Care Liaison Officer (CLO)
Location: Victoria Island (VI), Lagos
Industry: Healthcare
Salary: ₦200,000 (Monthly)
Experience: Minimum of 3 years
Employment Type: Full-time
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.
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.
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
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.
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
Shift-based work may be required
High level of patient interaction
Strict confidentiality and discretion required at all times
Interested and qualified candidates should send their CV to hiring@mysigma.io.
Message Subject: Care Liaison Officer – VI Lagos
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