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 Manager


Period: Two (2) years, subject to extension

Responsible to: Medical Director


Job Summary


A Client Relationship Manager (CRM) has a special responsibility of managing clients and patient relationships in the hospital. As the first point of contact, the CRM is charged with provision of excellent client relationship services, and promote the idea throughout the hospital. The aim is to providing paying services in an efficient manner, in line with LION financial sustainability objectives.

Specific Duties include but not limited to:

  • Ensures outstanding client relations at all times
  • Maintains a friendly, cheerful and courteous demeaner at all times
  • Courteously and accurately answers inquiries from patients and clients.
  • Supervises daily shift for Client Relationship Assistants and ensures that they adhere to standard operating procedures
  • Trains, directs the work of, resolves issues/problems, coaches and counsels the Assistant(s) to ensure a quality operation
  • Ensures proper delegation of duties to his or her assistants
  • Resolves Patient/client complaints and problems in a quick, efficient manner to maintain a high level of satisfaction and quality service in line with patient safety procedures
  • Builds strong relationships and liaise with all other departments especially paying sections
  • Operates the EPABX equipment
  • Supervises the operations of the front desk to ensure an optimal level of service and hospitalityis provided to the clients and patients
  • Ensures safety by following security procedures and reporting suspicious activity to security and management
  • Adheres to hospital credit limitfloor limit policies
  • Liaises with medical insurance scheme(s) to ensure the patient is adequately covered for the services required
  • Cross checks that all bills are accurately processed
  • Assists paying departments in servicing the patients
  • Perform any tasks assigned to the Assistants when needed
  • Performs other duties as assigned, requested or deemed necessary by management

Qualification and experience

  • Bachelors’ degree in Business Administration or Hospitality Management or its equivalent
  • At least 3 years’ relevant experience in a similar supervisory role in hospitality/service industries or private medical services
  • An applicant should be an excellent leader, detail-oriented, and demonstrate a commitment to client relationship services

Skills and abilities

  • Good interpersonal skills
  • Good listening skills
  • Good reporting skills
  • Good communication skills
  • Good computer skills
  • Fluent in English and Chichewa

Personal Attributes

  • 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