, written, audio, video, or other forms. Conduct art therapy sessions providing guided self-expression experiences to help patients' recover from or cope with cognitive, emotional, or physical impairments. Confer with other professionals on patients' treatment team to develop, coordinate, or integrate treatment plans. Design art therapy sessions or programs to meet patients' goals or objectives. Interpret the artistic creations of patients' to assess their functioning, needs, or progress. Observe and document patients' reactions, progress, or other outcomes related to art therapy. Talk with patients during art or other therapy sessions to build rapport, acknowledge their progress, or reflect upon their reactions to the artistic process. Recommend and/or purchase needed art supplies or equipment. Qualification Minimum of B.sc degree in Creative/Fine art Required Skills Excellent artistic abilities, creativity, imagination and enthusiasm Maturity, patience, calm and respectful manner Ability to provide a trusting, open, kindhearted atmosphere that encourages learning and participation Business skills A strong empathy with and commitment to helping people from all walks of life Ability to deal with difficult, perhaps painful and embarrassing situations Excellent interpersonal, communication and listening skills A strong knowledge and understanding of the theory and practice of psychotherapy and the role art can play in treatment.

The Psychiatric Nurse will work as part of a team of medical professionals to provide psychiatric nursing care to patients of all ages, gender, religion, and disposition while creating a safe and therapeutic environment to aid their mental stability.

Job Description

1. Provide mental health care treatment for patients
2. Best practice documentation for patients treatment plan
3. Manage confidential information with the utmost respect for the patient
4. Work with a team of Multi-Disciplinary experts to provide care for patients
5. Exercise independent judgment in medical emergencies
6. Demonstrate tact, diplomacy, patience, and compassion
7. Establish and maintain working relationships with co-workers, other agencies, and organizations
8. Comply with nursing policies, protocols, and program regulations.

Requirements

1. Candidates should possess a Bachelor's Degree.
2. Must be a Registered Psychiatric Nurse.
3. Must have 1 - 3 years of work experience as a psychiatric nurse.
4. Must be medically and physically fit.
5. Application Closing Date

1. Provide psychological assessment and consultation services
2. Diagnose psychological, emotional or behavioral disorders of patients and develop treatment plan
3. Provide therapy to groups and individuals
4. Prospect for new clients by networking, and using other acceptable means of generating interest from potential clients and ultimately converting them into clients.
5. Develop and implement individual treatment plan for different age groups (children inclusive)
6. Identify innovative tactics, corresponding business plans and sustainable operations to drive revenue and volume growth with a bid to grow business.
7. Work with multidisciplinary team alongside doctors, nurses and social workers, psychiatrists and occupational therapists
8. Facilitate diverse group therapeutic sessions
9. Counsel individuals and groups regarding problems such as stress, substance abuse, and family situations, in order to modify behavior.
10. Modify treatment activities or approaches as needed to comply with changes in clients’ status
11. Guide clients in the development of their skills or strategies for dealing with their problems
12. Have an understanding of Bio Psychosocial Approach for assessment and treatment plan for every patient.
13. Select, administer, score, and interpret psychological tests in order to obtain information on individuals' intelligence, achievements, interests, and personalities
14. Be conversant with different treatment methods like cognitive behavioral therapy, dialectic behavioral therapy, talk therapy, person centered therapy etc.
15. Be conversant with the electronic medical record system for proper documentation of progress notes and treatment plan.
16. Evaluate clients’ physical or mental condition based on review of client information
17. Collaborate with other staff members to perform clinical assessments or develop treatment plans
18. Refer patients, clients or family members to community resources or to specialists as necessary
19. Act as client advocates to coordinate required services or to resolve emergency problems in crisis situations
20. Coordinate family inclusive therapy to assist them in understanding, dealing with or supporting patients
21. Evaluate the effectiveness of counselling programs on clients’ progress in resolving identified problems and moving towards defined objectives
22. Meet with families, probation officers, police or other interested parties to exchange necessary information during the treatment process
23. Plan, organize or lead structured programs of counselling, work, study, recreation or social activities for clients
24. Plan or conduct programs to prevent substance abuse or improve community health or counselling services
25. Psycho educate client on the importance of medication compliance.
26. Learn about new developments in counselling by reading professional literature, attending courses and seminars or establishing and maintain contact with other social services agencies
27. Gather information about community mental health needs or resources that could be used in conjunction with therapy
28. Have an understanding of neuron developmental pathways, how to diagnose, carry out assessments and draw up appropriate treatment plan to meet specific needs.
29. Ensure that after discharge client is transferred to a robust aftercare plan for proper follow up and management.

