Medical Patient Liaison Officer

Role Purpose

The Medical Patient Liaison Officer will serve as the primary link between Children Not Numbers (CNN), the patients in Egypt, and local healthcare providers/authorities. The core purpose of this role is to ensure seamless access to essential medical care and support services, facilitate communication, and advocate for patient needs throughout their treatment journey in Egypt.

Principal Responsibilities 

Patient Liaison

• Act as the primary point of contact for patients and their families, providing guidance and support throughout their medical treatment process in Egypt.
• Coordinate patient care by facilitating communication between patients, families, and healthcare providers (hospitals, clinics, specialists, NGOs).
• Assist patients in navigating the Egyptian healthcare system and accessing services effectively, identifying and addressing any barriers to care.
• Proactively develop relationships with other NGOs to support the care of CNN patients, with support of line manager where appropriate.
• Ensure the coordination of patient logistics, including appointments, transportation, and accommodation, as required for their treatment.

Professional and Ethical Conduct

This role demands the highest standards of professionalism and ethical conduct to ensure patient well-being and maintain the integrity of the organisation. Key obligations include:

• Prioritising Patient Interests: Ensure all work and decisions prioritize the best interests of the patients at all times.
• Maintaining Professional Boundaries: Foster a professional and respectful relationship with patients and families, strictly avoiding any overlap between personal and professional boundaries.
• Ensure patients and families are explicitly aware of the professional status of the role, including that the officer is not a practicing medical practitioner for CNN and will not provide direct clinical care.
• Adherence to Guidelines: Comply and adhere to all relevant professional codes of conduct, ethical guidelines, applicable laws, and company policies, including safeguarding and confidentiality protocols.

Financial and Compliance Management

• Responsible for the diligent oversight of medical expenses.
• Agree to adhere to internal compliance policies.
• Discuss and seek explicit agreement from the company for any treatment, assessment, investigations, or expenses requiring additional financing that.
• Is outside the established company policies or guidelines.
• Has not been previously agreed upon as part of continuing care for individual patients.
• Is above any pre-agreed approval threshold for the Medical Patient Liaison Officer role.

Organisational Communication and Escalation

• Immediately notify the company if aware of any situation that may not comply with the company’s safeguarding policy or internal compliance and governance protocols, particularly concerning the receipt and distribution of financial or other aid.
• Provide agreed-upon written progress reports and clinical updates on the patients to the management team.
• Notify the company immediately if a patient or family raises a concern or complaint about the care or aid provided, and cooperate fully with any subsequent investigation procedures.

General

• Assess and prioritise personal safety at all times. The officer is responsible for their own safety during travel and performance of services when it is safe to do so.
• Any other duties commensurate with the role as directed by line management.
• To uphold the values of CNN in all actions and communication.

Person Specification

Required Qualifications and Experience

• Bachelor's degree in a health-related field (e.g., Nursing, Public Health, Healthcare Administration) or relevant equivalent experience.
• 2-3 years of proven experience in a patient-facing role within a clinical or NGO setting.
• Fluency in both English and Arabic (written and spoken).
• Understanding of local Egyptian healthcare systems and patient rights frameworks.
• Experience working in a complex humanitarian or international development context.

Skills and Knowledge

• Exceptional empathy and cultural sensitivity.
• Strong interpersonal, communication, and negotiation skills.
• Excellent organizational skills with the ability to manage multiple cases simultaneously.
• Strong problem-solving abilities and resilience in challenging situations.
• Ability to work effectively both independently and as part of a multidisciplinary team.

Application Process

To apply, please submit your CV and a brief cover letter outlining your relevant skills and experience.