Careers

R-Jolad Hospital is recruiting to fill the following positions

Business Development Executive - EROM Diagnostics

Position Summary: We are looking for a Business Development Executive who will be
responsible for supporting deal structure and pricing with business-value analysis and
negotiating prices for proactive bids and proposals. Manage proposal response process,
including detailed RFP requirements, content creation, and inputs from various sources.

Job Title: Business Development Executive
Reporting Line: Lead, Business Development
Objective: The Business Development Executive will be responsible for driving
business growth, expanding our customer base, and increasing
revenue through strategic marketing and sales initiatives. Your
primary focus will be on promoting our diagnostic services to
healthcare providers, clinics, hospitals, and individual patients.

Core Working Relationships/Key Stakeholders
• Clinical and Non-clinical staff

Accountabilities
Administrative Responsibilities
• Develop a base for long-term sources of clients by using referrals, occupational, and special-interest groups to compile lists of prospects.
• Determine clients’ particular medical diagnostic needs and financial capacity by scheduling appointments.
• Sales/marketing of our services to different hospitals, Pharmacies, Industries, etc.
• Complete coverage by delivery policy; planning future follow-up visits and evaluations of needs.
• Improve the organization’s market position and achieve financial growth by getting new clients and retaining them.
• Negotiate contracts and agreements with clients, ensuring mutually beneficial terms and conditions.
• Establish, develop, and maintain positive business and customer relationships.
• Meet Set Targets monthly and yearly.
• Develop and implement a comprehensive sales strategy to meet and exceed sales targets
• Gather customer feedback and insights to improve our services and customer satisfaction.
• Develop in-depth knowledge of our diagnostic services to effectively communicate the value proposition to potential clients.
• Generate leads and identify new business opportunities through networking, cold calling, and market analysis

Key Skills
• Excellent interpersonal and communication skills
• Excellent negotiation skills
• Strong client relationship management and development aptitude
• Solid interpersonal/presentation skills
• Proficient in English communication, Prospecting, and Analysis skills.
• Must be self-motivated, ready to achieve, hungry to change status, and build own network in selling insurance to family, contacts, and network.
• Professional written and verbal communication skills.

Job Requirements
• BSc degree in Marketing, Business Administration, or relevant field
• Master’s degree is an added advantage.

Experience
• Good Target achieved track record from previous employments.
• Minimum of 2 – 4 years of sales/marketing experience in the Diagnostic industry (preferably on the mainland)

Pharmacy Technician

Position Summary: We are looking for a pharmacy technician who will be responsible
for the overall efficiency and safety of pharmacy operations. He/She will be responsible for
ensuring everything runs smoothly in the pharmacy, including drug preparations, labeling
and technical operations, customer care, and communication between other workers.

Job Title: Pharmacy Technician
Reporting Line: Chief Pharmacist, Pharmacist
Objective: The Pharmacy Technician will Maintains pharmacy inventory by checking pharmaceutical stock to determine inventory level;
anticipating needed medications and supplies; placing and expediting orders; verifying receipts and removing outdated drugs.

Core Working Relationships/Key Stakeholders
• Clinical and Non-clinical staff

Accountabilities:
Administrative Responsibilities:
• Collection, organization and evaluation of patient’s information, the management of medical distribution, and providing drug information and education to the patient.
• Maintains pharmacy inventory by checking pharmaceutical stock to determine inventory level; anticipating needed medications and supplies; placing and expediting orders; verifying receipts and removing outdated drugs.
• Check and ensure the approval of the regulatory body i.e (NAFDAC)
• Providing quality customer service to patients and other healthcare providers
• Maintains a clean and safe pharmacy by complying with procedures, rules, and regulations.
• The task of preparing, dispensing, distributing, and administering medications under the direct supervision of the pharmacist.
• Taking stock on daily basis to determine the stock level of drugs.
• Notifying the pharmacist about drugs that are out of stock.
• Arrangement of drugs into its respective segment in the store for easy identification.
• Attending to everyone equally on first come basis except emergency cases and attending to emergency cases swiftly.
• Counsel the patient and advise on adherence to usage as prescribed to avoid resistance and explain to them the possible side effect of each drug.
• Recording of drugs items supplied to out-patients (HMO, Company patients) and in-patients.
• Strict adherence to the usage of the drug administration software.

Key Skills
• Good people management
• Good telephone etiquette
• Strong time management and organization skills
• Multitasking
• Emotional Intelligence
• Prioritizing, problem solving and organization skills.
• Dedicated to excellence and quality.
• ICT Skills
• Customer Care, communication, and public relation skills
• Articulate, cordial, hospitable, and pleasant personality.

Job Requirements
• Must be able to work overtime and night shift at intervals including weekends. No Public Holidays.
• National Diploma Pharmacy Technician

Experience
• At least 2-3 years’ relevant experience in a fast-paced organization.
• Cognate Experience in a Hospital is an added advantage

Pharmacist – R-Jolad Hospital

Position Summary: We seek a versatile pharmacist who will ensure that all pharmacy related operations within the Pharmacy department are undertaken efficiently. The candidate will be responsible for overseeing the work of junior Pharmacy technicians, review and evaluation of drug inventory to ascertain accuracy, and generate insightful reports for decision making.

Job Title: Pharmacist – R-Jolad Hospital
Reporting Line: Chief Pharmacist
Objectives: The Pharmacist will support in ensuring effective and accurate
budgetary controls, forecasting, and ensuring compliance with
PCN standard and international best practice.

Core Working Relationships/Key Stakeholders
• Clinical and Non-clinical staff

Administrative Responsibilities
• Procurement of medicines and consumables and other medical devices where necessary
• Collection, organization and evaluation of patient’s information, the management of medicines and consumables, distribution, and providing drug information and education to the patient.
• Maintaining pharmacy inventory by checking pharmaceutical stock to determine inventory level; anticipating needed medications and supplies; placing and expediting orders; verifying receipts and removing outdated drugs.
• Checking and ensuring endorsement and approval of the regulatory body i.e (NAFDAC) where necessary.
• Ensure patient’s safety; he/she is to check patient’s medication record and provide necessary drug interventions.
• He/she is tasked with preparing, dispensing, distributing, and administering medications.
• Counsel the patient and advise on adherence to usage as prescribed to avoid resistance and explain to them the possible side effect of each drug.
• Strict adherence to the usage of drug administration using EMR software.
• Documentation and safety on disposal of poisons/narcotics (DDA) should be done under his/her strict supervision.
• Supervising the pharmacy technicians to achieve optimum outcome.
• Any other duty as determined by the Chief Pharmacist.