Requirements

1. A minimum of Master's Degree in Clinical Psychology
2. Minimum of 2 years Clinical and Business development experience
3. Business Acumen
4. Strong verbal and written communication skill
5. Proactive problem-solving approach
6. Stress tolerance
7. High level of professionalism
8. Ability to uphold strict confidentiality Required Skills/Competencies:
9. Ability to observe, assess, and record symptoms, reactions, and progress.
10. Knowledge of crisis intervention techniques.
11. Ability to develop and convert business opportunities
12. Ability to effectively communicate medical information, test results, diagnoses and/or proposed treatment in a manner easily understood by the client.
13. Ability to generate relevant partnership proposals with support from the clinical team
14. Interviewing and psychological/developmental evaluation skills
15. Knowledge of psychological test administration, scoring, and interpretation.
16. Ability to maintain emotional stability to cope with human suffering, emergencies, and other stresses.
17. Fluent in Nigerian Major Languages (Igbo, Yoruba and Hausa) is an added advantage

The Finance Manager will maintain the accounting systems, processes, and procedures

Ensure financial records meet regulations and Tax Compliance

Support year-end audit process and financial accounting work

Deliver timely and high-quality month-end management accounts including a KPI pack.

Produce weekly financial management information promptly as required by senior management.

Maintain and reconcile fixed asset registers, prepayments, accruals, and other accounting schedules.

Bank reconciliations, monitoring petty cash, foreign cash, and credit cards, including reconciliations

Preparation and submission of monthly VAT, withholding tax, Pension, and other statutory returns.

Monthly payroll

Provide transactional support for purchase and sales ledger when required

Debt control and management

Budgeting and budgetary control

Liaising with internal and external stakeholders

Drive continuous improvement across accounting controls and processes

Liaise with other non-finance departments.

Supervision of Accountants and Senior Accountants, conducting staff appraisal, performance management, training programmes, and development

Education, Experience & Skills

1. Minimum of MSc in Accounting

2. First Degree must be in Accounting

3. Certified member of ICAN/ACCA

4. Minimum of 6- 8 years’ core experience in accounting/management account

5. Excellent strategic planning skills

6. Ability to work independently and highly meticulous.

7. Ability to lead and manage a team effectively

8 . Good working knowledge of Microsoft Excel

9. Knowledge of Oracle Financials or any other financial software

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Description

Intersect Consortium is a group of Organization primarily working in the Mental Health and Addiction space. Our Members understand the growing need for Mental Health Services and Products in Africa and continually work to provide Awareness, Education, Treatment and Support to Individuals, Companies, Families and society at large.

JOB BRIEF 

1. The ASM Admin & Customer Service is responsible for developing and maintaining the customer service activities of the organisations in the Consortium. S/he is expected to provideleadership, direction and supervision to the entire Admin / Customer support department.

