The Lilongwe Institute of Orthopedics and Neurosurgery (LION) is an autonomous not-for-profit institution managed by the LION Trust. LION functions as the orthopedic and neurosurgical department of Kamuzu Central Hospital and provide quality public and paying services in trauma, orthopedics, neurosurgery, with the goal of reducing the high level of disability and its economic impact on the people of Malawi, on the individual and on community level.

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

Client Relationship Assistant


Period: Two (2) years, subject to extension

Responsible to: Customer Service Manager

Job Summary

A Customer Service Assistant is the first point of contact between a hospital and patients. The Client Relationship Assistant play an integral role because they perform customer service and administrative-related duties like preparing bills, scheduling appointments, answering patients’ questions, answering phone calls, placing calls to confirm patients’ appointments, escorting patients around the facility and many more.

Specific Duties include but not limited to:


  • Welcoming patients and clients in a friendly, attentive and courteous manner
  • Answering questions regarding LION products and services, including educating clients and patients on the procedures to access those services.
  • Ensures safety by following security procedures and reporting suspicious activity to security and management.
  • Scheduling appointments for patients
  • Administering patient satisfaction surveys
  • Calling patients to follow up on appointments, results and satisfaction surveys
  • Maintaining records and accounts of patients
  • Assisting patients in filling medical forms
  • Preparing patient bills and assist patients with payments
  • Presenting and explaining bills, in consultation with the doctor
  • Manage and operate the EPABX system at LION
  • Maintaining the confidentiality of patient’s medical information
  • Ensuring maintenance of the reception area including any tidying or cleaning needed
  • Hospitality including provision of coffee and refreshments
  • Escorting patients to access services in the Hospital
  • Adhered to the recommended dress code at all times
  • Perform any other related duties assigned

Qualification and experience

  • Minimum Diploma in Hospitality Management from a reputable institution or its equivalent
  • Two-year experience in a similar environment, hospitality/service industries or private medical services
  • Fluent in English a Must
  • Service minded

Skills and Abilities

  • Organization skills
  • Computer skills
  • Professionalism
  • Communication skills
  • Multitasking


  • Friendly
  • Kind
  • Compassionate
  • Self-discipline and control
  • Self-initiative



The Human Resource Director

LION Trust

P.O Box 31653


Email: recruitment@lion.mw


Deadline for receiving applications: January 19, 2024

Only shortlisted candidates will be acknowledged