Contact Centre Executive - Total Health Trust
(2022-08)
Responding to inbound calls from enrollees, providers, and other stakeholders, providing accurate and timely information on health plans, benefits, and services.
- Prioritized response based on urgency and severity of the condition.
- Quick assessment of the situation to determine the nature and extent of the emergency.
- Resolved enrollee complaints and concerns in a professional and courteous manner, escalating complex issues to senior management as needed.
- Provided telephonic nursing advice and guidance to enrollees, utilizing evidence-based clinical guidelines and protocols to support decision-making.
- Collaborated with internal stakeholders, including clinical teams, customer service representatives, and claims examiners, to resolve enrollee issues and concerns.
- Participated in quality improvement initiatives, including call monitoring and feedback sessions, to enhance customer service skills and knowledge.
- Maintaining accurate and up-to-date records of enrollee interactions, including call logs, case notes, and correspondence.
- Consistently met or exceeded monthly call handling targets, with an average handling time of 10 minutes per call.
- Achieved a customer satisfaction rating of 95% or higher on quarterly surveys, with enrollees praising my professionalism, empathy, and knowledge.
- Successfully resolved 90% of enrollee complaints and concerns on the first call, reducing the need for escalation and improving overall customer experience.
- Collaborated with the clinical team to develop and implement a telephonic nursing advice protocol, resulting in a 25% reduction in unnecessary emergency department visits.
- Excellent communication and interpersonal skills, with the ability to empathize with enrollees and provide personalized support.
- Strong clinical knowledge and critical thinking skills, with the ability to apply evidence-based guidelines and protocols to support decision-making.
- Proficient in call center software and technology, including automatic call distribution (ACD) systems and customer relationship management (CRM) tools.
Call Center Agent / Claim Management Officer / Quality Assurance Officer / Provider Manager / Case Manager - BETHSAIDA HEALTH MANAGEMENT ORGANIZATION (HMO)
(2021-01 - 2022-12)
- Ensure that all claims submitted by healthcare providers are thoroughly vetted for accuracy, authenticity, and compliance with organizational policies.
- Prevent fraudulent or exaggerated claims by cross-checking with current treatment protocols, tariffs, and standard medication price lists.
- Maintain accurate claim records, process approvals, and ensure timely resolution of disputed claims.
- Establish, manage, and maintain strong relationships with healthcare providers (Primary Healthcare Centers, Secondary and Tertiary hospitals).
- Ensure providers meet the required standards for quality healthcare delivery and compliance with contractual obligations.
- Onboard new hospitals and clinics while maintaining long-term partnerships with existing ones.
- Conduct routine inspections and audits of healthcare facilities to assess quality, infrastructure, and service delivery.
- Provide ongoing provider education and training to align them with HMO processes, medical ethics, and updated guidelines.
- Act as a liaison between clients, hospitals, and the HMO to ensure seamless patient care and experience.
- Monitor clients on admission by visiting facilities, ensuring appropriate care is being administered, and documenting outcomes.
- Support clients in navigating their health benefits, understanding coverage, and resolving service-related issues.
- Manage complex or high-cost cases (e.g., chronic illnesses, surgeries, emergency admissions) by coordinating care plans with hospitals and providers to ensure cost-effectiveness and quality.
- Follow up with discharged clients to ensure continuity of care, adherence to treatment, and client satisfaction.
- Ensure that all healthcare services delivered to clients are in line with international and local clinical standards.
- Monitor service quality, identify gaps, and recommend improvements in provider performance and patient experience.
- Evaluate provider utilization patterns to prevent abuse of services and ensure efficient resource allocation.
- Generate reports on quality assurance audits, claims trends, and client feedback for management decision-making.
- Attend to inbound and outbound calls from clients, addressing inquiries, complaints, and service requests promptly.
- Provide accurate information to clients regarding their health insurance plans, benefits, and provider networks.
- Escalate unresolved client concerns to the appropriate departments for immediate intervention.
- Ensure the company is not over-billed by hospitals through real-time price verification of drugs, procedures, and consumables.
- Participate in negotiations with providers to achieve cost-effective service delivery without compromising quality.