Responsibilities

1. Receive customer requests, calls, emails etc. at the head office and at the same time provide supervision for the centres.
2. Ensure prospects and clients are treated with respect, consideration and sensitivity.
3. Ensure inquiries are responded to promptly by picking up the enquiry, passing it to the relevant officer and following up to ensure the patient is satisfactorily attended to.
4. Continuously develop and improve on Intersects Customer Service Manual and policies to improve customer service delivery.
5. Drive inquiry conversion rate across centres.
6. Work with HR to ensure Admin Leads have monthly in-house Customer Service Training.
7. Use and ensure Admin Leads also use the CRM to document and maintain accurate customer service/inquiry records.
8. Verify and ensure all centres have inpatients and outpatients appointments logged on Setmore.
9. Work with Admin Leads to ensure we provide exceptional services resulting in customer satisfaction and positive Feedback.
10. Develop a uniform patient experience process flow with scripts, processes and protocols that guide and educate Admin leads on their role in every aspect of the customer journey.
11. Maintain systems for administering feedback to prospects, clients and their relations concerning our services, prices and operations either via survey forms, telephone or in-person.
12. Produce monthly reports measuring customer satisfaction and disseminate feedback to the appropriate internal entities.
13. Supervise to ensure best practice procedures are employed in the execution of customer service, documentation and internal processes to assure a safe workplace and living environment for employees, patients, and visitors.
14. Oversee the implementation of programs and policies for patient services, quality assurance, and other department activities.
15. Make environmental rounds to assess head office facility needs and periodically visit centres within the catchment areas (Abuja) to gain the first experience of service delivery and daily activities.
16. Serve as the secretariat for the Monthly Management Meeting.
17. Ensure a meeting with all Admin Leads is held at least once monthly. Meetings should be minuted and action points achieved within the time frame.
18. Support administrative needs of the C.E.O. including but not limited to scheduling and preparing for meetings and calendar management.
19. Ensure proper filling and documentation; receive, dispatch and disseminate official correspondence to relevant officers.
20. Be part of the team responsible for the recruitment, training, induction and coaching of staff in the Admin Department.
21. Identify Staffing needs, complaints and performance issues and relate them to the HR team.
22. Coordinate and approve time off and scheduling; leave management for direct reports.

QUALIFICATION & EXPERIENCE

1. Previous working experience in operations and administration for 6 years
2. First degree in Business Administration, Human Resources or another relevant course. A master’s in business administration is favourable
3. Hands-on experience in employee administration and succession planning.
4. Thorough knowledge of administrative changes
5. Excellent organizational and leadership skills
6. Excellent communication, interpersonal and presentation skills
7. Outstanding analytical and problem-solving abilities
8. Professional certification such as ICSAN, CIPMN is highly favourable

SKILLS & ABILITIES

1. Excellent organizational, corporate communication and time management skills
2. Superior quantitative and qualitative analytical skills
3. Problem solver able to keep calm and efficient under pressure and in crisis
4. Proven track record in engaging, inspiring and leading teams.
5. Successful track record in making independent, strategic decisions.
6. Extensive local and sector knowledge.

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Primly Premium Solutions Limited (PPS) is a technology Solution Company established in Nigeria to provide innovative solutions to basic issues that occur in everyday life. Our goal is simple - using technology to solve societal problems.

We are a fun and energetic team with a culture of excellence. At PPS we understand it takes a team to thrive - Talent wins games, but teamwork and intelligence win championships. We are expanding our team, and looking for talented and passionate individuals.

We design web applications, and database solutions and offer consultancy services.

As we continue to grow, we are seeking talented, passionate individuals to join our team.

Job Title: Systems and Network Administrator

Location: Abuja

Job Summary: The Systems and Network Administrator will be responsible for managing the IT systems and network infrastructure of a group of companies, ensuring reliability, security, and efficiency. This role is vital in supporting our clinical and administrative teams, facilitating seamless communication, data management, and overall IT performance. Additionally, S/he will work closely with developers to conceptualize ideas, develop software solutions, and oversee application testing.

Key Responsibilities:

Staff Training and User Support:

1. Provide training to new staff members on the hospital’s IT systems, software applications, and security protocols.
2. Develop user guides, how-to manuals, and other training materials to facilitate the use of IT resources by clinical and administrative staff.
3. Conduct periodic IT training sessions on the use of new systems or upgrades for both technical and non-technical staff.

Documentation and IT Inventory Management:

1. Create and maintain detailed documentation of IT systems, configurations, cloud architecture, and operational procedures.
2. Maintain an updated inventory of IT assets, including hardware, software licenses, and cloud resources.

