Floor Manager at Bola Tinubu Health & Diagnostics Centre (PPC Limited)

Bola Tinubu Health & Diagnostics Centre is an ultra-modern Diagnostic Center facility which provides Radiology and laboratory services at Lagos State University Teaching Hospital (LASUTH), Ikeja Lagos. BTHDC is a Public Private Partnership (PPP) between PPC Limited and Lagos State Government. PPC Limited is affiliated to Philips Medical System (PMS), a global leader in providing clinical management and diagnostic technology, and have been successful in transferring latest technology to the healthcare industry in Nigeria.

We are recruiting to fill the position below:

Job Title: Floor Manager

Location: Ikeja, Lagos
Employment Type: Full-time

Summary of Job Roles

• Effectively coordinate and direct customer relations team to ensure excellent customer service delivery and achieve the strategic goals of the business
• Carry out patient triage and risk assessment as required.
• Implement effective patient scheduling and Doctors’ workflow management
• Patient information management and counselling.

Summary of Roles / Responsibilities

• Effectively coordinate and direct customer relations team to ensure excellent customer service delivery.
• Conduct periodic reviews and evaluations of team members.
• Improve overall department and organization efficiency and performance.
• Identify opportunities by coming up with strategic processes and procedures that enhance internal processes.
• Work closely with new team members to intimate them about the company policies and best practices for engaging clients.
• Plan, prioritize and delegate tasks to ensure the proper functioning of the department.
• Evaluate and manage team performance.
• Create and run reports used in tracking customer needs for better service delivery.
• Analyze and evaluate customer support surveys, questionnaires etc. and prepare action plans for improvement.
• Implement strategic plans that improve the company’s revenue through efficient customer service.
• Perform business market analysis that determines customer needs and new opportunities to further improve client service experience.
• Ensure that departments/units are aware of concerns raised by customers and effectively deploy corrective actions.
• Coordinate the department to ensure compliance with the organization’s customer service ground rules.
• Carry out patient triage and risk assessment as required.
• Implement effective patient scheduling and Doctors’ workflow management
• Ensure meaningful patient information management and counselling
• Maintain efficient standard operating system for the customer relations department.
• Set individual staff objectives and ensure the achievement of the target for high-quality service.
• Investigate all issues on the floor, resolve and or escalate matters arising as the case might be.
• Prepare reports to track the performance of employees to enhance efficient evaluation.
• Manage on-the-job challenges of each employee to enhance productivity.
• Monitor the workflow and maintain an efficient rapport between the floor employees and other stakeholders.
• Schedule shifts, and engage proactive solutions when there is a gap in shift coverage.
• Maintain tranquillity and decorum on the floor, and seamless flow in transactions and processes to customers’ satisfaction.
• Systematic follow-up on customers and clients before and after each visitation.

Qualification and Person Specification

• B.Sc. in Nursing.
• The ideal candidate should be an experienced Nurse.
• At least 5 years of proven work experience as a Client/Patient service team lead.
• In-depth knowledge of performance metrics.
• Must have sound computer skills, especially in the use of MS Excel, MS Word, and Powerpoint.
• Excellent communication and leadership skills.
• Organizational and time-management skills.
• Decision-making skills.
• Radical in effecting change, change process and management.
• Proactive and highly principled.
• Must possess excellent communication skills and report writing skills.
• Excellent interpersonal skills.

Application Closing Date
12th April, 2022.