Client Liaison Officer (Female)
Location: Ikoyi, Lagos
Employment Type: Full-time
Job Summary
- The Client Liaison officer serves as the primary point of contact between the hospital and its clients (patients, families, corporate partners).
- This role ensures seamless communication, excellent patient experience, and resolution of concerns while coordinating with internal departments to deliver high-quality care and services.
Key Responsibilities
- Client Engagement & Relationship Management
- Serve as the go-to contact for patient inquiries, feedback, and complaints.
- Build and maintain strong relationships with patients, families, and corporate clients.
- Proactively check in on VIP or high-priority clients during their hospital journey.
- Service Coordination
- Collaborate with medical, nursing, billing, and support teams to ensure smooth service delivery.
- Facilitate pre-admission and discharge processes for patients.
- Assist with appointment scheduling, referral management, and follow-up services.
Complaint & Feedback Management
- Receive, document, and respond to patient and client complaints in a timely, empathetic, and professional manner.
- Track recurring issues and work with internal teams for resolution and process improvement.
- Prepare reports on feedback trends and recommend service upgrades.
Communication & Education
- Clearly explain hospital policies, procedures, and treatment options to clients.
- Coordinate and communicate special service packages or medical programs.
- Act as a liaison between the hospital and insurance companies or HMOs when needed.
Reporting & Administration
- Maintain updated records of all client interactions and resolutions.
- Generate weekly/monthly reports on client engagement, satisfaction metrics, and unresolved cases.
- Ensure strict confidentiality of patient information.
Key Requirements Education:
- Bachelor’s Degree in Business Administration, Healthcare Management, Public Relations, or related field.
- Experience: 5–7 years’ experience in client relations or customer service, preferably in a healthcare environment.
Skills:
- Strong interpersonal and emotional intelligence skills
- Excellent verbal and written communication
- Conflict resolution and negotiation skills
- Proficient in Microsoft Office Suite or CRM software
- Understanding of hospital workflow and medical terminology (an advantage)
Personal Qualities:
- Empathetic and patient-focused
- Well-organized and detail-oriented
- Discreet, with strong ethics and respect for confidentiality
- Able to manage multiple clients/issues at once
- A proactive problem solver
Performance Indicators (KPIs)
- Patient satisfaction scores
- Complaint resolution time
- Number of unresolved issues
- Repeat client or referral rate
- Timeliness of client reporting
Working Hours:
- The role requires work from Monday to Saturday, with Saturday being a half-day. All Public Holidays will also be observed as half-day working days.
Application Closing Date
Not Specified.
How to Apply
Interested and qualified candidates should send their CV to: apply@alfred-victoria.com using the Job Title as the subject of the email.