Manager, Client Relations, 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. As a private, not-for-profit hospital, we strive to provide access to quality healthcare to all who need it. At AKUH, patients are our first priority. Our team of medical professionals, faculty and staff are here to provide you and your loved ones with the highest standards of healthcare. We are committed to working together to ensure that you and your family receive outstanding medical services, first-rate facilities and compassionate care. The Aga Khan University Hospital, Nairobi has set the standard for comprehensive healthcare and modern medical education in East Africa. Our dedicated staff, advanced facilities and state-of-the-art technologies have earned the hospital great reputation as a leading medical institution and teaching hospital in the region, and beyond. Patients benefit from our unique team-based approach to car​e, which enables you to benefit from the diverse expertise of our entire team of medical professionals. As the teaching hospital for Aga Khan University’s Medical College and School of Nursing and Midwifery, we practice an evidence-based approach to medicine, driven by the cutting-edge research conducted by our experienced faculty members. Our approach to care is guided by our core principles of Quality, Access, Impact and Relevance.​

Summary

The Incumbent will coordinate all Client Relations activities to ensure smooth running of the function across the hospital and ensure timely feedback to clients and support of the Legal Office. S/he will make administrative decisions in consultation with the Chief of Staff and other departmental & service leaders to ensure that the relationship between clients and the hospital is optimized and maintained.

Responsibilities:

Lead in development of a risk management framework related to the client relation function Ensure timely response to customer concerns Collaborate and coordinate with other players to ensure efficient and effective investigation and resolution of client concerns Participate in development and implementation of policies for improvement of quality of care and patient safety Lead in the development, implementation and tracking of relevant client relations performance measures Coordinate collection of relevant data, its dissemination and utilization to drive sustainable improvement Lead in incident management/evaluation processes including client meetings and Root Cause Analysis (RCA) Plan and execute patient and family experience surveys Create databases to comprehensively capture incidents within scope Participate in the ongoing education of hospital staff in matters related to client relations and related guidelines Appraise performance of direct reports in accordance with HR Policy

Requirements:

Postgraduate Degree from a recognized institution Bachelor’s degree in a health-related field Valid practice licence/registered with the relevant body 3 years of continuous clinical experience with at least 1 year at managerial level Familiar with Hospital policies, procedures and processes Demonstrate leadership in management skills Excellent interpersonal and communication skills both verbal and written Ability to remain tactful, patient and calm in stressful situations