The Oleaster provides a holistic treatment approach needed to fight addiction and other mental health issues. Our Client-first philosophy, licensed and empathetic staff allow us to meet you wherever you are along your recovery journey. We work closely with you to develop a treatment plan that meets your individual needs. Our integrative approach combines today’s most effective treatment strategies with long-standing, evidenced-based techniques to help you achieve lasting recovery.

We are recruiting to fill the position below:

Job Title: Administrative Lead

Location: Abuja (FCT)
Employment Type: Full-time

Job Summary

• We are seeking a detail-oriented and customer-driven individual as the Admin Lead at the Oleaster Center.
• This position is key to managing customer service operations, administrative tasks, and incident reporting across our centres.
• The successful candidate will be crucial in ensuring smooth operations and improving service quality.

Customer Engagement & Support:

• Handle customer inquiries via phone, email, and live chat, offering guidance and assistance while supporting centre teams.
• Regularly update and improve the Customer Service Manual and policies to enhance service delivery.
• Ensure fast and efficient responses to live chat inquiries, directing them to the correct staff and following up to ensure resolution.
• Focus on providing high-quality customer service to maintain excellent satisfaction levels.
• Work on strategies to convert inquiries into service requests across all centres.
• Address questions from patients and families about services, pricing, and operations, both by phone and in person.
• Oversee the Patient Feedback System and compile monthly feedback reports.
• Ensure adherence to best practices in customer service, documentation, and operational processes to maintain a safe environment for staff and patients.
• Provide weekly reports to the CEO on key service metrics, including inquiries, feedback, complaints, and occupancy rates.

Administrative Leadership:

• Supervise the performance of Admin Officers at all centres across the Consortium.
• Oversee day-to-day administrative activities at the Head Office, such as repairs, renovations, event coordination, and other operational tasks.
• Train and support administrative staff across centres, also assisting with HR-related functions as necessary.
• Oversee the operations of key staff members, such as cooks, operations officers, and drivers at the centres.
• Develop and manage work schedules for cooks, drivers, and other administrative staff in collaboration with team leads and HR.
• Submit monthly performance reports on drivers, cooks, and purchasing officers.
• Collaborate with purchasing officers to negotiate vendor contracts and agreements.
• Plan and manage operations to optimize resource use and reduce waste.
• Conduct regular facility assessments to identify and address operational needs.
• Visit centres within the Abuja area to monitor service delivery and day-to-day operations.

Team Development & Supervision:

• Provide training for new administrative staff on the Patient Appointment Scheduling App and EMR system.
• Lead and facilitate weekly meetings with all Admin Officers, ensuring that action points are followed through within set timeframes.
• Identify staffing requirements, performance challenges, and any issues, communicating them to HR for resolution.
• Ensure compliance with company policies related to dress code, attendance, security, and confidentiality.
• Develop and implement programs aimed at improving patient services, quality assurance, and departmental activities.
• Assist with the recruitment process for administrative staff, including skill evaluations, developing training programs, and managing schedules.
• Serve as secretary for monthly meetings, including sending reminders, tracking action items, and ensuring timely publication of meeting reports.

Incident Management & Reporting:

• Oversee the entire incident reporting process, acting as the main point of contact for all incident-related matters.
• Ensure timely and accurate reporting of incidents by centres, and assign appropriate panels for investigation.
• Organize and lead meetings with the Incident Reporting Committee to review incidents and produce comprehensive reports.
• Work closely with relevant departments to implement approved recommendations from incident reviews and track the progress of these actions.

Application Closing Date
9th December, 2024.