CLIENT RELATIONSHIP MANAGER

VACANCY ANNOUNCEMENT@ 

Lilongwe Institute of Orthopaedics and Neurosurgery (LION)

POSITION: CLIENT RELATIONSHIP MANAGER 

Location: Lilongwe

OVERVIEW 

The Lilongwe Institute of Orthopaedics and Neurosurgery (LION) is a semi autonomous, not-for-profit institution managed by the LION Trust. LION functions as the orthopaedic and neurosurgical department of Kamuzu Central Hospital and provides both public and paying services in trauma, orthopaedics, and neurosurgery. The Institute’s goal is to reduce the high burden of disability and its economic impact on individuals, families, and communities in Malawi.

LION Trust invites applications from suitably qualified and experienced individuals to fill the position of:

Client Relationship Manager

Contract Period: Two (2) years, subject to extension

Reporting to: Medical Director

Job Summary

The Client Relationship Manager (CRM) is responsible for managing client and patient relationships within the hospital. As the first point of contact for paying patients, the CRM is charged with providing excellent client relationship services and promoting a customer-focused culture throughout the hospital. The role aims to ensure efficient delivery of paying services in line with LION’s financial sustainability objectives.

Key Duties and Responsibilities

The Client Relationship Manager shall perform the following duties, among others:

Ensure outstanding client relations at all times

Maintain a friendly, cheerful, and courteous demeanor

Courteously and accurately respond to patient and client inquiries

Supervise daily shifts for Client Relationship Assistants and ensure adherence to standard operating procedures

Train, direct, coach, and counsel Client Relationship Assistants and other involved staff to ensure quality service delivery

Ensure proper delegation of duties to assistants

Resolve patient and client complaints promptly and efficiently in line with patient safety and complaint policies

Build strong working relationships and liaise with all departments, particularly paying sections

Operate EPABX equipment

Supervise front desk operations to ensure optimal service and hospitality

Ensure safety by following security procedures and reporting suspicious activities to management

Adhere to hospital credit limit and floor limit policies

Liaise with medical insurance schemes to ensure adequate patient coverage

Cross-check and verify accuracy of all bills

Assist paying departments in servicing patients

Perform duties of Client Relationship Assistants when required

Carry out any other duties as assigned by management

Qualifications and Experience

Bachelor’s Degree in Business Administration, Hospitality Management, or an equivalent qualification

Minimum of three (3) years’ relevant experience in a similar supervisory role within hospitality, service industries, or private medical services

Proven leadership ability, attention to detail, and strong commitment to client relationship excellence

Skills and Abilities

Strong interpersonal skills

Good listening skills

Good reporting skills

Excellent communication skills

Computer literacy

Fluency in English and Chichewa

Personal Attributes

Friendly and approachable

Kind and compassionate

Self-disciplined with good self-control

Proactive and self-motivated

Method of Application

Interested candidates should send their applications to:

The Human Resources Director

LION Trust,

P.O. Box 31653,

Lilongwe,

Email: recruitment@lion.mw

Deadline for receiving applications: February 27, 2026.

Only shortlisted candidates will be acknowledged.