Client Relations Specialist, Quality Department at Aga Khan University Hospital

Responsibilities:

• Receive, document and promptly acknowledge client feedback, within set time limits
• Initiate evaluation and closure actions related to the feedback in liaison with appropriate stakeholders
• Maintain appropriate databases of client feedback
• Identify and escalate to the Chief Medical Officer feedback that portend risk to the organization
• Follow-up with relevant stakeholders to ensure all customers concerns are thoroughly investigated and appropriately closed
• Monitor the Outcome management system to ensure service leader compliance with complaint handling closure requirements
• Support legal office in the timely and thorough evaluation and closure of medico-legal cases arising from patient safety events and client feedback
• Participate in the development and implementation of policies for improvement of patient care and safety
• Participate in the DQIPS activities of assigned departments to report on and champion best practice in customer care
• Orient/educate and support other Quality department staff in Client relations related matters
• Develop, monitor and continually improve on KPIs related to client relations activities
• Participate in development and implementation of sectional improvement plans
• Provide timely and detailed Client relations related performance reports
• Training staff on Client Relations activities during General, Physician and Nursing Orientation

Requirements:

• Minimum of a diploma in clinical-related field
• Bachelor’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 processes
• Demonstrate leadership and management skills.
• Excellent interpersonal and communication skills both verbal and written
• Ability to apply critical thinking and to work with minimum supervision
• Ability to remain tactful, patient and calm in stressful situations
• Trustworthy and self-driven