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Title: Customer Success Analyst

Location: Lagos, Nigeria

Posted At: 18th Jan, 2021


About mDoc 

mDoc is digital health social enterprise that leverages behavioral science, technology and quality improvement methodologies to provide improve access to quality healthcare for people with chronic health needs. We are seeking a knowledgeable, experienced and dynamic UI/UX Designer who will be responsible for the user experience (UX) and user interface (UI) design of our various digital assets. Our goal is to augment the knowledge and capability of healthcare providers and health consumers to ensure longer, happier and healthier lives across sub-Saharan Africa. mDoc aims to further build capability and to support physicians to provide education and tools to patients to improve self-management. Our ethos is etched in the belief that augmenting the healthcare & technology landscape is paramount to helping Africa unlock its true potential. We are on a mission to transform how African healthcare consumers receive the support they need to live longer, healthier, happier and more productive lives.


In close partnership with community-based organizations, government, NGOs and commercial partners, we are augmenting the health system to focus on what matters to our members in their communities. We are building an enabling community-based ecosystem to better help people with self-management of their chronic conditions and other wellness and health needs while helping them navigate quality in-person healthcare when face-to-face care is needed. We focus on personalized care. Over the next few months, we will grow quickly with key projects requiring a deep focus and the discipline, rigor and humility to test alongside our customers, iterate and scale.

The position:  

In this position, you will be a part of the team cohort supporting members to enroll into mDoc programs, as well as facilitate fulfillment of their specific navigational needs. Here you will often  be the first point of contact for mDoc. You will be expected to follow standardized guidelines for  managing incoming and outgoing communications while personalizing the support at the same  time. Along with the mDoc team, you will cultivate an environment reflecting the values of mDoc  Healthcare, including respect for our members and team members. Providing optimal member centered care and experience is of critical importance to mDoc so we are looking for people who  embody this in mind and action. You must be data-driven or willing to be data-driven such that  you are looking constantly at our member needs, responding to them and also looking at  population level data and coming up with ideas on how to drive continued engagement and  adherence. We are looking for risk-takers with a LOT of initiative who are willing to learn and  grow with and add value to a startup company that wants to help people improve their health  and wellness. You must be someone who is comfortable with technology.


Responsibilities

  • Provide medical emergency guidance and healthcare information, or referrals to callers on the  hotline in a polite, empathetic manner. 

  • Reliably adhere to assigned schedules. 

  • Navigate callers to the healthcare facility, service or provider of their choice using the  NaviHealth.ai platform in compliance with established protocols. 

  • Contribute to weekly and monthly monitoring activities.  

  • Maintain engagement records and other documents

  • Research and compile needed clinical resources

  • Support marketing and sales initiatives as subject matter expert. 

  • Review data constantly and provide feedback within expected time frames on  improvements or support 

  • Be based in Lagos 

  • Be required to use technology for a majority of the work 

Location

Lagos, Nigeria preferred. 

Requirements

  • The ideal candidate should be either a licensed and experienced nurse or auxiliary nurse

  • Must have completed First Aid Training and have at least a basic understanding of lifesaving  skills 

  • Strong affinity for customer service. 

  • Ability to speak one or more Nigerian languages is preferred.

  • Excellent organizational and time-management skills. 

  • Excellent verbal and written communication skills 

  • Ability to support, communicate, and teach the unique culture and values of mDoc

  • Technology savvy and enthusiastic adopter of work and personal tools. Must be  comfortable with assisting others in using technology and working remotely  

  • Passion for improving health care experience, outcomes and costs 

  • Interest in reviewing and responding to patient and population health data

  • Fluency in English required. 

  • Strong communication and "person-centered" skills 

To apply, please send to [email protected]:

  • A resume or curriculum vitae.
  • A 1-2 paragraph response in your email indicating why this job is compelling to you