Job Title: Client Laison Officer
Organisation: Marie Stopes Uganda
Duty Station: Kampala, Uganda
About Organisation:
Marie Stopes Uganda (MSUG) is affiliated with MSI Reproductive Choices and is registered in Uganda as a local Non-Governmental Organization (NGO). Since launching in 1993, MSUG has grown to become one of Uganda’s largest sexual and reproductive healthcare providers, offering a wide range of high-quality, affordable, client-centred services. Our service delivery channels are adapted to fit the different contexts of each region to maximise opportunities for building sustainable platforms that can provide a lasting impact on the health outcomes of Ugandans.
Job Summary: Working hand in hand with and reporting to the Operations Coordinator, the Client Liaison Officer’s main role is to maintain the high administrative and client care standards expected by MSI and actively work to promote the smooth running of the Hospital and contribute to improved financial performance.
This post holder will be able to work productively with the Hospital Clinical and non-Clinical staff to ensure client satisfaction.
Key Duties and Responsibilities:
- This post has four key responsibilities and related deliverables:
- Customer Service
- Coordination
- Financial Administration
- Records Management
- Reporting
- Customer Service
- Maintain the best customer handling standards and train all staff at the Hospital to provide the best customer experience.
- Usher in clients warmly and ensure that they have a swift pleasant experience through efficiency of service and minimize client waiting time.
- Feedback collection
- Client follow up, support and build positive relationship to increase client loyalty and promptly resolve client complaints.
- Follow up on all patients who visited the hospital the previous day and submit the report by 12pm of the current day
- Queue management- check on each patient in the waiting area and ensure that they are attended to in a timely manner.
- Pending results/imaging/medication- using the laboratory/scan or dispensing record books, follow up on the status of pending actions and share feedback with supervisor/team leader or assigned personnel
- Shift accountability
- Ensure that all hospital staff/teams are fully constituted and are on time at their respective duty stations in proper working gears.
- ensure that your duty stations, consultation rooms and hospital areas are tidy/clean and organised for the shift.
- Operations-ensure that the Hospital is fully operational in terms of power, generator, water, phones, office equipment, supplies and communicate any interruptions immediately.
- Phone and email correspondences- answering calls and emails plus redirecting incoming and outgoing correspondences in a timely manner.
- Rota management- participate in scheduling and management of departmental rotas to ensure coverage at all times and communicate any changes to your supervisor in a timely manner.
- Office supplies- Ensure timely requisition of hospital supplies to avoid stock outs.
- Financial
- Petty cash management
- Ensure all payments are approved and petty cash vouchers signed completely before issuing money.
- Petty cash refill (mobile money and beyonic payments)
- Ensure proper reconciliation of Petty cash.
- Attach supporting documents to all payments done.
- Safe access and threshold.
- Billing
- Ensure all billing accessories/gadgets are in place and in good working condition. Communicate any network interruption for SMART, tracksol, Visa machines or electronic payments (beyonic or mobile money) that might hinder billing
- Timely update and daily issuance of accurate interim bills to admitted patients.
- Activate accounts for cash and corporate patients and ensure there is a duly signed claim form where applicable and data captured accurately.
- Collecting co-payments or other fees upon admittance
- Completion of claim forms and ensuring that they are vetted by the doctors before submission to supervisor on a daily basis.
- Preparing bills and invoices, and documenting amounts due for medical procedures and services.
- Collecting and reviewing referrals and pre-authorizations for approval before services are given or as hospital procedure.
- Following up on missed payments, missed opportunities, and resolving financial discrepancies before end of shift.
- Investigating and appealing denied/rejected claims/bills and timely re submission.
- Receipting/payments
- Ensure timely receipting of all payments received (electronic/online like beyonic, mobile money, visa, cash and cheques) and reconciliation on a daily basis.
- Receive only approved currencies as per finance guidelines.
- Verify all cash collected using the gadgets in place to avoid fake notes.
- Keep record of all originals for cancelled receipts/communications for future reference
- Report any positive or negative variances in a timely manner to your supervisor.
- Collect and keep change available at all times to carry out cash transactions
- Store cash, cheques and vouchers securely as per the department guidelines
- Specialist schedules
- Prepare and update daily specialist schedules and submit for verification and payment
- Banking
- Daily banking of all cash collections by 9am of the following day and submit the banking and shift report copies to your supervisor on a daily basis.
- Records
- Ensuring the patient’s medical information is captured accurately and up to date.
- Ensure confidentiality and maintenance of all medical and non-medical records.
- File neatly, label, store safely and maintain accurate records
- Keep an updated inventory record of all MSU property at the Hospital.
- Inventory submission by the 3rd day of eery new month
- Reporting
- Compile and submit the required reports in a timely manner to the respective personness.
- Daily shift reports (at end of shift)
- Missed opportunities (at end of shift)
- Customer care call back reports (including pending results or prescriptions) by 12pm of the next day.
- Specialist schedules-daily and at end month
- Petty cash-whenever float is required.
- Performance report- daily update and at end month
- Insurance claims submission plus SMART and OFF SMART reimbursement reports- by the 17th day of current month and last batch by the 3rd of the next month
- Assets Custodianship
- Ensure effective custodianship and accountability for all assigned MSUG assets by implementing controls to prevent loss, theft or misuse of assets.
- Ensure that all hospital staff/teams are fully constituted and are on time at their respective duty stations in proper working gears.
- ensure that your duty stations, consultation rooms and hospital areas are tidy/clean and organised for the shift.
Qualifications, Skills and Experience:
- University Degree in Business Administration or related discipline
- At least 2 years experience in any administrative role, Business development, cashier and or billing
Skills/Experience:
- Sound knowledge of Microsoft Office applications including MS Excel, Power point and internet is mandatory.
- Proven excellent technical oral, written, and editing abilities; ability to present and write influentially for multiple audiences
- Ability to work well with others in team environments, build consensus and drive change
- must be able to satisfy stakeholders;
- should be able to work in deadline driven/results orientated atmospheres
- Strong people management skills
- Able to think strategically and a good planner
- Able to manage and motivate teams to achieve targets and to achieve organisational change.
- Posses leadership personality, and able to take on and solve problems quickly and efficiently
- Ability to stay on track and deliver even under pressure.
- Willingness to work beyond the stipulated business working
How to Apply:
Submit your cover letter, CV, and academic documents as a single PDF file.
Clearly indicate the job title in the subject line of your email.
Send your application to [email protected].
Applications will be reviewed on a rolling basis; early submissions are encouraged.
Deadline: 15th December 2025
Note:
- MSUG is an equal opportunities employer, committed to safeguarding humanity and expects all position holders to share this commitment.
- MSUG has a well-guided and transparent recruitment process that requires no payment or sexual favours from any candidate/job applicants/potential job seekers as a pre-employment requirement.
- Qualified female candidates are encouraged to apply.
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Level of Education: bachelor degree
Work Hours: 8
Experience in Months: 24