Key Skills
• Excellent interpersonal and communication skills
• Excellent negotiation skills
• Proficiency with use of billing software and other relevant accounting software
• Ability to multitask and function in a high-pressure environment.
• Good analytical and numerate skills
• Professional written and verbal communication skills
• Customer Care, communication, and public relation skills
• Articulate, cordial, hospitable, and pleasant personality.
• Good people management
• Strong time management and organization skills
• Emotional Intelligence
• Prioritizing and problem-solving ability
• Dedicated to excellence and quality.
• Adequate Computer Skills (Microsoft Office Tools, e.g., Excel, Word, Power Point)

Job Requirements
• Bachelor of Pharmacy
• Registration and licensure with Pharmacists Council of Nigeria

Experience
• At least 3-5 years’ relevant experience in a fast-paced organization.
• Cognate Experience in a Hospital is an added advantage

Residency and Tutelage Training

WE ARE FULLY ACCREDITED FOR RESIDENCY IN FAMILY MEDICINE AND TUTELAGE!!!!! 

  1. By the West African College of Physicians (WACP) 

  1. By The National Post Graduate College of Nigeria (NPMCN) 

We are therefore employing 

  1. Junior Residents for Residency 

  1. Senior Residents for Residency 

  1. Senior Residents for Tutelage  

 

Highlights 

  • Attractive logistic financial support for the Tutelage Resident Doctors  
  • Attractive remuneration package for the Resident Doctors 
  • Sponsorship of Resident Doctors to Two update Courses and one Revision course by each of the Post Graduate Colleges and half sponsorship for a first attempt of the Fellowship Exams for both colleges at both the Pre Part-One and the Pre Part-Two levels  
  • A great volume of patients for Hand on experience. 
  • A Multi specialist Multicenter Hospital Practice 
  • Accredited centre for Housemanship Training and as a CPD provider. 
  • Seasoned experienced Team of Family Physicians who are also Examiners for both Colleges 
  • Well-organized Tutelage Programme with a team of seasoned Administrators as the Tutorial team  

Apply to 

The Director of Training, R Jolad Multi Specialist Hospital 

1 Akerele Street, New Garage, Gbagada, Lagos 

 

Attach your Credentials and current Practice License  

Junior Residency Applicants should attach the Primary in Family Medicine Result while those for Tutelage should attach the letter of recommendation/release from their HOD as well as their Part 1 Result

copy 

blessing.chukwukelu@afya.care 

This advert closes within 2 weeks of this publication  

Consultant Internal Medicine Physician

The consultant has both clinical and administrative responsibilities at R-Jolad. The consultant must be a specialist in the medical field. The Consultant is expected to lead the development and enhancement of their respective department within the R-Jolad system at all locations and drive improvements in clinical service delivery, education and training in accordance with the vision of R-Jolad.

Core Working Relationships/Key Stakeholders

Internal · Medical director, doctors including consultants and medical officers, Nurses, pharmacists, clinical administration team, front desk officers, patient care representatives, lab and pharmacy personnel, HSE team, COO, CEO and HR

External Patients, locums consultants

Administrative Responsibilities

  1. Responsible for clinical education in the department and support outmanship and residency programmes. The consultant must help drive the training of junior staff and maintain oversight of clinical standards to ensure international guidelines and standards are met.
  2. Oversight of department clinical lectures for Learning Fridays and review of M&M cases for presentation
  3. Assistance in recruiting doctors and review of the monthly departmental schedules prepared by the patient care experience team
  4. Prepare an addendum, report or note as a departmental response documenting changes or responses effected following identified M&M cases or bad outcomes and the outcome of clinical investigations. In cases where the consultant was the managing consultant in an M&M case, the HOD should designate a colleague of equal stature to review the case in their stead.
  5. Make requisition as needed for equipment and supplies through appropriate channels using R-Jolad supplies and procurement ·
  6. Responsible for achieving benchmarks set for productivity and patient volume
  7. Responsible for chart audits within the department of junior staff · May be required to stand in for the HOD as needed

Clinical Responsibilities

  1. Remain up to date on standard clinical practice in the relevant speciality
  2. Lead grief and bereavement outreach to patients and families who experience bad outcomes such as significant morbidity or death. Feedback to the medical director is expected within one week of such outreach. In cases where the consultant is not available to lead this function, can be delegated to another physician within the department.
  3. Be present for M&M presentations featuring cases from their department
  4. Review and approve relevant medical reports regarding significant outcomes prior to submission to the medical director and management
  5. Responsible for weekly ward rounds and specialist consultation clinics in the GOPD

Key Skills

  1. Good time management and punctuality
  2. The ability to build a rapport with patients from a variety of backgrounds and communicate with their relatives and caregivers
  3. Tolerance and patience
  4. Good physical health
  5. Interpersonal skills
  6. A team player with a positive mindset

Deliverables

These are to be submitted to the HOD or medical director as applicable:

  1. Summary report after grief and bereavement counselling within the department within one week of occurrence
  2. Reviewed medical summary report following a contested death or outcome no more than seven days after its occurrence. This can be written by the managing consultant or a designee but must be reviewed by the HOD
  3. Report of weekly review of documentation on the first Thursday of the following month referencing the preceding month

Senior Medical Officer

Store Officer – R-Jolad Hospital

Position Summary: The Store Officer plays a crucial role in maintaining accurate records, monitoring stock levels, and ensuring the timely distribution of items to support patient care and hospital operations.

This role involves maintaining accurate inventory records, monitoring stock levels, fulfilling requisition orders, and ensuring compliance with regulatory guidelines and quality standards.

1st Reporting Line: Pharmacy Procurement Specialist – R-Jolad Hospital

2nd Reporting Line: Team Lead, Procurement – R-Jolad Hospital

Objective: The Store Officer will be responsible for supporting patient care and hospital operations by facilitating the timely distribution of items, optimizing inventory levels, and upholding safety and quality assurance protocols within the Central Drug Store.

Core Working Relationships/Key Stakeholders
Internal On-Site

   · All department heads, Management team, etc.
External
   · Vendors and suppliers, External Auditors, etc.

Accountabilities

Performance Responsibilities
· Receive, inspect, and verify deliveries of drugs, medical supplies, and stationeries to ensure accuracy and quality standards.

