Location: Accra (multi-clinic locations)
Schedule: Full time
About Rivia Clinics
Rivia Clinics is a growing multi-location, multi-specialty chain of clinics offering membership-based healthcare services to companies and their members. Through our integrated healthcare access platform, our full-service clinics deliver both virtual and in-person care across Accra — from Dzorwulu to Labone, North Kaneshie, East Legon, and beyond.
Every team member embodies the WOW Experience — a Warm environment, Open communication, and World-class Care. For our customer-facing team, this means member-centered service, proactive communication, and operational excellence. Although we currently operate in Ghana, we have our sights set on other parts of the world.
About the Role
We are seeking a dynamic and empathetic Customer Experience/Relationship Manager to lead member engagement and satisfaction while managing corporate accounts. You will be responsible for building strong relationships with companies and their enrolled members, ensuring seamless service delivery, and driving initiatives that enhance the overall Rivia experience.
Key Responsibilities
- Company Account Management: Serve as the primary liaison for corporate clients, ensuring smooth onboarding, account servicing, and issue resolution.
- Member Queries: Address member inquiries, concerns, and feedback promptly, including through call center operations, ensuring satisfaction and loyalty.
- Experience Management: Design and implement strategies to improve member and company satisfaction.
- Relationship Building: Cultivate long-term relationships with corporate clients, partners, and individual members.
- Collaboration: Work closely with clinical and administrative teams to ensure smooth service delivery and operational efficiency.
- WOW Service: Champion the WOW Experience by creating a welcoming environment and going above and beyond to delight members and companies.
- Feedback & Insights: Collect, analyze, and report member and company feedback to inform service improvements and innovation.
- Outreach & Enrollment: Support outreach activities, onboarding, and enrollment initiatives for new members and corporate accounts.
- Leadership: Portray customer service best practices and contribute to continuous improvement in member and client relations.
Qualifications
- Bachelor’s degree in Business Administration, Marketing, Communications, or related field.
- Minimum of 5 years’ experience in customer experience, client relations, or account management.
- Proven call center experience with strong skills in handling high-volume member queries and corporate client communications.
- Strong understanding of healthcare systems and member service dynamics.
- Excellent communication and interpersonal skills, with the ability to build rapport quickly.
- Proficiency in CRM systems, electronic health records (EHR), and digital communication platforms.
- Strong organizational and time management skills.
- Proficiency with Google Workspace, cloud applications, and research tools.
- Passion for delivering exceptional member care and improving service outcomes.
Growth Path
Team members at Rivia Clinics benefit from:
- Professional advancement: Opportunities to grow into senior and leadership roles.
- Skill development: Continuous training, mentorship, and exposure to diverse cases.
- Innovation contribution: Participation in shaping new healthcare models in emerging markets.
The Rivia Culture
At Rivia Clinics, you are not just an employee — you are a Rivia Clinics Team Member. This means:
- Strong People Skills: Building trust and empathy with members and colleagues.
- Results-Oriented: Delivering measurable outcomes in member care and clinic operations.
- Bias for Action: Acting decisively to solve problems and improve processes.
- Business-Driven: Understanding that healthcare delivery is both a service and a business.
Being a Rivia Clinics Team Member means living our values:
- World-class mindset — striving for excellence in every interaction.
- Innovation — embracing new ideas and tools to improve care.
- Warmth — creating a welcoming environment for members and colleagues.
- Open-mindedness — valuing diverse perspectives and continuous learning.
Why Join Us
At Rivia Clinics, joining as a Customer Experience/Relationship Manager means becoming part of a mission that goes beyond healthcare delivery:
- Global Vision: Be part of a team building a global healthcare system out of small-town Accra, with ambitions to expand across emerging markets.
- Financial Security: Achieve financial security through our success, supported by a progressive team member options pool.
- Career Growth: Grow into leadership roles in customer experience and beyond.
- Healthcare Innovation: Contribute to shaping healthcare access models in emerging markets, combining service excellence with operational innovation.
- Culture of Excellence: Thrive in a culture that values strong people skills, results orientation, bias for action, and business-driven thinking.
Our Locations
We operate across Accra and beyond, including:
- Dzorwulu
- Labone
- Kaneshie
- Tema
- Adenta
- Spintex
- East Legon
- Dansoman
- Koforidua …and many more growing locations.