FHI 360 Zambia
Posted Job
3 months ago

lient Experience Associate x2

Overall responsibilities

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.

Specific Roles and Responsibilities:

  • 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.

Key Competencies:

  • 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


  • Education and training: Bachelor’s degree or diploma in marketing, business, management, pharmacy or nursing administration
  • 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.

Method of Application

Submit your CV and application on company website:

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