· Maintain accurate inventory records using electronic inventory management systems or manual record-keeping methods.

· Monitor stock levels, reorder points, and expiration dates of items, initiating procurement requests and replenishment orders as needed.

· Organize and arrange stock items in designated storage areas within the Central Drug Store, ensuring proper labeling, categorization, and storage conditions.

· Implement FIFO (first in, first out) and FEFO (first expired, first out) principles to minimize waste and ensure the integrity and freshness of perishable items.

· Fulfill requisition orders from various hospital departments, clinics, and units in a timely and accurate manner, ensuring proper documentation and recording of transactions.

· Conduct regular stock audits, cycle counts, and physical inventories to reconcile discrepancies, identify variances, and maintain inventory accuracy.

· Monitor compliance with storage requirements, temperature controls, and safety protocols for storing and handling pharmaceuticals, medical devices, and hazardous materials.

· Coordinate with the procurement specialist and vendors to facilitate the procurement process, including order placement, delivery schedule, and invoice reconciliation.

Quality Assurance
· Check for signs of damage, tampering, or contamination, and reject or quarantine items that do not meet quality assurance criteria.

· Implement proper handling practices, including segregation of incompatible items, to prevent cross-contamination, degradation, or spoilage of inventory.

· Regularly monitor expiration dates and shelf life of drugs, medical supplies, and stationeries, implementing rotation strategies and disposal protocols to remove expired or obsolete items from inventory.

· Implement recall procedures and communication protocols to ensure timely retrieval, replacement, or disposal of recalled products to minimize risks to patient safety and regulatory compliance.

· Maintain comprehensive records of inventory transactions, stock movements, and consumption patterns, generating reports and summaries as required by hospital management and regulatory agencies.

· Participate in emergency preparedness drills and training exercises to ensure readiness for managing inventory during emergencies, disasters, or supply chain disruptions.

Qualification & Competencies
· Higher National Diploma/ Bachelor’s degree in Accounting, Finance, Business Administration, or related field.

· Proven experience as a storekeeper, inventory clerk, or similar role, preferably in a healthcare or pharmaceutical setting.

· Knowledge of inventory management principles, stock control procedures, and regulatory requirements for handling pharmaceuticals and medical supplies.

· Familiarity with electronic inventory management systems, barcode scanning technology, and computerized record-keeping software.

· Strong attention to detail, organizational skills, and accuracy in data entry and record-keeping.

· Excellent communication skills, teamwork abilities, and customer service orientation.

· Ability to work independently with minimal supervision and prioritize tasks in a fast-paced environment.

Medical Laboratory Scientist - EROM Diagnostics

Position Summary: The Medical Laboratory Scientist performs a variety of laboratory tests and procedures to assist in the diagnosis, treatment, and monitoring of diseases and medical conditions.

This role includes performing a wide range of laboratory procedures, ensuring the accuracy and reliability of test results, maintaining quality assurance standards, and adhering to regulatory guidelines to support patient care and medical decision-making.

1st Reporting Line: Supervisor, Laboratory – EROM Diagnostics

2nd Reporting Line: Head, Laboratory & Imaging- EROM Diagnostics

Objective: The Medical Laboratory Scientist will be responsible for conducting laboratory tests and analyses accurately and efficiently to assist in the diagnosis, treatment, and monitoring of diseases and medical conditions.

Core Working Relationships/Key Stakeholders
Internal on-site
  · Laboratory technicians, Clinical staff, Patient Experience department, etc.
External
· Patients, Emergency Response Team, etc.

Accountabilities

Performance Responsibilities
· Perform various laboratory tests, including but not limited to hematological, microbiological, immunological, biochemical, and molecular tests, according to established protocols and procedures.

· Analyze test results accurately and interpret findings, identifying abnormalities or irregularities and reporting them promptly to healthcare providers for further evaluation and diagnosis.

· Perform routine maintenance and troubleshooting of laboratory equipment and instrumentation to ensure optimal functionality and prevent downtime.

· Maintain detailed records of all laboratory procedures, test results, and patient information in electronic or paper-based systems, adhering to confidentiality and privacy regulations.

· Adhere to regulatory requirements, accreditation standards, and safety protocols governing laboratory practices,

· Collaborate with healthcare professionals, including physicians, nurses, and other laboratory staff, to ensure effective coordination of patient care and timely reporting of test results.

· Communicate clearly and professionally with colleagues and patients regarding laboratory procedures and test interpretations.

· Provide compassionate and empathetic care to patients during specimen collection and testing procedures, addressing their concerns, and ensuring a positive laboratory experience while maintaining professionalism and confidentiality.

Quality Assurance
· Implement quality control measures to ensure the accuracy, precision, and reliability of laboratory test results, including calibration of equipment, maintenance of instruments, and adherence to standard operating procedures (SOPs).

· Establish and maintain quality control procedures to monitor the accuracy and precision of laboratory tests, including the use of control materials, calibration checks, and proficiency testing programs.

· Investigate and address any deviations, discrepancies, or out-of-specification results observed during quality control testing,

· Collaborate with laboratory staff, management, and quality assurance teams to identify areas for improvement and implement strategies to enhance laboratory operations, optimize workflow efficiency, and minimize errors.

· Participate in external proficiency testing programs administered by regulatory agencies or professional organizations to evaluate laboratory performance.

· Continually evaluate and refine quality assurance processes and systems based on feedback, data analysis, and industry trends, striving for excellence in laboratory operations and patient care.

Qualifications & Competencies
· Bachelor’s degree in medical laboratory science.

· Valid licensure as a Medical Laboratory Scientist (MLS) by a recognized certifying agency.

· Strong knowledge of laboratory techniques, methodologies, and instrumentation in clinical chemistry, hematology, microbiology, immunology, and molecular biology.

· Proficiency in laboratory information systems (LIS), electronic medical records (EMRs), and computerized data analysis software.

· Excellent communication skills, attention to detail, and ability to work independently or collaboratively in a team-based environment.

· Commitment to professional development, continuing education, and compliance with ethical and professional standards in laboratory practice.

Medical Laboratory Technician - EROM Diagnostics

Position Summary: The Medical Laboratory Technician is responsible for conducting a wide range of medical laboratory tests and analyses. This role plays a crucial part in delivering accurate diagnostic results and contributing to patient care and treatment decisions.