- Track healthcare utilization and financial outflows to ensure sustainability of HMO operations.
Nursing Officer II - AREA E POLICE CLINIC, FESTAC LAGOS STATE
(2020-01 - 2021-12)
- Patient Assessment: Conducting comprehensive assessments to gather vital signs, medical history, and identify patient concerns.
- Patient Education: Providing education and counseling to patients and their families on disease prevention, management, and healthy lifestyle practices.
- Care Coordination: Collaborating with the healthcare team to coordinate patient care, referrals, and follow-up appointments.
- Medication Management: Assisting with the administration, monitoring, and documentation of patient medications.
- Immunization Administration: Administering routine and recommended vaccinations to patients of all ages.
- Chronic Disease Management: Supporting patients with chronic conditions, such as diabetes, hypertension, and asthma, in managing their diseases.
- Wound Care: Providing basic wound assessment, dressing changes, and wound care education to patients.
- Triage and Emergency Response: Identifying and triaging patients with urgent or emergent needs, and providing initial stabilization and referral.
- Community Outreach: Participating in community health screening events, health fairs, and wellness programs.
- Health Promotion: Developing and implementing health promotion campaigns targeting specific population needs.
- Data Collection and Analysis: Gathering and analyzing patient data to identify trends and inform quality improvement initiatives.
- Infection Control: Maintaining strict infection control protocols and educating patients on preventive measures.
- Care Transitions: Facilitating smooth transitions of care for patients being discharged or referred to other healthcare providers.
- Patient Advocacy: Advocating for patient rights, ensuring informed consent, and addressing patient concerns or complaints.
- Interdisciplinary Collaboration: Working closely with physicians, nurse practitioners, social workers, and other healthcare professionals to provide comprehensive care.
- Clinical Documentation: Accurately documenting patient assessments, interventions, and progress in electronic health records.
- Quality Improvement Projects: Participating in the development and implementation of quality improvement projects to enhance patient outcomes.
- Research Assistance: Supporting the primary health care center's research efforts by collecting data, conducting literature reviews, and assisting with data analysis.
- Cultural Competence: Demonstrating cultural sensitivity and adapting care delivery to meet the diverse needs of the patient population.
- Professional Development: Actively seeking opportunities for continued learning, skill enhancement, and professional growth as a student nurse.
Occupational Health Nurse - SEVEN-UP BOTTLING COMPANY/DELOG MEDICAL SERVICE LIMITED IBADAN
(2017-01 - 2020-12)
- Health Promotion: Develop and implement health promotion programs to encourage healthy lifestyles and prevent disease.
- Disease Management: Provide education and support to employees with chronic diseases, such as diabetes, hypertension, and asthma.
- Wellness Initiatives: Develop and implement wellness initiatives, such as fitness programs, stress management, and nutrition counseling.
- Work-Related Injury Management: Manage work-related injuries, including conducting investigations, providing medical care, and coordinating return-to-work programs.
- Occupational Health Surveillance: Conduct health surveillance programs to monitor employees' exposure to occupational health hazards.
- Hazard Identification and Risk Assessment: Identify and assess occupational health hazards, and develop strategies to mitigate risks.
- OSHA Compliance: Ensure compliance with Occupational Safety and Health Administration (OSHA) regulations and standards.
- Workers' Compensation: Manage workers' compensation claims, including conducting investigations and coordinating medical care.
- Record Keeping: Maintain accurate and confidential records of employee health information, including medical records and workers' compensation claims.
- Employee Communication: Communicate health and wellness information to employees through various channels, including workshops, newsletters, and one-on-one consultations.
- Management Collaboration: Collaborate with management to develop and implement occupational health and wellness programs.
- Interdisciplinary Collaboration: Collaborate with other healthcare professionals, including physicians, physical therapists, and mental health professionals.
- Conducted regular inspections of worksites to maintain occupational health and safety standards.
- Promoted a healthier and safer work environment to reduce work-related injuries and disability claims.
- Developed and implemented health policies to improve worker productivity and well-being.
- Educated and trained employees on workplace hazards, preventive measures, and emergency response.
