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
Apply via :
aku.taleo.net