Domain and Website Management:

1. Handle domain registration, DNS configuration, and SSL certificate management to ensure secure and reliable access to hospital websites and portals.
2. Ensure proper routing and accessibility of all hosted websites, including hospital intranet and patient portals.

Server Management and Maintenance:

1. Set up, configure, and maintain physical and virtual servers to support clinical applications and hospital services.
2. Manage system updates and patches to ensure optimal security and performance for applications such as Electronic Medical Records (EMR), Patient Management Systems, and other healthcare tools.

AWS Cloud Resource Management:

1. Oversee the all AWS cloud infrastructure, including EC2, VPC, S3, and other relevant services.
2. Optimize cloud resources for scalability, security, and cost efficiency, ensuring compliance with healthcare data regulations (e.g., HIPAA).

Network Design and Maintenance:

1. Design, implement, and manage the hospital’s network infrastructure, including routers, switches, firewalls, and VPNs.
2. Monitor network performance, troubleshoot connectivity issues, and optimize the network for high efficiency and security.
3. Oversee the installation and maintenance of network cabling (Ethernet, fiber optics, etc.) across hospital facilities.

Application and Web Development Coordination:

1. Serve as the point of contact with in-house and external developers to conceptualize and plan new IT web applications.
2. Participate in the design and development phase by offering technical input to align the applications with hospital needs.
3. Ensure that all applications adhere to security and performance standards required in a healthcare setting.

Product Testing and Quality Assurance:

1. Conduct thorough testing of web applications and hospital software products to identify bugs and ensure functionality in line with business requirements.
2. Create testing scenarios, confirm that all features work as intended, and collaborate with developers to resolve issues.
3. Maintain documentation of testing processes and results, providing feedback for continuous improvement.

General IT Support:

1. Provide technical support to hospital staff across all departments, handling issues related to system access, software, hardware, and peripherals.
2. Install, configure, and maintain operating systems (Windows, Linux) on desktops, laptops, and servers.
3. Set up and troubleshoot email accounts (Outlook, Gmail), Google Drive, and other cloud-based applications used by the organization.
4. Manage helpdesk requests, prioritize urgent issues, and escalate when necessary.

Security Management and Audits:

1. Implement security measures such as firewalls, encryption, and access controls to safeguard sensitive patient and hospital data.
2. Conduct regular security audits and vulnerability assessments to identify and mitigate risks.
3. Stay updated with the latest cybersecurity trends and healthcare compliance requirements to ensure robust security practices.

Backup and Disaster Recovery Planning:

1. Establish and maintain data backup procedures to ensure all web applications, and hospital data are securely backed up and recoverable.
2. Develop and test disaster recovery plans to minimize downtime and data loss in case of system failures or cyberattacks.

IT Project Management and Planning:

1. Assist in the planning and implementation of new IT projects and initiatives as the hospital grows and expands.
2. Collaborate with department heads to understand their IT needs and recommend solutions that improve workflow and operational efficiency.
3. Evaluate emerging technologies and recommend tools and systems that could enhance hospital operations, patient care, and data management.
4. Continuously seek ways to improve IT processes, network performance, and security measures.
5. Stay current on industry trends, new technologies, and best practices in healthcare IT to ensure that the hospital remains at the cutting edge.

Qualifications:

·Bachelor’s degree in Computer Science, Information Technology, or a related field.

·Proven experience as a Systems Administrator, Network Administrator, or similar role.

·Proficiency in configuring and managing firewalls and cPanel environments.

·Strong understanding of networking concepts, protocols, and AWS services (EC2, S3, VPC, etc.).

·Strong knowledge of server and network hardware and software.

·Familiarity with healthcare IT systems and regulations (e.g., HIPAA) is a plus.

·Excellent problem-solving skills and the ability to work under pressure.

·Strong communication skills, both written and verbal.

How to Apply: If you are passionate about technology we encourage you to apply!

Please submit your CV and a cover letter to jobs@primlypremiumsolutions.com.ng

using the Job Role as the title of your mail. Feel free to include relevant

certifications.

