Job Title
Who we are
EHA Clinics is a world-class comprehensive health care service provider located in Nigeria. We aim to bridge the gap between patients and healthcare services in any setting: the clinic, the home, or through innovative online and mobile solutions. All of our clinics are equipped with the latest healthcare technologies, and the most dedicated team of healthcare professionals, providing a unique range of patient-centric services.
Mission Statement
We are on a mission to deliver quality health care that is accessible, effective, and affordable. By leveraging technology and an exceptional team, we provide a superior experience, improved outcomes, and reduced pricing for our individual, family, and business members.
Core Values
CUSTOMER EXPERIENCE: We deliver ever-increasing value and convenience to our customers and ensure they are treated with the utmost respect and service regardless of income or social status.
QUALITY: We strive to improve our customers' health, families, and community. We will continuously improve our quality to provide health care services according to the best available science.
SAFETY: We ensure our staff are trained to perform their duties safely and reduce the spread of infections. Our facilities and processes are designed to ensure maximum safety for our customers.
STAFF ENGAGEMENT: We invest in the well-being, training, and development of our staff.
FINANCIAL STEWARDSHIP: We work to reduce waste and maximize value to our customers, investors, and partners.
Our services:
Medical Services
Research and Informatics
Pharmacy
Laboratory & Diagnostics
Community Health (REACH Program)
Telehealth and Telemedicine
EHA Clinics Kano is the first primary healthcare clinic in Subsaharan Africa to be accredited by JCI for ambulatory care. And its laboratory has been awarded the ISO certification by SANAS ISO 15189/2012.
Purpose of the position
The Client Engagement Associate will assist in creating and developing long-term relationships with customers that will ensure retention, loyalty and generate revenue. You will be required to ensure customer conversions and retention. You should be an excellent communicator who is able to grasp customer needs and determine ways to fulfill them. Your goal will be to help us safeguard our revenue and increase the number of our customers and retain them.
What you’ll do
The Client Engagement Associate will support EHA Clinics department predominantly to:
Establish productive, professional relationships with prospects in assigned sectors.
Create plans to identify and address clients’ business needs.
Follow up on customers’ complaints and develop action plans to meet the identified needs, while liaising with concerned units for corrective action where necessary.
Diligently promote, follow up, close sales/deals, up-sell or cross-sell services and products.
Collect client feedback about their experience through several mediums e.g. meetings, surveys, etc.
Act as point of contact for complaints and escalate complaints and/or feedback to the relevant departments promptly.
Study competition to find new ways to retain customers.
Ensure both EHA Clinics and our clients adhere to contract terms.
Work diligently to meet sales and revenue targets.
Collaborate with internal teams (e.g. sales, engineers, senior management) to address customers’ needs.
Work with the Client Relations Manager, on optimizing customer lifecycle.
Assist in enhancing effectiveness and efficiency through technology.
Assist in ensuring that service delivery meets agreed service level agreements.
Assist in diagnosing service delivery problems and initiate actions to improve levels of service.
Continuously seek ways to improve conversion, processes and activities.
Carry out other responsibilities that may be assigned.
Professional Development
EHA Clinics requires all staff to keep their knowledge and skills up to date
S/he is expected to continue to learn throughout their career at EHA Clinics through continuing professional development (CPD). The professional body relating to specialist areas will have information on the type of CPD to be carried out and how much should be completed each year.
Key Areas of Note
Ensure continuing education, training and development is undertaken to meet clinical governance guidelines for Continuing Professional Development and a Personal Development Plan.
Keep up to date with relevant medical research, technology, and evidence-based medical practice by attending continuing education courses and professional meetings, reading journals, etc.
Perform a variety of research and analysis tasks associated with the improvement of clinical care, medical diagnosis, and treatment where appropriate.
Requirements
The requirements listed below are representative of the knowledge, skill, and/or ability required to successfully perform this job.
Minimum of Bachelor's degree in Marketing, Business Administration, or related field.
Minimum of 1 year of proven post NYSC-related experience as a Business Development Executive, Marketing Executive, Customer Success Officer or Client Service Officer.
Experience in the healthcare industry or pharmaceutical distribution industry will be a strong advantage.
Proven track record of meeting and exceeding targets.
Background in customer service, sales and marketing.
Completion of compulsory National Youth Service Corps (NYSC) or exemption.
Key Skills and Attributes
Hold Computer literacy
Excellent Communication
Leadership and Teamwork
Problem solving and Initiative
Strong Attention to Details
Excellent organizational and planning skills
Excellent verbal and written communication skills
Excellent time management skills with proven ability to meet deadlines
Ability to function well in a high-paced and at times stressful environment
Proficient with Google Suite or related software
Excellent interpersonal and communication skills.
Strong networking and interpersonal skills.
Excellent communication and negotiation skills.
Ability to communicate well and able to work with team members of different levels at different locations.
Strong problem-solving and creative skills.
Ability to continuously identify opportunities for improvement
Ability to exercise sound judgment and make decisions based on accurate and timely analysis.
Proficiency in the use of the Asana task management tool is an advantage
Ability to pay attention to details and excellent reporting skills.
Excellent interpersonal and customer service skills
Work Environment
The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions. The noise level in the work environment is usually moderate but can become louder at times due to group discussions or activities. EHA Clinics is a tobacco-free environment.
Above all
We believe strongly in our mission and our core values, and our teams are most successful when they do also.
Remuneration
2,726,090.20 - 3,835,882.67 NGN (Yearly Gross)
Other Benefits
The following benefits are available with this offer of employment:
Healthcare: EHA Clinics will cover medical expenses for yourself, your spouse, and up to four (4) children under 21 years of age, or parents who are dependents of the employee (a total of 6 enrollees including the Primary) and supplemental health care coverage up to a cumulative maximum of N3,000,000 per household (a total of 6 enrollees including the Primary) in any twelve (12) calendar months.
Group Life Assurance: EHA Clinics provides life insurance for team members. This insurance is payable in the event of your death. The effective date of coverage will be upon the successful completion of your probationary period.
Group & Personal Accident: EHA Clinics provides Accidental Death and Dismemberment Insurance (ADD) for you as our employee. AD&D covers death by accidental means (rather than natural causes) and dismemberment. The effective date of coverage is your hire date.
Pension: EHA Clinics supports employee retirement preparation and investment by paying a 10% pension contribution on top of the statutory pension contribution of 8% that is already factored into your salary.
Annual Leave: You are entitled to 21 days of paid annual leave (based on full-time work schedule).
