• Application Deadline:
• Position: Client Liaison Manager



• Job Type Full Time



• Qualification BA/BSc/HND



• Experience 7 - 10 years



• Location Lagos




• City Ikoyi




• Job Field Customer Care 
  
  

Job Summary

• The Client Liaison Manager 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, andcorporate 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.

Performance Indicators (KPIs)

• Patient satisfaction scores


• Complaint resolution time


• Number of unresolved issues


• Repeat client or referral rate.


• Timeliness of client reporting.

Key Requirements

Education:

• Bachelor’s Degree in Business Administration, Healthcare Management, Public Relations, or related field.

Experience:

• 7–10 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.