Job Openings at Bridge Clinic

Bridge Clinic is committed to building a reliable and technologically advanced healthcare system within Nigeria, and which extends beyond her borders, that is cost-effective and renowned for high-quality care while adhering to leading international standards.

Founded on the principles of international standards in healthcare delivery, now Vice Executive Chairman of Bridge Clinic, Dr Richardson Ajayi founded Bridge Clinic in 1999. Bridge Clinic was originally set up as a fertility clinic and since its inception has grown to become the leading fertility centre in West Africa attracting clients from other regions in both West and East Africa.

We are recruiting to fill the following positions below:

1.) Customer Service Officer

Job Location: Lagos
Employment Type: Full-time (Onsite)

Position Overview

• The Customer Service Officer is responsible for implementing customer service strategy for Bridge Clinic, impacting revenue growth through optimized patient journey management and utilization of client relationship tools that enhance operational excellence, service delivery, satisfaction, and patient loyalty.

Accountabilities and Responsibilities
Your scope of responsibilities will include but are not limited to the following:
Strategy Implementation:

• Implement the Customer Service Strategy and process flow in alignment with Bridge Clinic’s overall business objectives.
• Implement a customer service reporting framework and insights to Senior management, influencing broader operational and strategic decisions.

Revenue Impact & Growth:

• Drives Revenue Growth by optimizing the patient journey to improve conversion rates, improve repeat treatment cycles, and increase patient lifetime value.
• Protects Recurring Revenue by leading specialized retention and re-engagement strategies for patients through dragnet follow-up calls,  to reduce attrition rate and foster loyalty.

Patient Journey Management & Experience:

• Collaborate with Clinical Operations Staff to oversee  end-to-end non-clinical patient journey: Design, optimize and analyse touch point interaction from initial consultation through treatment, pregnancy, and post-delivery follow-up strategies.
• Implement a structured, compassionate framework for managing patients who have experienced failed IVF cycles. This includes tailored communication, counselling coordination, and re-engagement strategies.
• Proactive Patient Nurturing: Manage communication streams (calls, emails, SMS, WhatsApp) to provide timely updates, education, follow-up and emotional support at each stage of the treatment process.

Client Relationship Management, Data & Insights-Driven Strategy:

• Serve as the organizational owner of the CRM system, ensuring it is the central hub for all patient relationship data.
• Execute Customer relationship Management Strategies to improve loyalty and word –of-mouth referrals. This includes but not limited to anniversary and birthday messaging to clients
• Implement advanced segmentation (e.g., by treatment stage, diagnosis, cycle outcome) to enable personalized communication and targeted support campaigns.
• Analyze CRM data to identify trends in patient satisfaction, drop-off points in the journey, and factors influencing cycle success or patient retention.
• Translate data insights into actionable plans for operational improvements.

Team Membership & Process Optimization:

• Support a high-performing Customer Service team, fostering a culture of empathy, resilience, and excellence.
• Ensure adherence to Standard Operating Procedures (SOPs) for all customer service interactions, complaint resolution, and escalation pathways to medical and operational leadership.
• Collaborate closely with the Client Liaison Officers, CXEs, Clinic Operations Managers, clinical team and Marketing teams to ensure a seamless transition from inquiry to patient treatment and alignment on patient experience goals.
• Collaborate with the quality team to ensure timely resolution of all customer-related incidents.

Customer Feedback & Complaint Management:

• Institutionalize a robust system for timely collection, analysis and communication of patient feedback (surveys, NPS, testimonials, google reviews) for operational efficiency.
• Implement a structured service recovery program to effectively and sensitively address complaints, turning challenging situations into opportunities to rebuild trust.

Requirements

• HND/BSC with 2 - 3 years of experience in a similar role
• High interpersonal skills with a collaborative and flexible work style
• Entrepreneurial mindset with the ability to spot sales opportunities
• Excellent verbal and written communication skills
• Excellent listening, negotiation and persuasion abilities
• CRM and Project Management Skills
• Business research and analysis skills

Salary
Very attractive with other benefits.

