International Clinical Laboratories (ICL) is one of the largest of independent clinical diagnostic centers on the African continent. ICL has opened its door for service in 2004 with the aim of “contributing to the maintenance and enhancement of the quality of life throughout Ethiopia” by encompassing a system of human and physical resources designed to meet the changing healthcare needs of the population it serves. It is the only laboratory accredited by the USA based Joint Commission International (JCI) five times in a row. The laboratory provides more than 3000 tests in collaboration with its referral laboratories.

ICL would like to fill the following vacant positions under the Customer Service Section (AA1) by inviting all qualified and competent applicants:

Salary: - As per the company scale  

• Report to: - CSC Manager

• Position Purpose and Summary

The Wellness Supervisor will oversee and coordinate the activities of Wellness Professionals to ensure high-quality, efficient, and customer-focused wellness services. This role is responsible for supervising day-to-day operations, ensuring adherence to clinical protocols and SOPs, maintaining data accuracy, and facilitating smooth communication between staff and management. The ideal candidate is a hands-on leader with a solid background in clinical or public health services, strong people management skills, and a passion for operational excellence

Job Requirements

EDUCATION & QUALIFICATIONS

Essential Requirements:

• Education: Bachelor's degree in Nursing, Public Health, 

• Experience: Minimum 3 years' experience in wellness/healthcare setting, with at least 2 years in supervisory or team lead role or related responsibilities 

• Technical Skills: Expert Microsoft Office skills (Excel, Word, PowerPoint, Outlook)

• Language: Able to communicate orally and written in English

• Systems: Familiarity with medical billing systems (e.g., Polytech) and basic cash handling protocols

Key Responsibilities

Operational Oversight

• Supervise the daily performance of Wellness Professionals across all service points.

• Ensure Wellness services are delivered in line with SOPs, customer service standards, and company policies.

• Monitor cleanliness, organization, and functionality of the Wellness rooms and equipment.

• Oversee proper usage of the cash register and accurate entry of services rendered.

Staff Management & Training

• Conduct onboarding and continuous training for Wellness Professionals on SOPs, customer handling, and service protocols.

• Provide coaching, mentoring, and regular performance feedback to team members.

• Schedule and allocate staff effectively to ensure coverage and service continuity.

Customer Service Excellence

• Ensure patient interactions are handled with professionalism, empathy, and confidentiality.

• Monitor response quality to patient inquiries and complaints, and intervene when necessary.

• Review complaint forms and follow up on resolutions in coordination with the Customer Compliant handling specialist and department Managers.

Quality Assurance & Reporting

• Audit data entries and sample labeling logs for accuracy and completeness.

• Supervise proper handling, documentation, and confidentiality of test results.

• Approve and consolidate daily and weekly reports from team members before submission.

• Track KPIs (e.g., service time, patient satisfaction, sample accuracy) and identify areas for improvement.

Coordination & Communication

• Liaise between Wellness staff, the department Manager, and Finance regarding refunds, documentation, and issues.

• Coordinate with finance to ensure daily collected revenue is submitted accurately and timely.

• Communicate policy updates, new procedures, and strategic changes to staff promptly.

WORKING CONDITIONS

• Standard office and clinical environment

• May require extended hours during peak periods

• Interaction with diverse clientele and staff

• Responsibility for cash handling and confidential information

• Regular reporting and documentation requirements

How To Apply

Qualified applicants who fulfill the above requirements shall submit their updated CV with Cover Letter and copies of supporting documents using email address hrrecruitment@icladdis.com within 5 days of this advertisement.

 Your CV and Cover Letter must be merged into a single PDF document.

 Any documents that are not in PDF format will be automatically rejected.

Note: Please put the position title on the subject line of your email