IMOH UMOH
Lagos
Summary
Customer-focused B2B Healthcare Support Specialist with 6+ years of experience supporting clinics, diagnostic centers, HMOs, and healthcare partners in fast-paced, 24/7 operational environments. Highly skilled in resolving complex client issues across voice and email, navigating operational and technical workflows, and documenting cases accurately while coordinating with billing, product, and operations teams to deliver timely resolutions. Known for clear professional communication, strong attention to detail, and a high-ownership mindset that prioritizes customer satisfaction, churn prevention, and continuous process improvement. Organized, dependable, and proactive in handling multiple priorities while maintaining uncomfortably high service standards.
Overview
7
7
years of professional experience
1
1
Certification
Work History
Client Operations & Support Lead (Healthcare B2B)
Dobic Health Diagnostics
06.2025 - Current
- Acted as frontline support for clinics, laboratories, and diagnostic partners using Dobic’s EMR and service platforms.
- Handled high-volume partner calls and messages, resolving onboarding, platform, billing, and service issues in real time.
- Investigated client-reported issues by reviewing system data, coordinating with tech and billing teams, and providing clear resolutions.
- Documented client interactions, follow-ups, and outcomes to ensure continuity and accountability.
- Supported healthcare partners through product changes, service disruptions, and operational escalations.
- Proactively identified recurring issues and worked with internal teams to reduce repeat complaints.
- Maintained professional, empathetic communication with business clients under time pressure.
Client Services & Health Product Support Specialist
IMS Optimal Health Clinic
01.2019 - Current
- Supported patients and partner organizations using digital health tools and services.
- Resolved appointment, access, and service-related issues through clear communication.
- Provided education and guidance on health products and digital platforms.
- Worked closely with medical and administrative teams to ensure smooth service delivery.
Healthcare Client Support & Partnerships Officer
GeroCare Solutions
01.2024 - 05.2025
- Served as primary contact for healthcare partners, HMOs, estates, and institutional clients.
- Responded to partner inquiries via calls, emails, and meetings, ensuring timely issue resolution.
- Coordinated internally with operations and leadership to resolve service, enrollment, and payment-related concerns.
- Supported onboarding and ongoing account management for HMO-linked services.
- Maintained accurate records of partner requests, resolutions, and follow-ups.
Education
B.Sc. - Biological Sciences (Medical Biology)
Kwame Nkrumah University of Science & Technology
GhanaSkills
- Core Skills
- B2B Customer Support (Voice & Email)
- Healthcare Facility Operations
- Issue Resolution & Escalation Judgment
- CRM & Ticket Documentation
- Platform, Shift & Payment Troubleshooting
- Call Handling & Case Management
- Clear Written & Spoken English
- Cross-Functional Coordination
- SLA Compliance & Timely Resolution
- Incident & Service Issue Management
- Process Adherence & Continuous Improvement
- Customer Retention & Satisfaction
- High-Accountability Remote Work
Certification
• Certified ESL Instructor
• Digital Marketing Certificate (EDUCBA)
• Business Process Management (BPM) Certification
ADDITIONAL EXPERIENCE
- Healthcare platform launches and user support (MyEasyHospital, EMR tools)
- Client onboarding and education across Nigeria and Ghana
- Remote coordination with distributed teams
Languages
English
Timeline
Client Operations & Support Lead (Healthcare B2B)
Dobic Health Diagnostics
06.2025 - Current
Healthcare Client Support & Partnerships Officer
GeroCare Solutions
01.2024 - 05.2025
Client Services & Health Product Support Specialist
IMS Optimal Health Clinic
01.2019 - Current
B.Sc. - Biological Sciences (Medical Biology)
Kwame Nkrumah University of Science & Technology