Open to opportunities

Ojiakochijioke Grace

@ojiakochijiokegrace

Message

I improve patient operations, healthcare service delivery, and insurance claims coordination.

Nigeria

Message

What I'm looking for

I'm looking for a healthcare operations or patient-services role where I can improve patient journeys, strengthen service delivery, streamline CRM and scheduling processes, support compliant insurance operations, and lead customer-focused teams.

I've managed clinical and patient-support operations across physiotherapy, rehabilitation, orthodontic, hospital, and health-insurance services in Nigeria.

In my most recent role, I managed daily physiotherapy and rehabilitation operations, coordinated therapist and patient schedules, implemented CRM tools, developed SOPs, and tracked patient satisfaction, response time, and service-efficiency KPIs.

I previously led end-to-end orthodontic patient support, using HubSpot, Zendesk, and Freshdesk to streamline interactions, automate follow-ups, reduce no-shows, and support treatment retention. I also trained front-desk and customer-support teams in patient communication, service excellence, and complaint resolution.

Earlier, I served as an anchor personnel for the RAHIS road-accident health insurance project and built EKO Hospital's HMO patient section from the ground up to support 60 HMOs and more than 3,000 enrollees. I bring hands-on experience in claims processing, insurance verification, patient care coordination, compliance, billing, executive support, and healthcare administration.

Experience

Work history, roles, and key accomplishments

Operations Manager

Physiotherapy and Rehabilitation Services

Aug 2022 - May 2024 (1 year 9 months)

Managed daily clinical operations across physiotherapy and rehabilitation services, ensuring smooth patient flow and service delivery. Led customer support functions and implemented CRM tools to improve response time and communication efficiency.

Medical Terminology Patient Scheduling HIPAA compliance Insurance Verification CRM Systems Microsoft Office Google Workspace Time Management Multitasking Problem Solving Administrative Support

Patient Support Operations Lead

Orthodontic Services

Aug 2019 - Jul 2022 (2 years 11 months)

Led end-to-end patient support operations, ensuring seamless communication across phone, email, and digital channels. Managed and optimized the orthodontic patient journey, reducing appointment no-shows and treatment drop-offs.

HubSpot Zendesk Freshdesk CRM Patient Communication Customer Service Data Analysis KPI Reporting team training Appointment Scheduling

Health Insurance Claims Specialist

RAHIS Project

Feb 2009 - Apr 2016 (7 years 2 months)

Managed end-to-end health insurance claims processing, ensuring accuracy, compliance, and timely reimbursement. Handled escalation of complex claims and coordinated with healthcare providers and clients.

Claims Processing Insurance Verification Customer Support Medical Terminology HIPAA compliance Data Entry Problem Solving

HMO Liaison Officer

EKO Hospital

Jan 2007 - Jan 2009 (2 years)

Served as liaison officer between stakeholders including NHIS, HMOs, and the hospital. Provided executive support to the Clinical Director and managed negotiations and billing processes with partner insurance organizations.

Stakeholder Management Executive Support Negotiation Billing Data Management Quality Assurance Training