Client Relations Specialist, Quality Department at Aga Khan University Hospital

Job Description (adsbygoogle = window.adsbygoogle || []).push({}); Aga Khan University Hospitals in Karachi, Pakistan and Nairobi, Kenya are private, not-for-profit institutions providing high quality health care. The Main Hospitals serve as the principal sites for clinical training for the University’s Medical Colleges and Schools of Nursing and Midwifery in Pakistan and East Africa. Our Vision of Aga Khan University Hospital, Nairobi is to be the premier, tertiary, teaching and referral health care facility in sub-Saharan Africa. ​For over fifty years, Aga Khan University Hospital, Nairobi (AKUH) has been taking care of families in East Africa.Responsibilities: Receive, document and promptly acknowledge client feedback, within set time limitsInitiate evaluation and closure actions related to the feedback in liaison with appropriate stakeholdersMaintain appropriate databases of client feedbackIdentify and escalate to the Chief Medical Officer feedback that portend risk to the organizationFollow-up with relevant stakeholders to ensure all customers concerns are thoroughly investigated and appropriately closedMonitor the Outcome management system to ensure service leader compliance with complaint handling closure requirementsSupport legal office in the timely and thorough evaluation and closure of medico-legal cases arising from patient safety events and client feedbackParticipate in the development and implementation of policies for improvement of patient care and safetyParticipate in the DQIPS activities of assigned departments to report on and champion best practice in customer careOrient/educate and support other Quality department staff in Client relations related mattersDevelop, monitor and continually improve on KPIs related to client relations activitiesParticipate in development and implementation of sectional improvement plansProvide timely and detailed Client relations related performance reportsTraining staff on Client Relations activities during General, Physician and Nursing Orientation Requirements: Minimum of a diploma in clinical-related fieldBachelor’s Degree in a Health related field, Customer care training and experience are added advantages.Valid practice license/Registered with the relevant body.Basic Life Support Certificate (BLS)Familiar with Hospital policies, procedures and processesDemonstrate leadership and management skills.Excellent interpersonal and communication skills both verbal and writtenAbility to apply critical thinking and to work with minimum supervisionAbility to remain tactful, patient and calm in stressful situationsTrustworthy and self-driven