Patient Experience Lead at the NSIA-LUTH Cancer Center (NLCC)

The NSIA-LUTH Cancer Center (NLCC) is West Africa’s most renowned center dedicated solely to offering premium cancer care, research, education and prevention. Our aesthetic facility stands distinct within the walls of the prestigious Lagos University Teaching Hospital and boasts of world class, state-of-the-art equipment and facilities that deliver international standard Cancer care in a comfortable and safe environment. Our Clinical team comprises of highly skilled and experienced in-house Clinical and Radiation Oncologists, Oncology Nurses and other multidisciplinary specialists with a proven track record of excellence in clinical leadership and expertise in the field of Oncology.

We are recruiting to fill the position below:

Job Title: Patient Experience Lead

Location: Surulere, Lagos

Job Scope

• The Patient Experience Team Lead will provide administrative/customer relations oversight support functions for the center.

Job Responsibilities
Patient and Client Services/ Clinical support:

• Monitoring and supervision of the daily flow of activities at the Front Desk.
• Managing traffic at the reception area to ensure smooth and seamless operations.
• Supervising the porters/clinic assistants and ensuring they are at their duty posts and performing optimally.
• Liaising with specialist consultants to organize their consultation appointments between the front desk officers, the consultant, and the patients.
• Liaising with the finance department to ensure specialist consultant invoices are properly processed.
• Reaching out to referring doctors/hospitals via mail about their patients.
• Working with the front desk to quickly escalate and resolve complex patient concerns and reduce wait time.
• Patient follow-up/check-in after first visits.
• Collating, analyzing, and preparing Clinical Services data for weekly, monthly, and quarterly reports.
• Ensure the orderliness of patients at the entrance and resumption areas of the center.
• Working with the Front desk team, compile weekly updates of operations at the center for management meetings.
• Initiating MISP applications and managing the application process from start to finish (beginning of patient’s treatment)

General Office Administration:

• Supervision of the administration of the clinic including Housekeeping and facility maintenance and management.
• Support the Chief Clinical Coordinator in the documentation of all incidences at the center and other administrative duties to be assigned.
• Working closely with the maintenance team, ensuring timely repairs and servicing of all equipment

Job Requirements

• Candidates should possess a Medical or a Nursing Degree (preferred)
• 3-5 years relevant experience at similar job functions in a Hospital/Clinical setting.
• Have a good knowledge of office operations and general operations.
• Must be Computer literate (MS Office tools),
• Must have Excellent communication skills (Oral and written).
• Competency in the use of Customer-service software is desirable.

In addition to the above, the suitable candidate must possess:

• Drive, ambition, be a self-starter with a strong work ethic and can carry the responsibility of all financial operations and strategy.
• Highly numerical and analytical.
• Ability to work on own initiative and as part of a team.
• Ability to work with little or no supervision.
• Ability to multi-task.
• Demonstrate professionalism towards sensitive and confidential information.
• Communication channels - very strong communication, organizational, and presentation skills (both internally, and to vendors and customers).

Application Closing Date
31st July, 2025.

Method of Application
Interested and qualified candidates should forward their CV to: career@nlcc.ng using the Position as the subject of the email.