Client Liaison Manager at Alfred and Victoria Associates

Client Liaison Manager

Alfred & Victoria Associates (AVA), a leading ICT-driven consulting and human capital development organisation in Nigeria, is recruiting an experienced Client Liaison Manager to strengthen client engagement and service coordination within a healthcare environment.

Job Details

• Location: Ikoyi, Lagos, Nigeria
• Employment Type: Full-time

Role Overview

The Client Liaison Manager will act as the central communication link between the hospital and its clients, ensuring an exceptional patient experience. The role focuses on relationship management, complaint resolution, service coordination, and continuous improvement of client satisfaction.

Key Responsibilities

Client Engagement & Relationship Management

• Serve as the primary contact for patient and client inquiries, feedback, and concerns.
• Build and sustain strong relationships with patients, families, and corporate partners.
• Proactively engage VIP and high-priority clients throughout their hospital experience.

Complaint & Feedback Management

• Receive, document, and resolve complaints professionally and empathetically.
• Track recurring service issues and collaborate with internal teams for resolution.
• Prepare feedback analysis reports and recommend service improvements.

Communication & Education

• Clearly explain hospital policies, procedures, and treatment processes to clients.
• Communicate special medical programs and service packages.
• Act as an intermediary between the hospital and insurance providers or HMOs.

Service Coordination

• Collaborate with medical, nursing, billing, and support teams.
• Facilitate patient admission and discharge processes.
• Support appointment scheduling, referrals, and follow-up services.

Reporting & Administration

• Maintain accurate records of client interactions and resolutions.