Care Liaison Officer
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Job Location:
Monthly Salary:
Posted on:
12 hours ago
Vacancies:
1 Vacancy
Job Summary
Care Liaison Officer (CLO)
Location: Victoria Island (VI) Lagos
Industry: Healthcare
Salary: 200000 (Monthly)
Experience: Minimum of 3 years
Employment Type: Full-time
Job Purpose
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
1. Patient Support & Advocacy
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Serve as the first point of contact for patients and relatives regarding care coordination concerns and feedback.
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Ensure patients understand their care process next steps and hospital procedures.
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Advocate for patients by escalating concerns appropriately and ensuring timely resolution.
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Provide emotional support especially to first-time elderly and vulnerable patients.
2. Care Coordination
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Liaise with doctors nurses billing pharmacy laboratory and front desk teams to ensure seamless patient flow.
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Track patient movement across departments to minimize delays.
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Support discharge planning by providing clear instructions and follow-up guidance.
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Coordinate care for chronic corporate and HMO patients to ensure continuity of care.
3. Complaint Handling & Service Recovery
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Receive document and resolve patient complaints professionally and empathetically.
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De-escalate conflicts and manage difficult conversations calmly.
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Ensure complaints are logged tracked and closed within agreed timelines.
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Follow up with patients post-resolution to confirm satisfaction.
4. HMO & Billing Liaison Support
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Assist patients in understanding billing processes insurance coverage approvals and co-payments.
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Collaborate with billing and HMO teams to manage approval delays and patient expectations.
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Communicate HMO-related timelines and requirements clearly to patients.
5. Patient Experience Monitoring & Reporting
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Collect patient feedback through surveys calls and direct interactions.
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Identify recurring service gaps and escalate trends to management.
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Support patient experience audits and mystery-patient exercises.
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Recommend service improvement initiatives based on patient insights.
6. Communication & Patient Education
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Provide accurate information on hospital services policies and procedures.
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Support patient communication before during and after visits.
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Educate patients on hospital navigation and available support services.
7. Collaboration & Continuous Improvement
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Work closely with clinical and non-clinical teams to improve service delivery.
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Participate in patient experience training and quality improvement initiatives.
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Promote a culture of empathy professionalism and patient-centred care.
Key Performance Indicators (KPIs)
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Patient satisfaction and feedback scores
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Number of patient complaints and resolution timelines
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Reduction in service-related escalations
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Compliance with patient experience standards
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Patient follow-up completion rates
Required Qualifications
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Minimum HND or BSc in Nursing Public Health Health Administration Social Sciences or a related field.
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13 years experience in a hospital clinic or healthcare customer service role.
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Experience working with HMOs and corporate patients is an added advantage.
Required Skills & Competencies
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Excellent verbal and written communication skills
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Strong empathy and emotional intelligence
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Conflict resolution and problem-solving skills
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Ability to multitask in a fast-paced healthcare environment
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Strong interpersonal and stakeholder management skills
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Basic understanding of hospital operations and patient flow
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Proficiency in MS Office and basic hospital systems
Working Conditions
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Shift-based work may be required
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High level of patient interaction
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Strict confidentiality and discretion required at all times
How to Apply
Interested and qualified candidates should send their CV to
Message Subject: Care Liaison Officer VI Lagos
Key Skills
- Presentation Skills
- Time Management
- Clinical Research
- Communication skills
- GCP
- Infusion Experience
- Managed Care
- Hospice Care
- Conflict Management
- Clinical Trials
- Research Experience
- Home Care
