Customer Service Manager at Clinix Healthcare Nigeria

Clinix Healthcare has 40 years of qualitative experience in Medical and Diagnostic services with over 120 centers across Africa. The state-of-the art Diagnostic Centre represents a milestone towards fulfilling Clinix strategic objectives in providing a world class integrated health system that ensures excellence in health and healthcare for all as a globally recognized destination for healthcare. Clinix Healthcare Nigeria is the first investment in West Africa. The Principal investor is Greenlife Pharmaceuticals and Bliss Gvs Pharmaceuticals. Both companies have outstanding repute in the Nigerian Healthcare industry.

We are recruiting to fill the position below:

Job Title: Customer Service Manager

Location: Ilupeju, Lagos
Job type: Full-time

Description

• We are seeking a dynamic and experienced Customer Service Manager to lead our front desk, admissions, and patient experience team.
• We are committed to delivering compassionate, efficient, and high-quality healthcare services, and we are looking for a professional passionate about enhancing patient satisfaction, streamlining operations, and fostering a positive environment for patients, families, and staff.

Responsibilities

• Oversee daily operations of the customer service, front desk, admissions, and reception teams to ensure smooth patient flow and exceptional service delivery.
• Develop and implement customer service policies, standards, and procedures to improve patient experience and satisfaction.
• Supervise, mentor, train, and evaluate customer service staff, including performance management and professional development.
• Handle escalated patient complaints, inquiries, and feedback promptly and effectively, ensuring timely resolution and follow-up.
• Monitor key performance indicators (KPIs) such as patient wait times, satisfaction scores, appointment scheduling accuracy, and service quality metrics.
• Collaborate with clinical, administrative, and other departments to align customer service efforts with overall healthcare goals and patient care excellence.
• Ensure compliance with healthcare regulations, patient confidentiality (e.g., data protection), and ethical standards in all interactions.
• Manage front office resources, including scheduling, inventory of patient-facing materials, and coordination of appointments and referrals.

Qualifications

• Bachelor’s degree (BSc/HND) in Business Administration, Healthcare Administration, Management, Marketing, or a related field.
• 3–5 years of experience in customer service management, preferably in a healthcare, hospital, or clinic setting.
• Previous supervisory or managerial experience leading customer-facing teams.
• Strong understanding of Nigerian healthcare regulations and patient rights.

Requirements & Skills:

• Proven leadership experience in customer service management, with strong focus on team motivation and performance improvement.
• Excellent interpersonal, communication, and conflict resolution skills to interact effectively with patients, families, and multidisciplinary teams.
• Strong organizational and multitasking abilities in a fast-paced healthcare environment.
• Empathy, patience, and a genuine commitment to patient-centered care and service excellence.
• Analytical mindset to interpret data, identify trends, and implement process enhancements.
• Proficiency in Microsoft Office suite and familiarity with healthcare management software or electronic health records (EHR) systems is desirable.
• Ability to work under pressure while maintaining professionalism and attention to detail.

Application Closing Date
Not Specified.