Job Title: Driver

Location: Abuja

Job Type: Full-Time

About Us:

We are a dedicated mental health outpatient clinic committed to providing high-quality care and support to our clients. We are currently seeking a reliable and professional driver to join our team, ensuring safe and efficient transportation for our clients, staff, and materials.

Key Responsibilities:

1. Safely transport clients, staff, and materials to and from various locations as required.
2. Ensure the clinic vehicle(s) is well-maintained, clean, and serviced regularly.
3. Assist clients during pick-up and drop-off, ensuring their comfort and safety.
4. Maintain accurate records of journeys, mileage, and vehicle maintenance.
5. Follow all health and safety regulations, traffic laws, and company procedures.
6. Communicate effectively with clinic staff regarding schedules and transportation needs.
7. Support staff with other duties when required, including running errands and delivering materials.

How to Apply:

If you’re a responsible and caring individual with a passion for helping others, we’d love to hear from you. Please send your CV and a cover letter to jobs@mapleartstherapyc.om by31st October 2024.

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·      A diploma degree in Business Administration, Supply Chain Management, or a related field is preferred.

·      Proven experience as a Purchaser or similar role, preferably in a hospital or food service setting.

·      In-depth knowledge of purchasing strategies and techniques, particularly in food procurement.

·      Familiarity with local markets and vendors, with the ability to identify reliable suppliers offering competitive prices.

·      Strong negotiation skills and the ability to build and maintain effective vendor relationships.

·      Excellent organizational and multitasking abilities.

·      Analytical mindset with a focus on achieving cost savings without compromising quality.

·      Effective communication skills and the ability to work collaboratively with diverse teams.

·      Proficiency in MS Office (Excel, Word)

Intersect Consortium is looking for a Legal / Assistant Services Manager manager to provide expert legal services, oversee legal aspects of our diverse industries and handle managerial responsibilities. S/he will oversee multiple administrative leads across our centres. The role involves ensuring efficient management of inquiries, meticulous documentation, and enhancing overall customer experience through streamlined processes and training initiatives.

Job Title: Purchasing Officer

We are seeking an experienced Purchaser to manage the procurement of food items and store items for our facilities. The ideal candidate should have a strong background in purchasing, particularly in food service operations, and be knowledgeable about local markets and vendors.

This role requires meticulous attention to detail, the ability to negotiate prices and ensure timely delivery of quality products. The Purchaser will collaborate closely with kitchen staff and other relevant departments to ensure efficient inventory management and cost-effective purchasing practices.

·      Work with the Store Officer across multiple centres to create re-order levels.

·      Oversee the purchasing of Food Items for Kitchens across our facilities.

·      Oversee the purchase of store and other items across our facilities.

·      Coordinating purchasing activities for all organizations in the consortium in Abuja and overseeing and supporting the purchasing unit in our out-of-station centres.

·      Make comprehensive lists of required food items and store items based on operational needs and budget constraints.

·      Conducting regular market surveys to identify cost-effective vendors

·      Negotiating prices and terms with vendors to secure favourable deals

·      Producing monthly reports on cost savings achieved through efficient purchasing practices.

·      Overseeing the distribution of purchased items to various centres and departments.

·      Collaborating with cooks and relevant staff to develop and routinely change the food menus ensuring they meet nutritional standards and budgetary guidelines.

·      Working with the chef Supervisor in developing a standardized unit of measure and ensuring accurate inventory management.

·      Managing bulk cooking operations across hospital centres to ensure consistency and quality.

·      Monitoring inventory levels and ensuring adequate stock levels of food and store items.

·      Prepare and maintain purchasing records, reports and price lists

·      Work with the admin department to determine procurement needs, quality, and delivery requirements

·      Assist in the development of specifications for equipment, materials, and services to be purchased

·      Reconcile or resolve value discrepancies

·      Comply with and maintain knowledge of applicable rules, legislation, regulations, standards, and best practices

·      Develop and implement purchasing and contract management instructions, policies, and procedures

·      Prepare reports regarding market conditions and merchandise costs.

·      Can be a member of at least three standing committees.

