Department: Member Experience Unit (MEU)
Location: Accra, Ghana
Employment Type: Full-time, In – person

About Rivia Clinics

Rivia Clinics is a growing multi-location, multi-specialty chain offering membership-based healthcare services to companies and their employees. Through our integrated healthcare access platform, our full-service clinics provide both virtual and in-person care across Dzorwulu, Labone, North Kaneshie, East Legon—and counting.

At Rivia, we believe in delivering the WOW Experience: a Warm environment, Open communication, and World-class care. While we currently operate in Ghana, our vision is to expand globally.

Purpose of the Role

The Head of Member Experience leads the end-to-end operations of the Member Experience Unit (MEU)—the central coordination hub between members, the outsourced frontline vendor, internal teams, and Rivia Clinics.

This operational leadership role requires both hands-on involvement in daily activities and strategic development of long-term processes and standards. The Member Experience Lead ensures every member request is captured, tracked, and resolved seamlessly.

Key Responsibilities

Live Operations & Control

Monitor all member interactions in real time via the central dashboard.
Intervene promptly to resolve stalled tickets, failed handoffs, and SLA breaches.
Maintain visibility and control across all channels and stakeholders.

End-to-End Member Journey Ownership

Act as the final escalation authority for all member issues.
Ensure every interaction is logged, assigned, tracked, and closed only after member confirmation.

Vendor Management

Manage the day-to-day and strategic performance of the frontline vendor against contractual KPIs and SLAs.
Oversee onboarding, training, SOP compliance, and quality standards.
Lead corrective action processes for underperformance and manage vendor transitions when required.

Clinic Coordination

Establish and enforce structured coordination across Rivia Clinics.
Ensure clinics meet agreed response times and logging requirements.
Resolve coordination issues and drive accountability across the chain.

SOP & Knowledge Base Ownership

Develop and maintain SOPs, knowledge base, routing logic, and escalation protocols.
Translate recurring issues and member feedback into permanent process improvements.
Conduct root-cause analysis for issues recurring three or more times.

Data Privacy & Member Confidentiality

Ensure all member data is handled strictly within approved systems.
Enforce identity verification protocols across inbound channels.
Act as the first point of escalation for any suspected data breach.

Reporting & Governance

Prepare weekly performance reports and monthly insights.
Lead governance meetings with vendors and clinics.
Present quarterly strategic reviews to leadership.

Process Development & Continuous Improvement

Identify and implement automation and efficiency opportunities.
Refine routing logic, escalation protocols, and tier resolution targets.

Qualifications & Experience

Required

Bachelor’s degree in Business Administration, Operations Management, Healthcare Management, or a related field.
5+ years of experience in high-volume operations, customer experience, or BPO environments.
Demonstrated experience managing third-party vendors against contractual SLAs.
Experience operating in multi-stakeholder environments with competing priorities.
Strong background in real-time operations, performance monitoring, and SLA governance.

Critical Requirement

Proven ability to build or scale systems from scratch in ambiguous, fast-moving environments.

Advantageous

Experience in healthcare, insurance, or membership-based services in Ghana.
Familiarity with Zoho Desk or similar ticketing platforms.

Preferred Qualifications

Experience in healthcare, tech, or startup environments.
Familiarity with digital tools and data-driven decision-making.
Strong project management and organizational skills.

Skills & Competencies

Strong ownership mindset and operational discipline.
Ability to make clear decisions in real-time environments.
Excellent stakeholder management skills.
Analytical and data-driven approach.
Clear written and verbal communication.
High emotional intelligence and cultural awareness.

Key Competencies

Operational Excellence
Strategic Execution
Problem Solving & Decision Making
Communication & Collaboration
Adaptability & Resilience

Success Metrics

Achievement of operational KPIs.
Efficiency improvements and cost optimization.
Team performance and engagement.
Execution of strategic initiatives.
Overall business growth and stability.

Personal Attributes

Compassionate leader who balances operational rigor with empathy.
Collaborative team member who thrives in cross-functional environments.
Visionary thinker who embraces innovation and continuous improvement.
Resilient and adaptable, able to navigate complexity with clarity and confidence.

What We Offer

An opportunity to shape the future of member-centered healthcare at Rivia Clinics.
A leadership team that values innovation, compassion, and operational excellence.
Competitive compensation and benefits package.
A workplace where your leadership will directly impact both member care and team culture.
The chance to leave a lasting legacy in a growing, people-first healthcare organization.

Technology Stack

Zoho Desk (central ticketing and dashboard).
3CX (voice).
RiviaOS (member profiles).
Slack (internal and clinic coordination).
Familiarity with CRM or ticketing platforms is required.