Location: Kokomlemle, Accra
Work Arrangement: In-person, Monday–Sunday (shift system)
Schedule: Full-time
About Rivia Clinics
Rivia Clinics is a growing multi-location, multi-speciality chain of clinics offering membership-based healthcare services to companies and their employees. Through our integrated healthcare access platform, our full-service clinics offer both virtual and in-person care from Dzorwulu to Labone to North Kansehie to East Legon and counting.
Every team member and operator of Rivia Clinics believes in the WOW Experience – a Warm environment, Open communication and World-class Care.
Although we currently operate in Ghana, we have our sights set on other parts of the world.
About the Role
We are seeking a proactive, digitally fluent Customer Experience Officer to support our members in accessing care seamlessly. This role is central to ensuring members feel heard, guided, and connected to the right medical team when needed. You will coordinate communication, manage inquiries, and uphold the Rivia WOW Experience in every interaction.
Key Responsibilities
1. Member Care Coordination
- Respond promptly to calls, WhatsApp messages, and digital platform inquiries
- Guide members through care processes and connect them with the medical team
- Ensure timely follow-up and continuity of service
2. Experience Management
- Deliver warm, professional, and efficient customer support
- Ensure members feel valued and supported at every touchpoint
- Represent the Rivia WOW Experience in all communications
3. Collaboration
- Work closely with doctors, physician assistants, nurses, and administrative staff
- Coordinate referrals and appointments across clinic locations
- Contribute to workflow improvements and service enhancements
4. Documentation
- Maintain accurate records of member interactions and service requests
- Ensure compliance with organizational standards and data privacy policies
5. Efficiency & Responsiveness
- Manage multiple member cases simultaneously
- Balance operational coordination with empathetic communication
- Maintain high responsiveness under pressure
Qualifications
- 2–3 years of experience in customer service, preferably in healthcare or service industries
- Call centre experience is required
- Strong background in care coordination or administrative support
- High typing speed and digital fluency (WhatsApp, EMR systems, call platforms)
- Outstanding written and verbal communication skills, with the ability to build trust virtually
- Ability to thrive in a fast-paced environment and manage multiple priorities
What We’re Looking For
This is not a traditional call-centre role. We want someone who:
- Thrives in virtual environments
- Understands digital member experience
- Is proactive, structured, and calm under pressure
- Can manage multiple member cases simultaneously
Performance Metrics
Success in this role will be measured by:
- Response time to calls and messages
- Documentation accuracy
- Member satisfaction scores
- Case resolution time
- Follow-up compliance rates
Why Join Us?
- Be part of a team building a global healthcare system out of small-town Accra
- Achieve financial security through our success (competitive salaries, progressive employee options pool)
- Grow to become a leader in member experience and care coordination in emerging markets