·      Any other duties assigned by your line manager

Job Summary

1. The Admin & Customer Service Lead will oversee administrative functions across multiple Treatment Centers in the Consortium, working closely with the ASM Admin.
2. This role ensures efficient inquiry management, training, and the introduction of a structured documentation system.
3. In addition to heading the training arm of the admin department, s/he will develop and implement Admin SOPs and policies, support the incident reporting committee, and represent the admin department in meetings.
4. This position is dedicated to providing exceptional services, resulting in high customer satisfaction and positive feedback.

Role

Customer Service Lead Role and Responsibilities:

Inquiries Management:

1. Regularly review and ensure that inquiry logs are up-to-date, capturing all inquiries received and actions taken.
2. Use the approved scripts when responding to inquiries to maintain consistency and professionalism.
3. Ensure prospects and clients are treated with respect, consideration and sensitivity.
4. Ensure inquiries are responded to promptly by picking up the enquiry, passing it to the relevant officer and following up to ensure the patient is satisfactorily attended to.
5. Monitor the follow-up process to guarantee timely responses and resolution of inquiries.
6. Drive inquiry conversion rate across centres.
7. Post live chat inquiries promptly in relevant groups and monitor the response rate of admin leads to these posts.
8. Continuously develop and improve the Customer Service Manual and policies to improve customer service delivery.

Documentation:

1. Usethe CRM to document and maintain accurate customer service/inquiry records.
2. Collaborate with other admin staff to design and implement a structured filing system. This system should cover inpatient agreements, DAMA forms, search forms, leave requests, rotas, employee files, and other administrative documents.
3. Ensure these documents are easily retrievable, securely stored, and comply with confidentiality standards.
4. Periodic Checks: Conduct regular audits of the filing systems to ensure compliance and address any issues.
5. Training: Educate staff on the importance of proper filing and document management.
6. Review each client intake process (EMR Documentation & File creation), gathering the necessary information and ensuring accurate and confidential record-keeping.
7. Ensure allinpatients and outpatient appointments are logged on the Appointment tracking software.
8. Ensure Discharge plans are logged in Setmore within 72 hours of a patient’s discharge.

Customer Experience:

1. Work with Admin Leads to ensure we provide exceptional services resulting in customer satisfaction and positive Feedback
2. Develop a uniform patient experience process flow with scripts, processes and protocols that guide and educate Admin leads on their role in every aspect of the customer journey.
3. Maintain systems for administering feedback to prospects, clients and their relations concerning our services, prices and operations via survey forms, telephone or in person.
4. Produce monthly reports measuring customer satisfaction and disseminate feedback to the appropriate internal entities.
5. Ensure customer issues are identified, escalated early and handled in line with the Complaints SOP.

Administrative Roles and Responsibilities:

Training and Development:

1. Work with HR to ensure Admin Leads have regular in-house Customer Service Training.
2. Regular Training Sessions: Plan and conduct regular training sessions for admin staff (Admin Leads, Cleaners, Cooks and other Staff) to keep them updated on best practices and new procedures.
3. Train new staff on Setmore, Enquiry log systems, CRM, EMR, Documentation Spreadsheets and other Customer service-related software.
4. Develop Training Materials: Create and maintain training slides and modules focusing on customer service guidelines and other relevant topics.
5. Feedback Mechanism: Establish a system to gather feedback from training sessions to continuously improve the training process.

Job Summary

1. The Admin & Customer Service Lead will oversee administrative functions across multiple Treatment Centers in the Consortium, working closely with the ASM Admin.
2. This role ensures efficient inquiry management, training, and the introduction of a structured documentation system.
3. In addition to heading the training arm of the admin department, s/he will develop and implement Admin SOPs and policies, support the incident reporting committee, and represent the admin department in meetings.
4. This position is dedicated to providing exceptional services, resulting in high customer satisfaction and positive feedback.

