Admin and Customer Service Lead at the Olive Prime Psychological Services (TOPS)

At The Olive Prime Psychological services (TOPS), we are aware of the dynamics of being human and understand that life can sometimes go beyond your capabilities. Additionally, we understand the role genetics and environmental factors play in our mental health and the ability to cope with life.

Difficult situations do arise, and at such times, we are committed to providing the much needed support to our clients and patients, ensuring that each individual experiences a more realistic, flexible journey to Recovery.

Our treatment approach is multidisciplinary and delivered in a safe and comfortable environment with experienced staff that provide specialist services and combine a range of therapeutic interventions.

TOPS became the first Day Hospital addiction and mental health resource center in Nigeria when it opened in Abuja a few years ago. It has since grown to have an inpatient facility in Abuja. TOPS has a robust array of psychological tools and can boast of being one of the few Centers in West Africa that have the latest Psychological Tools like the WISC-V for testing intelligence in younger people. We have a robust Child and Adolescent service. Our Medical Director, Dr Motunrayo Oyelohunnu, who was appointed MD last year on her return from Canada has a special interest in Child and Adolescent psychiatry and is making sure that investments are made in the organisation to cater for the needs of individual and families with young people that have mental and behavioural challenges.

Our Drug rehabilitation program is a blend of both American/Canadian and UK treatment protocols (choosing the best from each service). More importantly we believe in the role of spirituality in treatment, irrespective of your faith. Your spiritual development will be encouraged.

We are now opening a new centre in Lekki Phase 1, Lagos State. It is an 11 -bedded facility. We have just appointed a new Clinical Director, Dr Ibironke Thomas, who is a Consultant Psychiatrist, Dr Thomas is an experienced clinician and versed in management of all forms of psychiatric Disorders. She was trained in family/systemic treatments by the Meriden Centre at Birmingham and Solihull Mental Health Foundation NHS Trust. She is one of the big minds in Quality Service delivery within the mental health space in Nigeria.

The Quality and Managerial service will be led by our newly appointed life coach, Murrielle Jean-Michel. Murielle is committed to ensuring the quality of service is same as obtainable in her country in Europe.

TOPS is now a member of the newly formed Intersect Consortium. This is the largest consortium of organisations providing mental and behavioral health treatments in Africa.

We seek to recruit suitable candidates to fill the position below:

Job Title: Admin and Customer Service Lead

Location: Lagos

Job Summary

• Responsible for supervising daily operations of the company, plan the most efficient administrative procedures and also act as a liaison between clients and the organization by assisting with complaints, billing and other queries.

Responsibilities
Customer Service Functions:

• Manage clients and their requests by responding to questions and complaints through means such as telephone calls, emails etc in a timely manner.
• Ensure customer retention and increase our customer base.
• Keep proper records and updated customer and clients’ database.
• Maintain logs and records of calls, hard copies of patients’ files, billing activities and other information.
• Opening of patients’ files for newly registered patients, allotting
• hospital and medical record number and retrieving of patients files when clients come for follow up.
• Check that all discharged patients are properly followed up by primary Clinicians.
• Take enquiries from patients or their relatives with regards to our services, prices and operations either via telephone or in person.
• Focus on providing exceptional services resulting in customer satisfaction
• Attempt to resolve and de-escalate any issues in a calm manner
• Exhibits a detail oriented etiquette and friendly attitude at all times when answering telephone calls
• Appropriately schedules patient appointments for consultations, evaluations, treatments, follow-up, or re-evaluation
• Responsible for maintaining and updating patient medical records.

Admin. Function:

• Plan and coordinate administrative procedures and systems and devise ways to streamline processes
• Receive, dispatch and disseminate official correspondence.
• Ensure the availability of necessary supplies by identifying procurement needs of the facility (reception, departments, kitchen, and wards)
• Ensure effective planning and execution of operations by reducing waste levels
• Ensure the facility and the office premises is always neat and tidy.
• Ensure the kitchen unit, driving unit, cleaning unit and security unit deliver professional services.
• Work with the Business team to develop excellent proposals
• Ensure the smooth and adequate flow of information within the company to facilitate other business operations
• Manage schedules and deadlines
• Identify Staffing needs and relate it to HR
• Comply with and maintain knowledge of company’s policies on dressing, attendance, computer usage, security, and confidentiality.
• Monitor inventory of office supplies and the purchasing of new material with attention to budgetary constraints
• Monitor costs and expenses to assist in budget preparation
• Oversee facilities services, maintenance activities and tradespersons
• Organize and supervise other office activities (recycling, renovations, event planning etc.)
• Ensure operations adhere to policies and regulations
• Ensure proper filling and documentation
• Keep abreast with all organizational changes and business developments

Requirements and Experience

• Minimum of B.Sc. in any related course, a Master’s Degree will be an added advantage.
• Minimum of 3 years’ work experience as an Admin/ Customer Service personnel

Required Skills/Competencies:

• Proven ability to execute complex and detailed processes and procedures timely, accurately and consistently.
• Ability to multi task, prioritize work flow and complete task with a high level of organization, responsibility and efficiency.
• Ability to adapt in a faced paced and changing environment
• Strong problem solving and resolution skills
• Ability to work independently and as part of a team
• Must possess some emotional intelligence for customer management
• Proficient in the use of MS Suit

Application Closing Date
24th August, 2020.