Member Experience Lead

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.