The Eye foundation hospital was started in 1993 as a high tech specialist Eye hospital capable of providing services comparable to those obtainable abroad. It is the first and foremost indigenous eye practice in the country that runs a group practice with many sub specialized ophthalmologists.
Over the past 20 years, we have been helping with the fight against preventable blindness in Nigeria and West Africa, and have built partnerships with numerous organizations, various state governments and financial institutions. All of these with the aim of bringing better eye care to the poor, either through the Eye Foundation Hospital itself or it sister Charity hospitals- Deseret Community Vision Institute & Deseret Eye Center.
The Eye Foundation Hospital is equipped with modern surgical facilities which are regularly upgraded to meet international standards.
Eye Foundation hospital prides itself in its spacious accommodation. The hospital does not just treat patients but tries to provide some comfort and facility to both patients and family when they visit.
Eye Foundation Hospital prides itself with a Human Resources department who promote management development for the achievement of management excellence. They are capable of training those that wish to develop their career in quality service delivery and customer service.Job Summary
We are seeking a proactive and experienced Senior Customer Experience Officer to lead our patient service delivery efforts.
This strategic role involves supervising the Customer Experience team, ensuring smooth clinic operations, managing patient communications, and driving a strong customer-focused culture across the hospital.
The ideal candidate will collaborate closely with consultants, hospital leadership, and administrative departments to implement service standards, resolve cross-functional issues, and elevate patient satisfaction.
Key Responsibilities
Supervise and coordinate the daily activities of Customer Experience Officers to ensure excellent service delivery.
Act as the escalation point for complex, unresolved, or sensitive customer issues.
Ensure consistent and professional communication with patients via telephone, email, in writing, and face-to-face.
Oversee patient registration, clinic flow, follow-ups, and rescheduling.
Ensure professional handling of patient communications and complaints.
Liaise with consultants, hospital leadership, HMOs, and corporate clients.
Lead the implementation of customer service policies and patient satisfaction surveys.
Monitor performance metrics, analyze feedback, and drive service improvement.
Manage the preparation and delivery of medical reports, bills, and official correspondence.
Train and mentor Customer Experience Officers while fostering a culture of empathy and responsiveness.
Any other duties assigned by Management from time to time.
Qualifications
A Bachelor’s Degree in Mass Communication / English / Social Sciences or a related field.
A minimum of 5 years of working experience in customer service, with at least 2 years in a supervisory or team lead role.
Experience in the healthcare sector is a strong advantage.
Desirable Certifications: CRM Certification, Customer Experience Management, or similar professional qualifications
Must have completed NYSC
Skills and Competencies:
Strong leadership and team management ability
Advanced understanding of patient relations and healthcare service delivery
High proficiency in CRM systems and Microsoft Office tools (Word, Excel, PowerPoint)
Strong written and oral communication skills
Effective conflict resolution, emotional intelligence, and multitasking abilities.
Proactive, analytical mindset with a passion for continuous improvement
