Client Experience Associate

FHI 360 Zambia

FHI 360 Zambia Advert
Title: Client Experience Associate
Project: CDC/FHI 360 Technical Assistance (TA) Project
Location – Petauke, Eastern Province
Supervisor: Technical Advisor- Prevention, Care and Treatment
Duration: Short Term
About FHI 360:
FHI 360 is a nonprofit human development organization dedicated to improving lives in
lasting ways by advancing integrated, locally driven solutions. Our staff includes experts in
health, education, nutrition, environment, economic development, civil society, gender,
youth, research and technology — creating a unique mix of capabilities to address today’s
interrelated development challenges. FHI 360 serves more than 70 countries and all U.S.
states and territories.
Basic Function:
The Client Experience Associate (CEA) will report to the Technical Advisor Prevention, Care
and Treatment providing direct supervision. The CEA will support facilities to enhance systems
for client retention for the PEPFAR/Centre for Disease Control (CDC) funded, FHI 360-led
Technical Assistance (TA) Project to the Eastern Province Health Office (EPHO). S/he will serve
as key resource person for maintaining client-centered systems for treatment literacy,
attending to clients’ inquiries/queries/complaints and facilitation of feedback from the
healthcare team.
Duties and responsibilities:
• Support the building and maintenance of a database of all clients and promote
facility-client contact through various communication channels, including but not
limited to telephones, emails, social media platforms, etc.
• Promote good healthcare worker attitude to improve healthcare worker-client
relationship to reinforce clients’ trust and loyalty to the healthcare system.
• Support the coordination of community activities to meet clients’ case management
• Generate reports related to partner notification services/index testing services. client
experience, client retention in care and viral suppression rates.
• Mentor facility teams on coordinating referrals, client tracking, and any other services
required to improve access to quality services, including maximum client experience
required to retain clients in care.
• Perform client verifications to help maintain updated client files/accounts for
adherence to appointments: such as date of next laboratory test and nature of test,
date of next drug pick-up at pharmacy, etc.
• Support facilities to 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
• Perform any other duties as may be assigned.
Key Competencies
FHI 360 Zambia Country Office, ZNFU New Office, Off Nangwenya Road Show Grounds,P.O Box 32030, Lusaka-Zambia.
• Knowledge and experience in client experience or customer relationship
management; preferably in the service industry.
• Keen project management skills with an ability to interact with and motivate others to
succeed on several fronts, simultaneously.
• Effective verbal and written communication skills; with ability to operate at all levels,
and 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 work with minimal supervision.
• Knowledge and experience working with culturally diverse clients.
• Diploma in marketing, business, management or nursing administration or similar
qualification. A university degree will be added advantage.
• 3-5 years’ relevant experience
• Certification as professional HIV counsellors, advantage
• Experience in the field of sales, customer service or health sector
• 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
• Analytical skills: ability to conduct investigations to resolve complex client issues, and
improved client experience.
The last day of receiving applications is 10 April 2024.
This job description summarizes the main duties of the job. It neither prescribes nor restricts the exact
tasks that may be assigned to carry out these duties.
Note: Relocation is not available for this position. Individuals currently residing in advertised locations
are encouraged to apply.
The position will be based in Ndola and work from the Stop GBV Now project offices.
FHI 360 fosters the strength and health of its workforce through a competitive benefits package,
professional development and policies and programs that support healthy work/life balance. Join our
global workforce to make a positive difference for others — and yourself.
FHI 360 will not charge candidates a fee at any stage of the recruitment process.
This job description summarizes the main duties of the job. It neither prescribes nor restricts the exact
tasks that may be assigned to carry out these duties. This document should not be construed in any
way to represent a contract of employment. Management reserves the right to review and revise this
document at any time.
FHI 360 is an equal opportunity and affirmative action employer whereby we do not engage in
practices that discriminate against any person employed or seeking employment based on race, color,
religion, sex, sexual orientation, gender identity, national or ethnic origin, age, marital status, disability,
veteran status, genetic information or any other status or characteristic protected under applicable

To apply for this job please visit