Reported by: Oahimire Omone Precious | Edited by: Henry Owen
As part of activities marking the 2025 Customer Service Week, the Edo State Health Insurance Commission (EDOHIC) engaged Health Service Provider (HSP) Desk Officers across the state in an interactive session designed to enhance service delivery. The event, held at the Commission’s headquarters in Benin City, featured in-person participation from officers in Edo South Senatorial District, while colleagues from Edo North and Edo Central joined virtually.
Coordinated by the Director of Customer Success, Mrs. Aya Femi-Monye, the session emphasized EDOHIC’s core values of professionalism, empathy, honesty, and patient-centered service. She noted that Desk Officers are the Commission’s primary interface with health facilities, stressing that the quality of their interactions directly influences enrollee satisfaction and retention. Mrs. Femi-Monye also encouraged officers to embrace innovation as a means to continuously improve service delivery and foster stronger relationships with patients.
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The engagement included a question-and-answer segment where Desk Officers shared experiences and offered suggestions for enhancing service quality. Participants expressed appreciation for EDOHIC’s efficient authorization processes, affordability, and commitment to both patients and healthcare providers. One officer, Theodore Osarenmwinda of the City of Hope Hospital in Benin, described the Commission as “the best Health Maintenance Organization,” commending its seamless operations and fair pricing.
A highlight of the event was the unveiling of the Customer Service Creed, reaffirming the Commission’s dedication to compassionate, professional, and innovative healthcare delivery. The creed emphasizes listening, responding, and resolving challenges with integrity, while striving to turn challenges into opportunities and ensuring patient needs remain central to the Commission’s mission.
The session reinforces EDOHIC’s continuous commitment to capacity building, fostering a culture of excellence, and delivering accessible, affordable, and high-quality healthcare to residents of Edo State.
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