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
Apply via :
aku.taleo.net
