Eye Foundation Hospital (Operated by Summit Healthcare Hospital Ltd) is the leading eye care hospital in Nigeria with a vision to eliminate avoidable blindness in Nigeria and Africa. For over three decades, we have been at the forefront of delivering excellent and quality eye care through a network of primary, secondary, and tertiary eye care centers across Nigeria. We are a one-stop-shop for eye care with a wide range of comprehensive services of international standards offered by well-trained professionals with state-of-the-art equipment and environment. Renowned for our unwavering dedication and commitment to quality, we take pride in our esteemed reputation as a trusted and reputable healthcare institution.
We are recruiting to fill the position below: Job Title: Hospital Service Manager / Administrative Manager
Location: Lagos Employment Type: Full-time
Summary
The Hospital Service Manager/Administrative Manager is responsible for the effective management of the day-to-day administrative and operational activities of the hospital, and for providing active support to clinical departments to ensure seamless, safe, and patient-centred service delivery.
The role coordinates staff at all levels, drives operational efficiency and customer satisfaction, supports business growth, and ensures compliance with organisational policies and regulatory standards.
The ideal candidate will thrive in a fast-paced environment, remaining flexible, proactive and resourceful under pressure, while maintaining a high level of professionalism and confidentiality.
Responsibilities Operations and Administration:
Oversee the day-to-day operations of the hospital and secure the operational and administrative stability of the facility.
Coordinate patient flow across front desk, clinics, theatre, optical, pharmacy and billing units to minimise waiting times and service bottlenecks.
Manage clinic and theatre scheduling in collaboration with clinical heads to optimise the use of doctors’ time, rooms and equipment.
Develop, implement and regularly review standard operating procedures (SOPs) for administrative and non-clinical support services.
Serve as the first point of escalation for operational issues and resolve them promptly, escalating to Management where necessary.
Customer Service:
Ensure every patient and visitor receives prompt, courteous and professional service at all points of contact, including front desk, telephone, email and social media channels.
Set, communicate and monitor customer service standards for all front-line staff, and provide regular customer service training.
Receive, investigate and resolve patient complaints and enquiries promptly, maintaining a complaints log and tracking feedback to closure.
Conduct periodic patient satisfaction surveys, analyse feedback and implement service improvement initiatives.
Ensure a clean, safe, comfortable and welcoming environment for patients and visitors.
Facility, Equipment and Supplies Management:
Maintain a log of all facility and equipment maintenance needs and report promptly to the appropriate unit or vendor to prevent downtime.
Ensure planned preventive maintenance of medical and non-medical equipment is carried out according to schedule.
Oversee housekeeping, security, power supply, waste management and other support services, including monitoring of outsourced vendors.
Monitor inventory of consumables, stationery and non-clinical supplies in collaboration with Procurement and Stores to prevent stock-outs and wastage.
Business Development and Marketing:
Support the marketing of the hospital’s services to public and private hospitals and clinics, government agencies, organisations, companies and the general public.
Build and maintain relationships with Health Maintenance Organisations (HMOs), corporate clients and referral partners.
Support outreach programmes, eye screening campaigns, health talks and community engagement activities.
Financial Management:
Achieve financial objectives by anticipating requirements, submitting information for budget preparation, scheduling expenditures, monitoring costs and analysing variances.
Monitor daily revenue, billing and collections in liaison with the Finance department, and help identify and reduce revenue leakages.
People Management:
Supervise administrative and support staff through orientation, training, coaching and development of personal growth opportunities.
Support the HR team and Management in setting job expectations, appraising performance, and counselling and disciplining employees.
Prepare duty rosters and manage branch staff leave planning and the leave calendar in collaboration with clinical departments.
Foster strong communication and teamwork between medical and non-medical staff.
Provide cover for administrative staff on leave or sick leave when required.
Compliance, Safety and Risk Management:
Enforce organisational policies and procedures and monitor staff compliance.
Ensure the hospital complies with applicable regulatory and licensing requirements, including those of the Lagos State Health Facility Monitoring and Accreditation Agency (HEFAMAA) and other relevant bodies.
Promote health and safety, infection prevention and control, and fire safety practices across the facility.
Ensure the confidentiality and proper management of patient and hospital records in line with data protection requirements.
Reporting and Performance Monitoring:
Collect and analyse operational and market data (e.g. patient volumes, waiting times, revenue, complaints, equipment downtime) to improve patient care and drive business growth.
Prepare daily, weekly, monthly and annual activity and progress reports for Management.
Document and communicate actions, irregularities and continuing needs to maintain continuity among corporate, divisional and local teams.
Perform any other duties as may be assigned by Management from time to time.
Skill and Competence:
Excellent written and verbal communication skills.
Strong customer service orientation.
Leadership, team building and people management skills.
Planning, organisation and coordination skills, with the ability to multitask and prioritise.
Marketing and business development skills (key for the role).
Problem-solving, analytical and decision-making ability.
Basic financial management and budgeting skills.
Negotiation and conflict resolution skills.
Time management and attention to detail.
High level of integrity and professionalism.
Requirements Education:
Minimum of a Bachelor’s Degree, preferably in Business Administration, Health Services Administration, Accounting, Economics or Marketing.
A Master’s degree (e.g., MBA, MPH or Master in Health Administration) is an added advantage.
Professional Certification:
Professional certification in Project Management, Management or Strategic Management, or membership of a relevant professional body (e.g. Nigerian Institute of Management (NIM) or Chartered Institute of Personnel Management of Nigeria (CIPM)) is an added advantage.
Experience:
Minimum of 3 years’ experience in an administrative or operations management role.
Experience in hospital or healthcare management, marketing, or HMO/corporate client relations is an added advantage.
Computer Skills:
Must be an intermediate-level user of the Microsoft Office Suite (Word, Excel, and PowerPoint).
Familiarity with a Hospital Management Information System (HMIS) or Electronic Medical Records (EMR) is an added advantage.
Core Values:
Accountability
Resourcefulness
Ethics
Flexibility
Respectful Engagement
Empathy.