The Client Experience Associate (CEA) shall be based in the health facility and serve as main point of contact for all clients accessing antiretroviral therapy (ART) services in the facility. S/he will serve as key resource person for all clients, and be responsible for provision of treatment literacy, attendance to clients’ inquiries/queries/complaints and facilitation of feedback from the healthcare team. S/he shall be knowledgeable in cultural issues relevant to communication and relationship management with clients and their relations. S/he shall always coordinate clients’ case management needs and be accessible to all clients. S/he shall maintain a database of all clients and remain in touch through various communication channels, including but not limited to telephone, emails, social media platforms, etc. S/he shall maintain and share reports with project leadership, related to client experience, client retention in care and viral suppression rates. S/he shall coordinate referrals, client tracking, and any other services required to improve access to quality services, including maximum client experience required to retain clients in care. S/he shall support the provision of HIV testing services, partner notification services, and index testing services.
- Build and maintain a formidable health care worker-client relationship management standard, to reinforce clients’ trust and loyalty to the healthcare system.
- Ensure every client’s need, requirement, and expectations are thoroughly realized; and that they meet acceptable levels of ART adherence.
- Perform client verifications; maintain, update and manage client files/accounts by keeping records of client interactions and getting in touch with clients before and after they have missed clinic appointments.
- Maintain an appointment schedule for each client, containing dates of next visit and purpose of visit; such as date of next laboratory test and nature of test, date of next drug pick-up at pharmacy, etc.
- Maintain a database of clients in cohort groups, based on common factors such as dates of enrolment, dates of appointment, etc.; manage and maintain up to date reports on clients’ progress towards attaining medication adherence, treatment retention and viral suppression.
- Record details of client inquiries, comments and complaints/complements, as well as appropriate actions taken; and record eventual feedback/satisfaction levels obtained.
- Maintain contact with clients (through telephone, email, WhatsApp, face-to-face, etc); respond promptly to their inquiries; obtain feedback, address their challenges and difficulties, as feasible.
- Maintain up to date records on individual and group client experience and share same with the health facility and project leadership, monthly or more frequently, as shall be requested.
- Support partner notification services (PNS) and index testing for all clients newly tested HIV positive, or current clients with unsuppressed viral load.
- Coordinate the activities of lay counsellors, expert clients and case managers in the health facility.
- Perform any other duties as may be assigned.
- Knowledge and experience in client experience or customer relationship management; preferably in the service industry.
- Keen project management skills with the ability to interact and motivate others to succeed on several fronts, simultaneously.
- Effective verbal and written communication skills; with ability to operate at all levels, both internally and externally.
- Strong analytical, and technical skills
- Self-motivated, quick learner, organized, detail-oriented, multi-tasker
- Prioritizes workload and meets deadlines for a variety of client relationship management "deliverables".
- Demonstrates initiative with a results orientation, while exhibiting strong drive and leadership skills.
- Proficient with Microsoft Windows platform and the entire Office pro Suite; to include MS word and Excel
- Ability to manage the additional aspects of working independently without constant direct supervision.
- Knowledge and experience working with culturally diverse clients
- Certification as professional HIV counsellors.
- Experience in the field of sales, customer service or pharmacy dispensary
- Planning skills: able to effectively coordinate and organize client relationship operations to ensure client adherence to treatment regimens, retention on ART and eventual viral suppression.
- Communication skills: adept at interacting with clients to build and establish positive relationships
- Analytical skills: ability to conduct investigations to resolve complex client issues, and improved client experience.
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