Method of Application
Interested and qualified candidates should: Click here to apply online
Or
Send their CV to: hr@thebridgeclinic.com using the Job Position as the subject of the email.

2.) Client Liaison Officer

Job Location: Nigeria
Department: Clinical Support - BCL
Employment Type: Full-time (Onsite)

Position Overview

• The Client Liaison Officer is responsible for converting leads into booked appointments through proactive engagement across Bridge Clinic's communication platforms while ensuring follow-up and contributing to service delivery improvements.

Accountabilities and Responsibilities
Your scope of responsibilities will include but are not limited to the following:
Leads Conversion:

• Drive appointment booking through the timely engagement of leads and the follow-up of unconverted enquiries via the following Bridge Clinic platforms: Infusion Soft, Website Chat, Facebook Messenger, Whatsapp and telephone calls.
• Ensure that sufficient appointments are booked for the Fertility business according to set targets.
• Ensure appropriate follow-up on appointment consultations and appointment ‘no-shows’ to ensure complete conversion.
• Respond to client requests and complaints for all business units.
• Contribute to the improvement of service delivery and people development within the department.
• Prepare and submit weekly and monthly activity and results reports to assist management decision making.

Requirements

• Candidates should possess an HND/BSC with 2 - 3 years of experience in a similar role
• High interpersonal skills with a collaborative and flexible work style
• Entrepreneurial mindset with the ability to spot sales opportunities
• Excellent verbal and written communication skills
• Excellent listening, negotiation and persuasion abilities
• CRM and Project Management Skills

Salary
Very attractive with other benefits

Click here to apply online

3.) Client Experience Officer

Job Locations: Abuja and Port Harcourt, Rivers
Department: Clinical Support - BCL
Employment Type: Full-time (Onsite)

Overview

• The Client Experience Officer is responsible for managing walk-in clients, ensuring seamless reception, billing and complaints management

Key Responsibilities
Your scope of responsibilities will include but are not limited to the following:

Client Reception:

• Generate new prospects, and ensuring at least 55% conversion of walk-in client enquiries to appointment.
• Provide assistance to walk-in customers as required, ensuring update-to-date knowledge of company’s product offering and services
• Ensure timely management of walk-in clients, adhering to the stipulated optimal walk-in time
• Resolve client complaints by investigating problems; proffering solutions; preparing reports and making recommendations to teams as required.
• Manage client billings and cashiering, ensuring zero income leakage.
• Ensure zero complaints on front office décor and overall facility from audit report.
• Prepare and submit weekly and monthly activity and results reports, such as daily call reports, weekly work plans, and monthly and annual territory analyses.

General Administrative Services:

• Initiate and coordinate administrative procedures/plans as required to effect efficient operation
• Monitor compliance with Administrative policies and procedures
• Monitor cost and expenses to assist with budget preparation

Facility Management:

• Oversee facilities and office equipment by completing the preventive maintenance requirements, and calling for repairs where needed
• Assist to manage utilities and small administrative projects (e.g. relocation)
• Coordinate the activities of external service providers
• Monitor delivery of services provided by third parties and prepare periodic reports on performance
• Liaise with utility service providers to ensure uninterrupted services and prompt payment of bills

Procurement:

• Maintains office supplies inventory by checking stock to determine inventory level; anticipating office supply needs; and verifying receipt of supplies
• Monitor inventory of office supplies and purchasing of new material, with attention to budgetary constraints
• Liaise with Corporate Administration for technical procurements and supply as required

Mail Administration:

• Oversee mail administration, ensuring timeliness of mail and dispatch

Requirements

• Candidates should possess an HND/BSC with 1 - 2 years of experience in a similar role
• High interpersonal skills with a collaborative and flexible work style
• Entrepreneurial mindset with the ability to spot sales opportunities
• Excellent verbal and written communication skills
• Excellent listening, negotiation and persuasion abilities
• CRM and Project Management Skills.

Salary
Very attractive with other benefits.

Click here to apply online