Job Title: Head of Call Center (Medical Doctor)
Location: Lagos, Nigeria
Organization: MetroHealth HMO
MetroHealth HMO, a leading health maintenance organization dedicated to delivering accessible and quality healthcare services, is seeking a highly motivated and experienced Medical Doctor to lead and manage its Call Center operations.
Key Responsibilities
Provide clinical oversight for all medical inquiries handled by the call center.
Supervise and coordinate daily activities of call center agents to ensure prompt, professional, and effective communication with clients.
Develop and implement call center protocols, quality assurance procedures, and escalation guidelines.
Monitor and analyze call center performance metrics, ensuring continuous improvement in service delivery.
Train and mentor staff to maintain high standards in customer service and medical response.
Liaise with medical providers, internal departments, and clients to resolve complex cases and ensure customer satisfaction.
Ensure compliance with regulatory standards and HMO operational guidelines.
Requirements
MBBS degree from a recognized institution (mandatory).
Minimum of 3-5 years post-NYSC experience, with at least 2 years in a supervisory or managerial role within a healthcare or HMO setting.
Strong knowledge of HMO operations and customer service best practices.
Excellent communication, interpersonal, and leadership skills.
Proficiency with call center technologies and CRM systems is an added advantage.
Mode of Application
Interested and qualified candidates should send their CV to aoseji@metrohealthhmo.com with the subject line:
“Application – Head of Call Center (Medical Doctor)”.
<