Administrative Lead at The Oleaster Wellbeing and Recovery Center

The Oleaster provides a holistic treatment approach needed to fight addiction and other mental health issues. Our Client-first philosophy, licensed and empathetic staff allow us to meet you wherever you are along your recovery journey. We work closely with you to develop a treatment plan that meets your individual needs. Our integrative approach combines today’s most effective treatment strategies with long-standing, evidenced-based techniques to help you achieve lasting recovery.

We are recruiting to fill the position below:

Job Title: Administrative Lead

Location: Abuja (FCT)
Employment Type: Full-time

Job Summary

• We are seeking a detail-oriented and customer-driven individual as the Admin Lead at the Oleaster Center.
• This position is key to managing customer service operations, administrative tasks, and incident reporting across our centres.
• The successful candidate will be crucial in ensuring smooth operations and improving service quality.

Customer Engagement & Support:

• Handle customer inquiries via phone, email, and live chat, offering guidance and assistance while supporting centre teams.
• Regularly update and improve the Customer Service Manual and policies to enhance service delivery.
• Ensure fast and efficient responses to live chat inquiries, directing them to the correct staff and following up to ensure resolution.
• Focus on providing high-quality customer service to maintain excellent satisfaction levels.
• Work on strategies to convert inquiries into service requests across all centres.
• Address questions from patients and families about services, pricing, and operations, both by phone and in person.
• Oversee the Patient Feedback System and compile monthly feedback reports.
• Ensure adherence to best practices in customer service, documentation, and operational processes to maintain a safe environment for staff and patients.
• Provide weekly reports to the CEO on key service metrics, including inquiries, feedback, complaints, and occupancy rates.

Administrative Leadership:

• Supervise the performance of Admin Officers at all centres across the Consortium.
• Oversee day-to-day administrative activities at the Head Office, such as repairs, renovations, event coordination, and other operational tasks.
• Train and support administrative staff across centres, also assisting with HR-related functions as necessary.
• Oversee the operations of key staff members, such as cooks, operations officers, and drivers at the centres.
• Develop and manage work schedules for cooks, drivers, and other administrative staff in collaboration with team leads and HR.
• Submit monthly performance reports on drivers, cooks, and purchasing officers.
• Collaborate with purchasing officers to negotiate vendor contracts and agreements.
• Plan and manage operations to optimize resource use and reduce waste.
• Conduct regular facility assessments to identify and address operational needs.
• Visit centres within the Abuja area to monitor service delivery and day-to-day operations.

Team Development & Supervision:

• Provide training for new administrative staff on the Patient Appointment Scheduling App and EMR system.
• Lead and facilitate weekly meetings with all Admin Officers, ensuring that action points are followed through within set timeframes.
• Identify staffing requirements, performance challenges, and any issues, communicating them to HR for resolution.
• Ensure compliance with company policies related to dress code, attendance, security, and confidentiality.
• Develop and implement programs aimed at improving patient services, quality assurance, and departmental activities.
• Assist with the recruitment process for administrative staff, including skill evaluations, developing training programs, and managing schedules.
• Serve as secretary for monthly meetings, including sending reminders, tracking action items, and ensuring timely publication of meeting reports.

Incident Management & Reporting:

• Oversee the entire incident reporting process, acting as the main point of contact for all incident-related matters.
• Ensure timely and accurate reporting of incidents by centres, and assign appropriate panels for investigation.
• Organize and lead meetings with the Incident Reporting Committee to review incidents and produce comprehensive reports.
• Work closely with relevant departments to implement approved recommendations from incident reviews and track the progress of these actions.

Application Closing Date
9th December, 2024.

How to Apply
Interested and qualified candidates should submit their Resume and Cover Letter to: [email protected] using "Admin Lead (Abuja)" as the subject of the email.