Client Liaison Manager at Alfred & Victoria Associates

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.