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.