Client Relations Specialist, Quality Department at Aga Khan University Hospital

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 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

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