The Medical Lab Technician performs various laboratory procedures with precision, adheres to safety and quality standards, and collaborates with other healthcare professionals.

1st Reporting Line: Supervisor, Laboratory – EROM Diagnostics

2nd Reporting Line: Head, Laboratory & Imaging- EROM Diagnostics

Objective: The Medical Laboratory Technician will be responsible for providing accurate and timely diagnostic test results that contribute to patient care and medical diagnosis.

Core Working Relationships/Key Stakeholders
Internal on-site
   · Laboratory Scientists, Clinical staff, Patient Experience department, etc. External
   · Patients, Emergency Response Team, etc.

Accountabilities

Performance Responsibilities
· Collect patient specimens, such as blood, urine, and other biological samples, with strict adherence to collection protocols.

· Prepare and handle samples for analysis, ensuring proper storage and labeling.

· Conduct a variety of clinical tests, including hematological, microbiological, biochemical, and immunological assays, using automated analyzers and manual methods.

· Ensure the accuracy of test results through precise measurement and calibration of laboratory equipment.

· Perform routine quality control checks and calibrations on laboratory instruments to maintain the accuracy and reliability of test results.

· Identify and address any discrepancies or irregularities in test outcomes.

· Analyze test results and interpret findings, recognizing any abnormal or unexpected results.

· Report test outcomes accurately and promptly.

· Maintain laboratory equipment and troubleshoot minor issues, reporting and coordinating repairs as necessary.

· Keep a record of equipment maintenance and calibration activities.

· Maintain comprehensive and organized laboratory records, ensuring the confidentiality and integrity of patient data.

· Communicate with healthcare professionals, physicians, and nurses to provide test results, and interpretations, and collaborate on patient care.

Quality Assurance
· Ensure the proper collection, labeling, and handling of patient specimens to prevent sample contamination or misidentification.

· Perform clinical tests with precision and accuracy, following standardized protocols and using calibrated equipment.

· Regularly conduct quality control checks on laboratory instruments and test methods to maintain the reliability of results.

· Review and verify test results for accuracy, recognizing and addressing any discrepancies or irregularities.

· Maintain the integrity and confidentiality of patient data, including accurate and organized record-keeping.

· Adhere to healthcare regulations, safety standards, and laboratory policies to ensure the quality and safety of testing procedures.

· Perform routine maintenance on laboratory equipment and promptly report any equipment malfunctions or issues for repair.

· Follow established laboratory protocols and standard operating procedures to ensure consistency and reliability of testing.

· Effectively communicate test results to healthcare professionals, including physicians and nurses, and collaborate on patient care.

· Monitor and manage laboratory supplies and reagents to ensure the availability of materials required for testing procedures.

Qualifications & Competencies
· School Diploma in Medical Laboratory Technology (required).

· State licensure or certification as a Medical Lab Technician (required).

· Knowledge of clinical laboratory procedures, equipment, and testing methods.

· Strong attention to detail and ability to work accurately under pressure.

· Effective communication and interpersonal skills.

· Proficiency in using laboratory equipment and data analysis software.

· Commitment to maintaining patient confidentiality and data security.

Credit Control Officer – R-Jolad Hospital

Position Summary: The Credit Control Officer will work closely with the Lead, Credit Control Officer to support the credit control functions of the hospital while ensuring compliance with regulatory requirements and industry standards.

1st Reporting Line: Lead, Credit Control – R-Jolad Hospital

2nd Reporting Line: Financial Controller- AfyA Care Nig Ltd

Objective: The Credit Control Officer shall be responsible for ensuring timely and accurate credit control functions while upholding compliance with regulatory requirements and industry standards.

Core Working Relationships/Key Stakeholders
Internal on-site
   · Finance department, Billing department, Business Development Department, Patient Experience department, all Department Heads, etc.
External
   · External Auditors, Regulatory Bodies, Patients, Health Insurance companies, Third-Party payers etc.

Accountabilities

Performance Responsibilities
· Assist in the day-to-day management of credit control operations, including invoicing, billing, and collections activities.

· Monitor accounts receivable aging reports and follow up on overdue accounts to facilitate prompt payment.

· Process payments received from patients, insurance companies, and other third-party payers, and update billing records accordingly.

· Collaborating with other departments, such as patient services and revenue cycle management, to streamline processes and enhance the patient experience.

· Reconcile billing records with payment transactions and resolve discrepancies or discrepancies as needed.

· Conducting regular analysis of credit control data to identify trends, patterns, and areas for improvement.

· Preparing comprehensive reports and presentations for management, highlighting key performance indicators and financial metrics.

· Ensuring compliance with regulatory requirements and industry standards related to credit control and billing practices.

· Identifying potential risks and escalating issues to management as appropriate.

· Continuously evaluating credit control processes and identifying opportunities for improvement in efficiency and effectiveness.

Quality Assurance
· Maintain accurate and up-to-date records of billing activities, payment transactions, and account statuses.

· Generate reports and analyze data related to credit control metrics, such as accounts receivable aging, collection rates, and cash flow projections.

· Assist in preparing regular reports and presentations for management, highlighting key performance indicators and trends.

· Conduct periodic quality assurance reviews of credit control activities, including billing processes, collections procedures, and customer interactions.

· Provide feedback and recommendations for improvement based on the findings of quality assurance reviews.

· Maintain documentation and records to demonstrate compliance with regulatory requirements and respond to audits or inquiries from regulatory agencies.

· Implementing process enhancements and best practices to streamline workflows, reduce manual errors, and enhance productivity.

· Communicate effectively with patients, insurance companies, and other stakeholders to ensure clarity and transparency in billing and payment processes.

Qualification & Competencies
· Bachelor’s degree in Finance, Accounting, Business Administration, or related field.

· Previous experience (2+ years) in credit control, accounts receivable management, or related financial roles, preferably in a healthcare setting.

· Strong attention to detail and accuracy in data entry and record-keeping.

· Excellent communication and interpersonal skills, with the ability to interact professionally with patients, colleagues, and external stakeholders.

· Proficiency in Microsoft Office applications, particularly Excel, Word, and Outlook.

· Ability to work independently, prioritize tasks, and manage time effectively in a fast-paced environment.

Front Desk Officer – R-Jolad Hospital

Position Summary: The Front Desk Officer is the first point of contact for patients, visitors, and staff at the hospital.

This role plays a crucial part in creating a positive first impression, managing administrative tasks, and facilitating smooth patient interactions.