- Ensured the overall health and safety of employees through proactive monitoring and interventions.
Nursing Officer II - HOLY TRINITY HOSPITAL IKEJA
(2013-01 - 2017-12)
- Providing direct patient care: This includes monitoring vital signs, administering medications, performing diagnostic tests, and assisting doctors during procedures.
- Collaborating with the healthcare team: Working closely with physicians, registered nurses, and other healthcare professionals to develop and implement patient care plans.
- Assisting with patient assessments: Conducting physical examinations, gathering patient health histories, and documenting findings accurately.
- Monitoring and documenting patient progress: Assessing and documenting patient symptoms, reactions to treatment, and changes in condition to inform the healthcare team.
- Educating and counseling patients: Providing patients and their families with necessary information about their conditions, medications, and treatment plans.
- Responding to emergencies: Reacting quickly to emergencies, such as cardiac arrests, respiratory distress, or trauma situations.
- Ensuring infection control measures: Following strict infection control protocols to prevent the spread of infections within the healthcare facility.
- Managing patients' pain: Evaluating and addressing patients' pain levels using appropriate pain management techniques and medications.
- Supporting patient recovery: Assisting patients in mobility, rehabilitation, and meeting their self-care needs.
- Maintaining accurate medical records: Accurately documenting patient information, medication administration, and nursing assessments in electronic medical record systems.
- Oversaw and coordinated the activities of nurses on duty, ensuring smooth workflow and adherence to professional standards.
- Compiled and presented accurate, timely reports to the hospital head for effective decision-making.
- Provided comprehensive care to patients undergoing dialysis.
- Ensured central venous lines were well maintained and infection-free.
- Monitored patients during dialysis, focusing on vital signs, blood sugar levels, and overall stability.
- Ensured proper functionality and safety of dialysis machines.
- Implemented pressure area treatment and prevention protocols.
- Educated patients' relatives on conditions, treatment plans, and home care.
- Ensured all surgical instruments and equipment were properly sterilized and arranged for procedures.
- Assisted doctors during a wide range of surgical procedures.
- Served as both scrub nurse and circulating (floating) nurse during surgeries.
- Assisted healthcare providers during labor and delivery.
- Educated expectant mothers on pregnancy, labor, delivery, and postnatal care.
- Supported immunization programs for newborns and children.
- Carried out neonatal male circumcisions under sterile conditions.
- Educated parents on exclusive breastfeeding and conducted follow-ups for compliance.
- Conducted proper newborn assessments using the APGAR score and monitored infant growth milestones.
- Conducted patient triage based on presenting conditions to prioritize care.
- Provided effective communication and health education to patients and relatives.
- Assisted in the management of minor surgical procedures under sterile conditions.
- Skilled in wound suturing for lacerations.
- Performed excellent wound dressing and infection control techniques.
Registered Nurse - GEMBU CENTET FOR HIV/AIDS ADVOCACY NIGERIA (GECHAAN)
(2010-01 - 2012-12)
- Administered vaccines to children and adults in accordance with national immunization protocols and guidelines
- Conducted vaccination outreach services in hard-to-reach communities, ensuring equitable access to immunization services
- Provided education and counseling to caregivers and community members on vaccine-preventable diseases, immunization benefits, and proper vaccine handling and storage
- Collaborated with community health workers and other stakeholders to strengthen vaccination programs and improve health outcomes
- Maintained accurate and up-to-date vaccination records, ensuring data-driven decision-making and program evaluation
- Coordinated with logistics teams to ensure adequate vaccine supply, cold chain maintenance, and proper waste disposal
- Conducted regular monitoring and supervision of vaccination services, identifying areas for improvement and implementing corrective actions
- Participated in training and capacity-building programs for community health workers and other stakeholders on vaccination best practices
- Developed and implemented community-based strategies to increase vaccination uptake and reduce dropout rates
- Collaborated with other healthcare providers to ensure integrated service delivery and comprehensive care
- Participated in outbreak response and investigation activities, providing technical assistance and support as needed
- Contributed to the development of project reports, proposals, and other documentation, ensuring accurate and timely submission
