Manager, Client Relations, Quality Department at Aga Khan University Hospital

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