Role and Responsibilities

Customer Service Lead Role and Responsibilities:

Inquiries Management:

1. Regularly review and ensure that inquiry logs are up-to-date, capturing all inquiries received and actions taken.
2. Use the approved scripts when responding to inquiries to maintain consistency and professionalism.
3. Ensure prospects and clients are treated with respect, consideration and sensitivity.
4. Ensure inquiries are responded to promptly by picking up the enquiry, passing it to the relevant officer and following up to ensure the patient is satisfactorily attended to.
5. Monitor the follow-up process to guarantee timely responses and resolution of inquiries.
6. Drive inquiry conversion rate across centres.
7. Post live chat inquiries promptly in relevant groups and monitor the response rate of admin leads to these posts.
8. Continuously develop and improve the Customer Service Manual and policies to improve customer service delivery.

Documentation:

1. Usethe CRM to document and maintain accurate customer service/inquiry records.
2. Collaborate with other admin staff to design and implement a structured filing system. This system should cover inpatient agreements, DAMA forms, search forms, leave requests, rotas, employee files, and other administrative documents.
3. Ensure these documents are easily retrievable, securely stored, and comply with confidentiality standards.
4. Periodic Checks: Conduct regular audits of the filing systems to ensure compliance and address any issues.
5. Training: Educate staff on the importance of proper filing and document management.
6. Review each client intake process (EMR Documentation & File creation), gathering the necessary information and ensuring accurate and confidential record-keeping.
7. Ensure allinpatients and outpatient appointments are logged on the Appointment tracking software.
8. Ensure Discharge plans are logged in Setmore within 72 hours of a patient’s discharge.

Customer Experience:

1. Work with Admin Leads to ensure we provide exceptional services resulting in customer satisfaction and positive Feedback
2. Develop a uniform patient experience process flow with scripts, processes and protocols that guide and educate Admin leads on their role in every aspect of the customer journey.
3. Maintain systems for administering feedback to prospects, clients and their relations concerning our services, prices and operations via survey forms, telephone or in person.
4. Produce monthly reports measuring customer satisfaction and disseminate feedback to the appropriate internal entities.
5. Ensure customer issues are identified, escalated early and handled in line with the Complaints SOP.

Administrative Roles and Responsibilities:

Training and Development:

1. Work with HR to ensure Admin Leads have regular in-house Customer Service Training.
2. Regular Training Sessions: Plan and conduct regular training sessions for admin staff (Admin Leads, Cleaners, Cooks and other Staff) to keep them updated on best practices and new procedures.
3. Train new staff on Setmore, Enquiry log systems, CRM, EMR, Documentation Spreadsheets and other Customer service-related software.
4. Develop Training Materials: Create and maintain training slides and modules focusing on customer service guidelines and other relevant topics.
5. Feedback Mechanism: Establish a system to gather feedback from training sessions to continuously improve the training process.

Others:

1. Be involved in developing rotas for operational staff (Drivers, Cooks, Security, etc.), oversee schedules and review nursing & support workers' rotas to ensure work schedules are in line with contract provisions.
2. Manage Central / Head Office Meeting calendars to ensure centre meetings are held and action points are followed up.
3. Support the Incident Reporting Committee ensuring staff are aware of the incident reporting process and incidents are reported and handled in line with the Incident reporting framework.
4. Provide weekly reports to the ASM Admin’s office on the following; enquiry log, feedback and service delivery, complaints, Bed Occupancy and other relevant decision-making indices.
5. Perform HR responsibilities at the locality level including but not limited to onboarding, staff documentation, recruitment, monitoring staffing levels, leave requests processing and working with the HR team in filling out vacancies and handling complaints/ performance issues.
6. You may be expected to be part of special projects related to and non-related to your department.
7. Perform other duties so assigned

Key skills for secretaries

1. Good communication, customer service and relationship-building skills
2. Teamworking skills
3. Organisation and time management skills
4. Attention to detail
5. Negotiation skills
6. Assertiveness
7. Flexibility
8. Tact, discretion and diplomacy
9. The ability to be proactive and use your initiative: to see what needs doing and to do it
10. The ability to use standard software packages (eg Microsoft Office) and to learn bespoke packages if required.

to be added

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