1st Reporting Line: Team Lead, Patient Experience- R-Jolad Hospital

2nd Reporting Line: Chief Operating Officer- R-Jolad Hospital

Objective: The Front Desk Officer shall be responsible for providing exceptional customer service, managing appointments, and assisting in administrative functions.

Core Working Relationships/Key Stakeholders
Internal on-site
   · Clinical staff, Billing officers, Care Point Agents, Security personnel, Transaction Officers, etc.
External
   · Patients., Visitors, Health Insurance Providers, Emergency Response team, etc.

Accountabilities

Performance Responsibilities
· Greet and assist patients and visitors courteously and professionally.

· Ensure a welcoming and organized front desk area.

· Manage appointment bookings, cancellations, and rescheduling.

· Verify patient information and insurance details to ensure accuracy.

· Register new patients, update existing patient information, and verify insurance coverage.

· Provide patients with necessary forms and collect required documentation.

· Respond to patient inquiries in person, over the phone, and via email, addressing questions and concerns.

· Assist in coordinating patient referrals and communicating with clinical staff.

· Assist with billing inquiries and provide patients with billing information.

· Maintain and organize patient medical records, ensuring confidentiality and compliance with privacy regulations.

· Provide information about hospital services, policies, and procedures to patients and visitors.

· Keep up to date with hospital announcements and relay important information to those in the facility.

· Follow established procedures during emergencies, including notifying appropriate personnel and assisting in the execution of emergency protocols.

Quality Assurance
· Ensure a positive and welcoming experience for patients and visitors by providing courteous, professional, and helpful service.

· Accurately manage and update appointment schedules, minimizing errors and scheduling conflicts.

· Verify and maintain patient information and insurance details with precision, ensuring data accuracy.

· Maintain strict patient confidentiality and privacy in all interactions and documentation.

· Maintain organized and accurate records, including patient medical records and appointment logs, for compliance and quality assurance.

· Follow established emergency response procedures and communicate critical information to the appropriate personnel during emergencies.

Qualification & Competencies
· HND/Bachelor’s degree in Mass Communication, Business Administration, or a related field (preferred).

· Previous experience in customer service or front desk roles (preferred).

· Strong communication and interpersonal skills.

· Proficiency in using office software and computer systems.

· Excellent organizational and multitasking abilities.

· Empathy, patience, and a customer-centric approach.

· Knowledge of medical terminology (preferred).

· Compliance with patient confidentiality and privacy regulations.

· Ability to maintain confidentiality and handle sensitive financial information with discretion.

Medical Administrator

1st Reporting Line: Medical Director – Dr. Abiola Fasina

2nd Reporting Line: Managing Director – Dr. Funsho Oladipo

Hours per week: Full-time

Job Summary: To assist the medical director and team in the execution of various administrative operations of the hospital, including collaborating with various departments to optimize workflow and ensure compliance with healthcare regulations.

Duties will include, but are not limited to: analysis of clinical data and generation of strategy reports, including tracking of mortalities, outcomes, complaint resolution, and compliance with SOPS and institutional policies and guidelines.

Function as a key team member to assist the medical director with preparations related to Safecare assessments and international hospital accreditation.

Drafting, reviewing, and evaluating compliance with institutional policies, SOPS, and guidelines.
Oversight of hospital clinical governance teams as delegated by the medical director.

Core Working Relationships/Key Stakeholders

Internal
Medical Director, physicians and nurses of all cadres, clinical administration
team, director of training, patient care advocacy team, laboratory and
pharmacy personnel, COO

External
Patients, Locums consultants, health care agencies and accreditors, and suppliers of
medical and non-medical equipment and consumables

Accountabilities: Shall work with and under the supervision of the medical director.

Key Responsibilities

Assist the medical director in developing and implementing institutional guidelines and policies for the R-Jolad system to harmonize clinical practice and drive revenue.

Assist with the management of consultant and specialty clinic schedules and rosters.
 
Support the recruitment process for new lines of service.

Collate, organize, and analyze clinical, and operational data related to the outcome of care, such as mortalities, falls, hospital-acquired infections, etc.

Draft and review the implementation of standard operating procedures (SOPs) and quality processes with the medical director.

Work closely with clinical quality to implement practice guidelines and innovative solutions.

Support the medical director with administrative tasks as required.

Stand in with external agencies such as the Association of Private Healthcare Practitioners.

Any other duties assigned by the Medical Director

Qualifications and Competencies

A degree in Medicine (MBBS) or Nursing (BNSC) is required, along with a valid medical or nursing license.

Additional qualifications in healthcare administration, public health, or business administration may be preferred.

Previous experience in a similar administrative role within a healthcare setting is highly desirable.

Strong understanding of medical terminology, healthcare regulations, and industry standards.

Strong communication and interpersonal skills.

Ability to prioritize tasks and manage multiple responsibilities simultaneously.

Sound decision-making and problem-solving abilities.

Knowledge of healthcare administration principles.

Proficiency in computer software applications commonly used in healthcare administration, such as electronic medical records systems and Microsoft Office Suite.

Experiences
• Prior clinical experience
• Familiarity with the healthcare financing landscape in Nigeria is an added advantage

• Experience with clinical administration and operations

Key Skills
• Good time management and punctuality

• Excellent communication skills

• Analytical and problem-solving skills

• Ability to follow policies and procedures

• Professional demeanor

• Proficient use of Microsoft office and outlook

• Ability to work as a team member and autonomously

• The ability to build a rapport with patients from a variety of
backgrounds and communicate with their relatives and caregivers.

• Project management skills.

Personal Qualities
• Polite and confident

• Flexible, cooperative and able to multitask

• Positive, self-motivated and forward-thinking

• High levels of integrity and loyalty

• Sensitive and empathic

• Attention to detail

Deliverables: These are to be submitted to the medical director as required

Team Lead, Business Development

Position Summary: The Team Lead, Business Development, is responsible for overseeing the
implementation of business development strategies to heighten the company’s profitability.

The role involves leading a team of business development and sales officers, identifying business
opportunities to pursue, and creating business proposals to support ideas.

1st Reporting Line: Group Head, Business Development- R-Jolad Hospital
2nd Reporting Line: Chief Operating Officer- R-Jolad Hospital

Objective
The Team Lead, BD is responsible for setting strategic goals, developing
action plans, and guiding team members to achieve sales targets, expand
market reach, and drive business growth.

