About the Role
Foremost Radiology Consultants Limited (FRCL) is a premier private radiology and imaging center committed to providing reliable, affordable, and high-quality diagnostic services to the Lagos medical community. Driven by our vision to be the foremost provider in medical imaging, we utilize state-of-the-art equipment and a highly trained professional team to deliver personalized patient care. We are currently seeking an experienced, highly organized, and results-driven Customer Experience Manager to elevate our service delivery standards and lead our patient-facing operations.
Key Responsibilities- Oversee end-to-end customer experience operations to ensure a seamless, compassionate, and efficient patient journey.
- Lead, mentor, and monitor the performance of the front desk and customer service teams.
- Develop, implement, and refine service improvement strategies and Standard Operating Procedures (SOPs).
- Manage and resolve patient feedback, inquiries, and complaints promptly and professionally.
- Streamline administrative and reception processes to reduce wait times and improve appointment scheduling.
- Collaborate with medical and technical staff to maintain a harmonious, patient-centric environment.
- Bachelor's degree in Business Administration, Communications, Healthcare Management, or a related field.
- Proven work experience as a Customer Experience Manager, Customer Service Manager, or similar leadership role.
- Prior experience in the healthcare or medical diagnostics sector is a distinct advantage.
- Exceptional leadership, people management, and team-building capabilities.
- Strong problem-solving skills with a proactive, detail-oriented, and highly coordinated approach.
- Outstanding verbal and written communication skills in English.
- Competitive salary based on experience and expertise.
- Opportunity to work with advanced state-of-the-art medical equipment in a modern facility.
- Professional growth and career advancement within a leading healthcare institution.