Application deadline closed.

Job Description

Job titleClient Care Officer Reporting toCentre Manager
LocationVarious LocationsNo. direct reports
Marie Stopes Sierra Leone
Marie Stopes International (MSI) is a global social business providing personalized, high quality, affordable contraception and safe abortion services to women and girls. MSI has 13,000 team members working in 37 countries to deliver our mission: children by choice, not chance. Marie Stopes Sierra Leone (MSSL) is a founding member of the MSI Partnership, operating in Sierra Leone for 30 years and becoming the largest non-governmental provider of family planning (FP) and sexual & reproductive health (SRH) services in the country. MSSL delivers services in every district of Sierra Leone through its outreach, centers/clinics and social marketing channels. 
The Role/Function Working hand in hand with and reporting to the Centre Manager, the Client Care Officer’s main role is to maintain the high clinical standards expected by MSI and actively work to promote the smooth running of the center and contribute to improved financial performance.  
It is particularly important that the post holder is able to sustain a close and collaborative partnership with operational staff in the support office and field, so that project deliverables remain a focus of operational activities. Client Care Officers are not static roles and are expected to rotate between MSSL locations when required. Client Care Officers may be required to relocate or travel at short notice. 

Key ResponsibilitiesMeasuresFinancial AdministrationDaily recording of clinic income and services into the ‘CLIC’ electronic database.Issuing of receipts to all clients and attaching copies to the client record card.Receipt and reconciliation of all centre income by filling out the daily income summary at the end of the day. Ensuring that End of shift reconciliation is checked and signed by the Centre Manger.Daily deposit of clinic income into MSSL Clinic Bank and ensuring that the bank deposits reconcile with end of shift reconciliation.Petty cash management that includes sending petty cash template, vouchers and receipt and all supporting documents at the end of the month for reimbursement. 
Accurate record of income and services in CLIC
Accurate shift ending and reconciliation
Reports and bank slips sent on or before the 3rd of each month. 
No evidence of Short payments / over payments.
Accurate reconciliation of bank deposits with Shift reconciliation 
Accuracy in Petty cash management and reconciliation.Customer ServiceProviding Unconditional positive regard for every customer/client at the Centre.Ensure the Centre Maintains the best customer handling standards and provides the best customer experience.Ensure that clients are welcomed and offered a sit on arrival.  Efficiency of service and minimize client waiting time.Client follow up, support and building positive relationship to increase client loyalty.Ensure client feedback is received, recorded, shared with management and follow through to address all issues raised.Excellent customer Service as evidenced by client feed back
Minimised patient waiting time
Evidence of client loyalty with the number of repeat visits
Accurate record of client feedback and evidence of follow through to address issues raised.Front Desk ManagementWorking with the IPC Assistant, ensure that the reception area and client toilets are clean and stocked of necessary supplies.  Ensure that the office is fully operational in terms of all utilities and that all office equipment is in good working order. Provide administrative support to the centre teams especially in report writing, drug, goods and service requisitions.Level of Cleanliness of reception area.Utility bills are settled on time and office equipment maintenance record is up to dateAccurate & timely performance and requisition reports submitted. Timely preparation of drugs, stores/ goods and service requisition form for items the centre needs.Records ManagementProper records management ensure confidentiality and maintenance record of vital client information.Ensure all client forms have correct monetary amounts, receipt numbers and are filed in order so all forms can be found easily.  Existing client notes should all be stored together so a full record can be achieved.Keep inventory record of all MSSL property at the Centre.Ensure all corporate client documentation is complete and are collated for submission to the Regional Admin Assistant at month end. Conduct weekly reconciliations with the dispensing Service Providers and Centre Manager to ensure that there are no discrepancies between stock recorded in CLIC and actual stock issued.  
Level of confidentiality exercised in dealing with centre clients.
Proper Documentation of Client records
Up to date Centre Inventory record kept
Claims are submitted to the Regional Admin Assistant before the 3rd day of every month Minimal / No Stock variances between CLIC and physical stock 

Qualifications and training, Experience (essential/desirable)
Diploma or degree in Business Management and Administration from a recognised university; any additional qualification and experience in a related field will be an added advantage (desirable).Strong planning, prioritising, and organisation skills.Knowledge of IT operating software applications, databases, spreadsheets, and/or word processing required.Excellent oral and written communication skillsRespect for patient’s confidentialityCompassionate and approachableResponsible and trustworthyFluency in English and Krio. General administration and management skills.Excellent front of house / reception skills and customer care.Clinic / healthcare facility experience desirable.
Personal attributes
  • Results driven. Motivated and energetic.
  • Strong commitment to the goals and vision of MSI and MSSL.
  • Strong supporter of the cause for contraception and a woman’s right to safe abortion. (Pro-choice.)
  • Passion for service excellence and improving quality.
  • Strong leadership and management skills; able to effectively build capacity.
  • Excellent interpersonal/communication skill.
  • The highest levels of integrity, and a strong ethical sense.
  • Self- managed and able to priorities and work under pressure.
  • Willingness to learn and develop.
  • Willingness to rotate location every two years maximum and willingness to travel at short notice.