Core Working Relationships/Key Stakeholders
Internal on-site
• Clinical staff, non-clinical staff, Marketing team, Strategy and
Investment team, etc.

External on-site
• Clients and customers, Industry partners and vendors, Regulatory
authorities, External consultants, and advisors, etc

Accountabilities

Performance Responsibilities

• Lead the business development team in identifying, evaluating, and pursuing strategic growth opportunities aligned with the hospital’s objectives and target markets.
• Develop and implement comprehensive business development plans and strategies to drive revenue growth, expand market share, and enhance the hospital’s competitive position.
• Cultivate and nurture relationships with key stakeholders, including physicians, healthcare providers, insurers, and community organizations, to foster collaboration and support business development initiatives.
• Conduct market research and analysis to identify emerging trends, market opportunities, and competitive threats, providing valuable insights and recommendations for business development activities.
• Drive the development and execution of marketing campaigns, promotional activities, and outreach initiatives to raise awareness of hospital services, programs, and specialties.
• Collaborate with internal departments, such as marketing, finance, operations, and clinical services, to coordinate cross-functional efforts and ensure alignment of business development strategies with organizational goals and priorities.
• Lead the negotiation and execution of contracts, partnerships, and strategic alliances with external entities, ensuring favourable terms, compliance with regulatory requirements, and alignment with hospital objectives.
• Champion a culture of quality excellence, innovation, and continuous improvement within the business development function, encouraging creativity, collaboration, and a relentless pursuit of excellence in all endeavors.

Quality Assurance
• Ensure the integrity and accuracy of data, information, and documentation related to business development activities, maintaining high standards of quality and compliance with organizational policies and regulatory requirements.
• Conduct regular audits and reviews of business development processes, practices, and procedures to identify areas for improvement, address deficiencies, and enhance operational efficiency and effectiveness.
• Monitor and evaluate the performance of business development initiatives against predefined quality metrics, benchmarks, and performance indicators, identifying trends, patterns, and areas of concern to drive quality improvement efforts.
• Implement corrective and preventive actions to address quality issues, mitigate risks, and prevent the recurrence of errors or deviations in business development operations and outcomes.
• Collaborate with cross-functional teams, including compliance, legal, risk management, and internal audits, to ensure alignment of quality assurance activities with organizational goals, regulatory standards, and industry best practices.
• Facilitate regular communication and feedback mechanisms with internal and external stakeholders, soliciting input, addressing concerns, and promoting transparency and accountability in quality assurance processes and outcomes.
• Stay informed about industry trends, emerging technologies, and regulatory developments impacting business development and quality assurance practices, proactively adapting strategies and approaches to maintain compliance and competitiveness.

Qualifications & Competencies
• Bachelor’s degree in business administration, healthcare management, marketing, or a related field; master’s degree preferred.
• Proven track record of success in driving business growth, developing strategic partnerships, and achieving revenue targets in healthcare or hospital settings.
• Strong analytical, strategic planning, and project management skills, with the ability to translate market insights into actionable business opportunities.
• Excellent communication, interpersonal, and negotiation skills, with the ability to build rapport, influence stakeholders, and collaborate effectively across organizational boundaries.
• Proficiency in Microsoft Office Suite, CRM software, and other relevant business development tools and platforms.

Direct Sales Agent- EROM Diagnostics

Position Summary: The Direct Sales Agent plays a vital role in driving revenue growth and expanding the customer base through effective sales strategies and client relationship management.

This role requires a proactive and results-driven individual with excellent communication and
interpersonal skills

1st Reporting Line Lead, Business Development – EROM Diagnostics
2nd Reporting Line Head, Laboratory & Imaging—EROM Diagnostics

Objective
The Direct Sales Agent will be responsible for promoting our services and generating revenue through direct sales efforts. Your primary focus will be on building and maintaining relationships with potential clients, driving sales, and meeting or exceeding revenue targets.

Core Working Relationships/Key Stakeholders
Internal on-site
• Clinical staff, Patient Experience department, Billing department,
Marketing team, Strategy team, etc.

External
• Clients and customers, Industry partners and vendors, Regulatory
authorities, External consultants, Advisors, etc.

Accountabilities

Performance Responsibilities
• Consistently meet or exceed assigned sales targets and revenue goals through proactive prospecting, effective sales techniques, and strong closing skills.
• Maintain a healthy sales pipeline by actively sourcing new leads, qualifying prospects, and progressing opportunities through various stages of the sales cycle.
• Identify and pursue new business opportunities within the assigned territory or market segment, leveraging networking, referrals, cold calling, and other lead-generation strategies.
• Deliver compelling sales presentations, product demonstrations, and proposals to prospects, effectively articulating the value proposition and benefits of the diagnostic center’s services.
• Conduct negotiations with clients, addressing objections, resolving concerns, and securing commitments to achieve successful deal closures within specified timelines.
• Conduct thorough market research to identify emerging trends, competitors, and potential business opportunities.
• Analyze market data, including demographics, patient volumes, and payer mix, to inform strategic decision-making.

Quality Assurance
• Foster long-term relationships with clients by providing exceptional service, addressing inquiries promptly, and resolving issues effectively to ensure high levels of customer satisfaction and retention.
• Adhere to ethical standards and compliance guidelines in all sales activities, ensuring transparency, integrity, and professionalism in interactions with clients and stakeholders.
• Maintain accurate and up-to-date records of sales activities, client interactions, and sales pipeline on the designated platforms, ensuring data integrity and completeness for reporting and analysis purposes.
• Solicit feedback from clients and internal stakeholders to identify areas for improvement and enhancement in sales processes, product offerings, and customer experience, driving continuous improvement initiatives.
• Stay informed about market trends, competitor activities, and industry developments, providing insights and recommendations to management for strategic decision-making and market positioning.
• Participate in ongoing training and professional development initiatives to enhance product knowledge, sales skills, and industry expertise, staying abreast of best practices and emerging trends in sales and business development.
• Facilitate open communication channels with internal stakeholders, including leadership, department heads, and frontline staff, to solicit feedback and insights on quality assurance issues and challenges.

