Care Liaison Officer at Sigma Consult

• The Care Liaison Officer (CLO) serves as the primary link between patients, clinical teams, and hospital administration, ensuring a smooth, respectful, and well-coordinated patient journey. The role focuses on improving patient experience, proactively resolving concerns, and strengthening communication across departments to enhance trust, satisfaction, and continuity of care.

Key Responsibilities

Patient Support & Advocacy

• Serve as the first point of contact for patients and relatives regarding care coordination, concerns, and feedback.
• Ensure patients understand their care process, next steps, and hospital procedures.
• Advocate for patients by escalating concerns appropriately and ensuring timely resolution.
• Provide emotional support, especially to first-time, elderly, and vulnerable patients.

Care Coordination

• Liaise with doctors, nurses, billing, pharmacy, laboratory, and front desk teams to ensure seamless patient flow.
• Track patient movement across departments to minimize delays.
• Support discharge planning by providing clear instructions and follow-up guidance.
• Coordinate care for chronic, corporate, and HMO patients to ensure continuity of care.

Complaint Handling & Service Recovery

• Receive, document, and resolve patient complaints professionally and empathetically.
• De-escalate conflicts and manage difficult conversations calmly.
• Ensure complaints are logged, tracked, and closed within agreed timelines.
• Follow up with patients post-resolution to confirm satisfaction.

HMO & Billing Liaison Support

• Assist patients in understanding billing processes, insurance coverage, approvals, and co-payments.
• Collaborate with billing and HMO teams to manage approval delays and patient expectations.
• Communicate HMO-related timelines and requirements clearly to patients.

Patient Experience Monitoring & Reporting

• Collect patient feedback through surveys, calls, and direct interactions.
• Identify recurring service gaps and escalate trends to management.
• Support patient experience audits and mystery-patient exercises.
• Recommend service improvement initiatives based on patient insights.

Communication & Patient Education

• Provide accurate information on hospital services, policies, and procedures.
• Support patient communication before, during, and after visits.
• Educate patients on hospital navigation and available support services.

Collaboration & Continuous Improvement

• Work closely with clinical and non-clinical teams to improve service delivery.
• Participate in patient experience training and quality improvement initiatives.
• Promote a culture of empathy, professionalism, and patient-centred care.

Key Performance Indicators (KPIs)

• Patient satisfaction and feedback scores
• Number of patient complaints and resolution timelines
• Reduction in service-related escalations
• Compliance with patient experience standards
• Patient follow-up completion rates

Required Qualifications

• Minimum HND or BSc in Nursing, Public Health, Health Administration, Social Sciences, or a related field.
• 1–3 years experience in a hospital, clinic, or healthcare customer service role.
• Experience working with HMOs and corporate patients is an added advantage.

Required Skills & Competencies

• Excellent verbal and written communication skills
• Strong empathy and emotional intelligence
• Conflict resolution and problem-solving skills
• Ability to multitask in a fast-paced healthcare environment
• Strong interpersonal and stakeholder management skills
• Basic understanding of hospital operations and patient flow
• Proficiency in MS Office and basic hospital systems