Client Liaison Officer at Alfred & Victoria Associates

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.

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.

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:5–10 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