Client Liaison Officer (Customer Care) at an IVF Clinic - Prowess Outsourcing Limited

Prowess Outsourcing Limited - Our client, an IVF clinic, is recruiting to fill the position below:

Job Title: Client Liaison Officer (Customer Care)

Location: Omole Phase 1, Lagos
Employment Type: Full-time

Position Overview

• The Client Liaison Officer at our IVF clinic plays a pivotal role in fostering positive relationships with our clients.
• With 2-5 years of prior experience in a similar healthcare environment, the ideal candidate will possess exceptional communication skills, empathy, and a strong understanding of the sensitive nature of fertility treatments.
• They will serve as a primary point of contact for clients, providing support, guidance, and ensuring a seamless experience throughout their fertility journey.

Key Responsibilities

• Act as the primary point of contact for clients, providing timely and compassionate communication via phone, email, and in-person interactions. Address client inquiries, concerns, and provide accurate information regarding procedures, treatments, and appointments.
• Offer emotional support and guidance to clients throughout their fertility journey. Empathize with their concerns, alleviate anxieties, and provide resources for additional support as needed.
• Manage client appointments, including scheduling consultations, procedures, and follow-up visits. Coordinate with medical teamand ensure efficient utilization of clinic resources.
• Assist clients in understanding the financial aspects of fertility treatments,payment options, and financepolicy. Collaborate with financedepartments to resolve any billing inquiries or discrepancies.
• Maintain accurate and confidential client records, ensuring compliance with privacy regulations such as client interactions, treatment plans, and any relevant information in the clinic's database.
• Esterblish an MOUsessions for clients and surrogate.
• Monitor client satisfaction levels and gather feedback to identify areas for improvement in services or processes. Work closely with the clinical team to address client concerns and enhance the overall client experience.

Qualifications and Skills

• Candidates should possess B.Sc Degrees in Administration, Psychology, or a related field
• 2 - 5 years relevant work experience in a client-facing role within a healthcare setting, preferably in a fertility clinic or reproductive medicine practice.
• Excellent communication skills, both verbal and written, with the ability to convey complex medical information in a clear and empathetic manner.
• Strong organizational skills and attention to detail, with the ability to multitask and prioritize tasks effectively.
• Proficiency in using electronic medical record (EMR) systems and Microsoft Office Suite.
• Sensitivity to the emotional needs of clients undergoing fertility treatments, with a compassionate and non-judgmental approach.
• Knowledge of medical terminology and understanding of fertility treatments and procedures is preferred.
• Ability to maintain confidentiality and handle sensitive information with professionalism and discretion.

Salary
N100,000 - N150,000 Monthly.

Application Closing Date
18th April, 2024.