Qualifications & Competencies
• A bachelor’s degree in Business Administration, Marketing, or a related field is preferred.
• Proven track record of success in direct sales or business development roles, preferably in the healthcare or diagnostics industry.
• Excellent communication, negotiation, and interpersonal skills.
• Strong problem-solving abilities and the ability to work independently with minimal supervision.
• A goal-oriented mindset with a focus on achieving and exceeding sales targets.
• Proficiency in Microsoft Office Suite

Locum Senior Registrar in Internal Medicine

Performance Responsibilities
• Provide expert clinical oversight and guidance to healthcare professionals within the hospital.
• Conduct regular clinical rounds, case reviews, and audits to assess the quality of clinical care and identify areas for improvement.
• Actively participate in clinical lectures for learning Fridays to stay informed about the latest advancements, research, and clinical practices relevant to the specialty area.
• Participate in the review of Morbidity and Mortality (M&M) cases for presentation, analyzing clinical outcomes, identifying areas for improvement, and contributing to discussions aimed at enhancing patient care and safety.
• Provide monthly admission, referral, morbidity, and mortality statistics to the medical director, under the guidance of the head of department (HOD) of the department where applicable.
• Review the monthly departmental schedules prepared by the patient care experience team, ensuring adequate staffing levels and appropriate allocation of resources to meet patient care needs.
• Actively participate in monthly departmental meetings, contributing insights, addressing clinical challenges, and collaborating with team members to improve departmental operations and patient care
delivery.
• Provide strategic vision and leadership to clinicians (nurses and doctors) within the department, fostering a culture of excellence, innovation, and collaboration.
• Assist with audits of charts by junior doctors, ensuring accuracy, completeness, and compliance with clinical documentation standards and regulatory requirements.
• Make known to the HOD any requisitions as needed for equipment and supplies through appropriate channels using R-Jolad supplies
and procurement processes.

Quality Assurance
• Attend all meetings and training mandated by the Medical Director to ensure alignment with organizational goals.
• Stay informed about standard clinical practices in the relevant specialty through ongoing education, professional development activities, and participation in relevant conferences and seminars.
• Lead grief and bereavement outreach to patients and families who experience bad outcomes such as significant morbidity or death. Provide feedback to the MD within one week of such outreach. Delegate this function to a consultant physician within the department if the HOD is not available.
• Be present for M&M presentations, especially for cases from the department, and actively participate in discussions aimed at identifying areas for improvement and enhancing patient care.
• Review and approve relevant medical reports regarding significant outcomes before submission to the medical director and management to ensure accuracy and compliance with organizational standards.
• Provide expert medical advice to patients, healthcare organizations, and other stakeholders on patient care, diagnosis, and treatment plans.
• Develop and implement clinical guidelines and protocols to improve patient outcomes and ensure compliance with healthcare standards and best practices.
• Facilitate interdisciplinary collaboration and communication to promote a culture of accountability, transparency, and continuous
improvement in clinical governance.
• Provide constructive feedback, coaching, and mentorship to healthcare professionals to enhance clinical skills, knowledge, and performance.

Qualification & Competencies
• Medical degree from an accredited institution.
• Board certification or eligibility in the relevant specialty area.
• Current licensure or registration to practice medicine.
• Advanced training or certification in a subspecialty area.
• Previous experience in clinical leadership or consulting roles.
• Research experience, publication record, or involvement in academic activities.
• Demonstrated clinical expertise and experience in the specialty area
• Strong leadership, communication, and interpersonal skills.
• Ability to work effectively within multidisciplinary teams.
• Commitment to continuous professional development and quality improvement

Billing Officer – R-Jolad Hospital

Position Summary: The Billing Officer plays a crucial role in ensuring the accurate and timely processing of patient billing and claims. They are responsible for managing all aspects of the hospital’s billing procedures, including insurance claims, patient accounts, and compliance with relevant regulations.

The role demands strong attention to detail, a good understanding of healthcare billing procedures, and the ability to work collaboratively with the finance and healthcare teams.

Objective: The Billing Officer shall be responsible for billing and managing delinquent accounts and institute appropriate action to ensure recovery.

Core Working Relationships/Key Stakeholders

Internal On-Site
• Clinical staff, medical records department, front desk staff, the finance
and accounting team, etc.
External
• Patients, Insurance providers, Regulatory authorities, Third-party
companies etc

Accountabilities
Performance Responsibilities

• Review and verify patient billing information for accuracy and completeness.
• Prepare and submit insurance claims for patient treatments and services.
• Monitor and follow up on pending claims, ensuring timely
reimbursement.
• Resolve any billing discrepancies or issues with insurance providers.
• Maintain accurate and up-to date patient account records.
• Generate and send invoices to patients and insurance providers.
• Handle inquiries from patients and insurance companies regarding billing issues.
• Assist patients with understanding their bills and payment options.
• Stay up to date with healthcare billing regulations and guidelines.
• Maintain patient confidentiality.
• Prepare regular reports on billing and collection activities.
• Analyze billing and revenue data to identify trends and discrepancies.
• Provide insights and recommendations to Supervisor for process improvement.
• Collaborate with other departments, such as medical records, front desk, and clinical teams, to resolve billing-related issues.
• Work closely with the finance team to coordinate financial reporting and reconciliation.
• Participate in training and professional development to enhance billing skills and knowledge.
• Identify opportunities for process improvement, automation, and efficiency gains in transactional workflows and systems, and implement changes to enhance accuracy, productivity, and compliance.

Quality Assurance
• Conducting regular audits of billing records to identify and correct any errors or discrepancies.
• Thoroughly review insurance claims before submission to minimize denials and rejections.
• Confirm that all necessary documentation and codes are accurate and complete before claims are sent to insurance providers.
• Maintaining organized and secure records of all billing activities, including invoices, claims, and patient account information.
• Ensuring proper documentation and record-keeping practices following
healthcare compliance standards.
• Providing clear and accurate billing information to patients, including explanations of their bills, payment options, and assistance with inquiries.
• Handling patient complaints or concerns related to billing with
professionalism and empathy.
• Monitoring and improving the overall billing experience for patients and insurance companies to enhance customer satisfaction and relationships

Qualification & Competencies
• HND/ Bachelor’s degree in Social Sciences, Accounting, or a related field (preferred).
• Proven experience in medical billing and claims processing.
• Familiarity with healthcare billing software and Electronic Medical records (EMR) systems.
• Excellent attention to detail and organizational skills.
• Tech Savy
• Effective communication and interpersonal skills.
• Knowledge of healthcare compliance and regulations.
• Ability to work well independently and as part of a team.
• Strong problem-solving and analytical skills


Reconciliation Officer – R-Jolad Hospital

Position Summary: The Reconciliation Officer plays a crucial role in ensuring the accuracy, integrity, and completeness of financial records and transactions through meticulous reconciliation
processes

