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Open nowFirst seen 5 days ago

Care Liaison Officer (CLO)

Sigma Consulting Group570 open roles

Where
Lagos, Nigeria
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Your applicationOpen nowCare Liaison Officer (CLO)Sigma Consulting Group · Lagos, Nigeria

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The clock on this job

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Share of postings closed within
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  2. 4.5%3 days
  3. 12.3%7 days
  4. 19.3%14 days
  5. 35.6%30 days
  6. 58.1%60 days
This job: first seen 5 days ago

The posting

Care Liaison Officer (CLO)

Location: Victoria Island (VI), Lagos

Industry: Healthcare

Salary: ₦200,000 (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

  • Serve as the first point of contact for patients and relatives regarding care coordination, concerns, and feedback.
  • Ensure patients understand their care process, next steps, and hospital procedures.
  • Advocate for patients by escalating concerns appropriately and ensuring timely resolution.
  • Provide emotional support, especially to first-time, elderly, and vulnerable patients.

2. Care Coordination

  • Liaise with doctors, nurses, billing, pharmacy, laboratory, and front desk teams to ensure seamless patient flow.
  • Track patient movement across departments to minimize delays.
  • Support discharge planning by providing clear instructions and follow-up guidance.
  • Coordinate care for chronic, corporate, and HMO patients to ensure continuity of care.

3. Complaint Handling & Service Recovery

  • Receive, document, and resolve patient complaints professionally and empathetically.
  • De-escalate conflicts and manage difficult conversations calmly.
  • Ensure complaints are logged, tracked, and closed within agreed timelines.
  • Follow up with patients post-resolution to confirm satisfaction.

4. HMO & Billing Liaison Support

  • Assist patients in understanding billing processes, insurance coverage, approvals, and co-payments.
  • Collaborate with billing and HMO teams to manage approval delays and patient expectations.
  • Communicate HMO-related timelines and requirements clearly to patients.

5. Patient Experience Monitoring & Reporting

  • Collect patient feedback through surveys, calls, and direct interactions.
  • Identify recurring service gaps and escalate trends to management.
  • Support patient experience audits and mystery-patient exercises.
  • Recommend service improvement initiatives based on patient insights.

6. Communication & Patient Education

  • Provide accurate information on hospital services, policies, and procedures.
  • Support patient communication before, during, and after visits.
  • Educate patients on hospital navigation and available support services.

7. Collaboration & Continuous Improvement

  • Work closely with clinical and non-clinical teams to improve service delivery.
  • Participate in patient experience training and quality improvement initiatives.
  • Promote a culture of empathy, professionalism, and patient-centred care.

Key Performance Indicators (KPIs)

  • Patient satisfaction and feedback scores
  • Number of patient complaints and resolution timelines
  • Reduction in service-related escalations
  • Compliance with patient experience standards
  • Patient follow-up completion rates

Required Qualifications

  • Minimum HND or BSc in Nursing, Public Health, Health Administration, Social Sciences, or a related field.
  • 1–3 years experience in a hospital, clinic, or healthcare customer service role.
  • Experience working with HMOs and corporate patients is an added advantage.

Required Skills & Competencies

  • Excellent verbal and written communication skills
  • Strong empathy and emotional intelligence
  • Conflict resolution and problem-solving skills
  • Ability to multitask in a fast-paced healthcare environment
  • Strong interpersonal and stakeholder management skills
  • Basic understanding of hospital operations and patient flow
  • Proficiency in MS Office and basic hospital systems

Working Conditions

  • Shift-based work may be required
  • High level of patient interaction
  • Strict confidentiality and discretion required at all times

How to Apply

Interested and qualified candidates should send their CV to [email protected].

Message Subject: Care Liaison Officer – VI Lagos

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