CALL CENTER EXECUTIVE AT SKIPPER EYE-Q SUPER SPECIALITY EYE HOSPITAL | CALL CENTER JOBS IN LAGOS

About Company:

Skipper Eye-Q Super Speciality Eye Hospital is an International Eye Hospital chain with the presence of 30 in India and 4 in Nigeria handing all types of Eye Surgeries such as Cataract, Retina, Glaucoma, presbyopia, cornea, squint, refractive error, and other vision problems, and having treated 10+ million patients. Our patients get the same treatment in Nigeria as in the US, UK, and India. We are 18 Years in Eye Care and HMO Empanelled Hospitals

Job Description:

We are seeking an empathetic and professionally poised Call Center Executive to serve as the vital first point of contact for our eye care facility. In a specialized medical environment, success is defined by "Vocal Empathy and Logistic Precision", the ability to provide a calm, reassuring voice to patients who may be distressed by vision loss while simultaneously managing complex surgical and diagnostic schedules. This role is designed for a "Patient Journey Advocate" with 2–5 years of experience who can blend "Meticulous Data Entry" with the "Emotional Intelligence" required to navigate a high-volume healthcare environment.

Your mission is to ensure "Seamless Clinical Access and Exceptional Patient Satisfaction." You will be the central hub of communication: responsible for orchestrating the EMR-based appointment ecosystem, verifying insurance details, and collaborating with ophthalmologists to ensure a friction-free patient experience. If you possess "Multitasking Grit," proficiency in Electronic Medical Records (EMR), and a customer-centric approach, we want you to drive our excellence in eye care.

Requirements:

1. Ophthalmic Appointment & Pipeline Management

• Dynamic Scheduling: Orchestrate the scheduling, rescheduling, and confirmation of specialized eye care appointments using Electronic Medical Record (EMR) software.

• Flow Optimization: Manage patient expectations regarding wait times and procedure durations to ensure efficient hospital throughput.

• Insurance & Demographic Sovereignty: Rigorously verify patient demographics and insurance coverage to minimize billing friction and ensure compliance.

2. Empathetic Support & Clinical Coordination

• First-Contact Advocacy: Act as a knowledgeable resource, providing accurate information about eye care services, pre-procedure instructions, and doctor availability.

• Interdisciplinary Synergy: Collaborate closely with optometrists and ophthalmologists to ensure that urgent cases (e.g., sudden vision loss) are prioritized and handled with clinical speed.

• Conflict De-escalation: Handle patient complaints and concerns with patience and professional calm, turning potentially negative experiences into opportunities for service recovery.

3. Data Integrity & Proactive Follow-Up

• Documentation Fidelity: Maintain accurate, confidential, and up-to-date patient records, adhering strictly to data protection regulations (e.g., NDPR/HIPAA).

• Continuity of Care: Conduct outbound follow-up calls to assess patient well-being post-procedure and measure satisfaction through experience surveys.

• Administrative Stewardship: Prepare necessary correspondence and reports to assist the management team in monitoring call center performance metrics.

Qualifications and Skills:

Professional Profile

• Education: Bachelor's Degree in Social Sciences, Humanities, or Health Information Management.

• Experience: 2–5 years in a healthcare call center or medical setting (Experience in Ophthalmology/Eye Care is a major advantage).

• Technical Mastery: Proficiency in Microsoft Office Suite and hands-on experience with EMR/Hospital Management Systems.

• Language Skills: Exceptional verbal and written English; fluency in local languages (Yoruba, Igbo, or Hausa) is highly desirable.

Core Competencies

• Vocal Empathy: Ability to remain professional and supportive, specifically with patients suffering from vision-related distress.

• Multitasking Grit: Capability to manage high call volumes while navigating complex software systems without compromising data accuracy.

• Ethical Literacy: Deep understanding of patient confidentiality and medical ethics.

Salary

Application Closing Date: Not specified

Application Instructions:

Interested and qualified candidates should send their updated CV to: skippereyeqhospitals@gmail.com and copy skippereyeqnigeria@gmail.com using the Job Position as the subject of the mail.