Objective: The Reconciliation Officer will be responsible for ensuring the accuracy and integrity of financial transactions and records through the reconciliation of accounts, statements, and transactions related to the hospital’s operations

Core Working Relationships/Key Stakeholders

Internal On-Site
• Clinical staff, medical records department, front desk staff, finance team, Billing team, etc
External
• Patients, Insurance providers, Regulatory authorities, Third-party companies, Retainers etc

Accountabilities
Performance Responsibilities

• Perform daily, weekly, and monthly reconciliation of financial accounts, including bank accounts, general ledger accounts, and accounts receivable/payable, ensuring that balances and transactions are accurately recorded and reconciled on time.
• Identify and investigate discrepancies, variances, and irregularities in account balances, statements, and transaction records promptly upon discovery.
• Take appropriate corrective actions to resolve reconciliation issues, including researching discrepancies, coordinating with relevant stakeholders, and adjusting records as necessary.
• Maintain accurate and up-to-date records of reconciliation activities, including reconciliation reports, supporting documentation, and audit trails, to facilitate internal audits, regulatory inspections, and financial reporting requirements.
• Communicate reconciliation findings, trends, and recommendations to relevant stakeholders, including the clinical team and non-clinical team, Patient Experience, Business Development, Finance, and billing teams clearly and concisely.
• Collaborate with cross-functional teams to address reconciliation issues, streamline processes, and improve financial workflows through effective communication and collaboration.
• Implement and enforce internal controls, procedures, and safeguards to prevent fraud, errors, and unauthorized transactions, promoting accountability and transparency in financial operations.
• Identify opportunities for process improvement, automation, and
efficiency gains in transactional workflows and systems, and implement changes to enhance accuracy, productivity, and compliance.

Quality Assurance
• Verify the accuracy of financial records, statements, and transactions through meticulous reconciliation processes, ensuring that balances and transactions are properly recorded and reconciled.
• Identify and investigate discrepancies, variances, and irregularities in account balances, statements, and transaction records promptly upon discovery.
• Ensure compliance with internal policies, procedures, and regulatory requirements governing financial transactions, reconciliation processes, and recordkeeping practices.
• Ensure that reconciliation documentation is complete, organized, and easily accessible for internal audits, regulatory inspections, and financial reporting requirements.
• Proactively identify opportunities for process improvement, automation, and efficiency gains in reconciliation workflows and systems.
• Implement changes and enhancements to reconciliation processes and procedures to enhance accuracy, productivity, and compliance with organizational goals and objectives.

Qualification & Competencies
• HND/ Bachelor’s degree in Social Sciences, Business Administration, or related field.
• Minimum of 1-3 years of experience in financial reconciliation, accounting, or auditing, preferably in a healthcare or hospital setting.
• Strong understanding of accounting principles, financial reporting standards, and internal controls.
• Tech Savy.
• Demonstrated ability to negotiate terms, and agreements effectively.
• Proficiency in financial software and systems, including ERP systems, Excel, and reconciliation tools.
• Excellent analytical skills, attention to detail, and problem-solving abilities.
• Effective communication and interpersonal skills, with the ability to collaborate across departments and communicate complex financial concepts to non-financial stakeholders

Billing Officer – R-Jolad Hospital

Position Summary: The Billing Officer plays a crucial role in ensuring the accurate and timely processing of patient billing and claims. They are responsible for managing all aspects of the hospital’s billing procedures, including insurance claims, patient accounts, and compliance with relevant regulations.

The role demands strong attention to detail, a good understanding of healthcare billing procedures, and the ability to work collaboratively with the finance and healthcare teams.

Objective: The Billing Officer shall be responsible for billing and managing delinquent accounts and institute appropriate action to ensure recovery.

Core Working Relationships/Key Stakeholders

Internal On-Site
• Clinical staff, medical records department, front desk staff, the finance
and accounting team, etc.
External
• Patients, Insurance providers, Regulatory authorities, Third-party
companies etc

Accountabilities
Performance Responsibilities

• Review and verify patient billing information for accuracy and completeness.
• Prepare and submit insurance claims for patient treatments and services.
• Monitor and follow up on pending claims, ensuring timely
reimbursement.
• Resolve any billing discrepancies or issues with insurance providers.
• Maintain accurate and up-to date patient account records.
• Generate and send invoices to patients and insurance providers.
• Handle inquiries from patients and insurance companies regarding billing issues.
• Assist patients with understanding their bills and payment options.
• Stay up to date with healthcare billing regulations and guidelines.
• Maintain patient confidentiality.
• Prepare regular reports on billing and collection activities.
• Analyze billing and revenue data to identify trends and discrepancies.
• Provide insights and recommendations to Supervisor for process improvement.
• Collaborate with other departments, such as medical records, front desk, and clinical teams, to resolve billing-related issues.
• Work closely with the finance team to coordinate financial reporting and reconciliation.
• Participate in training and professional development to enhance billing skills and knowledge.
• Identify opportunities for process improvement, automation, and efficiency gains in transactional workflows and systems, and implement changes to enhance accuracy, productivity, and compliance.

Quality Assurance
• Conducting regular audits of billing records to identify and correct any errors or discrepancies.
• Thoroughly review insurance claims before submission to minimize denials and rejections.
• Confirm that all necessary documentation and codes are accurate and complete before claims are sent to insurance providers.
• Maintaining organized and secure records of all billing activities, including invoices, claims, and patient account information.
• Ensuring proper documentation and record-keeping practices following
healthcare compliance standards.
• Providing clear and accurate billing information to patients, including explanations of their bills, payment options, and assistance with inquiries.
• Handling patient complaints or concerns related to billing with
professionalism and empathy.
• Monitoring and improving the overall billing experience for patients and insurance companies to enhance customer satisfaction and relationships

Qualification & Competencies
• HND/ Bachelor’s degree in Social Sciences, Accounting, or a related field (preferred).
• Proven experience in medical billing and claims processing.
• Familiarity with healthcare billing software and Electronic Medical records (EMR) systems.
• Excellent attention to detail and organizational skills.
• Tech Savy
• Effective communication and interpersonal skills.
• Knowledge of healthcare compliance and regulations.
• Ability to work well independently and as part of a team.
• Strong problem-solving and analytical skills


HR: hr@rjolad.com

FOR COMPLAINTS
& ENQUIRIES