Job Summary
Introduction to the Aga Khan University:
The Aga Khan University Hospital is a not-for-profit healthcare institute that offers all medical services to its patients under one roof. In addition to the tertiary care hospital in Karachi, AKUH has a network of 4 secondary care hospitals, 30+ Medical Centers, and over 290+ Clinical Laboratories, 30+ Pharmacies in over 120+ cities across Pakistan. It also offers Home Healthcare Services and home deliveries of medicines. The Hospital provides Zakat for those patients who are eligible, and the health system offers generous Patient Welfare to support those in financial need. In recognition of its high quality and patient safety, the AKUH is accredited by the Joint Commission International (JCI) as an Academic Medical Centre, and its Clinical Laboratories are accredited by the College of American Pathologists (CAP) for fast and accurate testing.
As an equal opportunity employer, AKU believes in promoting a diverse and inclusive culture and is committed to adopting appropriate standards for safeguarding and promoting a respectful relationship with and between diverse workforce of its faculty, staff, trainees, volunteers, beneficiaries, wider communities, and other stakeholders with whom it works, including children and vulnerable adults and expects all employees/trainees and partners to share this commitment.
Role and Responsibilities:
You will be responsible to:
- Receive, document, and manage patient complaints and feedback according to established procedures.
- Investigate and resolve patient concerns received verbally and in writing.
- Attend to walk-in complainants and address their concerns professionally.
- Review medical records and prepare fact sheets related to sentinel events and serious adverse incidents.
- Draft and communicate complaint response letters within defined timelines.
- Coordinate and participate in Root Cause Analysis (RCA) meetings when assigned.
- Analyze complaint trends and prepare reports to facilitate corrective and preventive actions.
- Collect, review, categorize, and manage incidents reported through the Adverse Event Management System (AEMS).
- Conduct investigations through chart reviews and coordination with involved teams, ensuring follow-up on action plans.
- Prepare and present weekly adverse event reports to hospital leadership.
- Participate in or lead Root Cause Analysis (RCA) activities as required.
- Educate staff, trainees, and students on adverse event reporting and risk mitigation practices.
- Perform other duties assigned by the Senior Manager or Chief Medical Officer (CMO).
Required Skills
Skills and Qualification:
- Medical or Nursing Graduate (required)
- MBA in Healthcare Management (preferred)
- Minimum 3 years of relevant professional experience in healthcare, patient experience, quality assurance, or risk management.
- Strong computer proficiency and reporting skills.
- Excellent verbal, written, and interpersonal communication skills.
- Strong analytical and problem-solving abilities.
- Ability to work independently while contributing effectively within a team environment.
- Excellent organizational and stakeholder management skills.
- Only shortlisted candidates will be contacted.
Comprehensive employment reference checks will be conducted.