Associate - Patient Experience & Risk Management

The Associate - Patient Experience & Risk Management at Aga Khan University Hospital in Karachi plays a vital role in enhancing patient satisfaction and ensuring quality care by effectively managing patient feedback, complaints, and adverse events. This position involves thorough investigation, documentation, and resolution of patient concerns while collaborating with clinical teams to promote a safe healthcare environment. The role requires strong communication, analytical skills, and the ability to work both independently and as part of a multidisciplinary team.

Key Responsibilities:
- Receive, document, and manage patient complaints and feedback in accordance with established procedures.
- Investigate and resolve patient concerns received verbally and in writing, ensuring timely and professional responses.
- Attend to walk-in complainants and address their concerns with empathy and professionalism.
- Review medical records and prepare detailed fact sheets related to sentinel events and serious adverse incidents.
- Draft and communicate complaint response letters within defined timelines to maintain transparency and trust.
- Coordinate and actively participate in Root Cause Analysis (RCA) meetings when assigned to identify underlying issues.
- Analyze complaint trends and prepare comprehensive reports to support corrective and preventive actions.
- Collect, review, categorize, and manage incidents reported through the Adverse Event Management System (AEMS).
- Conduct thorough 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 to inform decision-making.
- Participate in or lead Root Cause Analysis (RCA) activities as required to improve patient safety.
- Educate staff, trainees, and students on adverse event reporting and risk mitigation practices to foster a culture of safety.
- Perform other duties as assigned by the Senior Manager or Chief Medical Officer (CMO).

Required Qualifications:
- Medical or Nursing graduate (mandatory).
- Minimum of 3 years of relevant professional experience in healthcare, patient experience, quality assurance, or risk management.
- Strong computer proficiency and reporting skills to manage data and generate insightful reports.
- Excellent verbal, written, and interpersonal communication skills to effectively engage with patients and healthcare teams.
- Strong analytical and problem-solving abilities to investigate incidents and recommend improvements.
- Ability to work independently while contributing effectively within a team environment.
- Excellent organizational and stakeholder management skills to handle multiple priorities and collaborate with diverse groups.

Preferred Qualifications and Additional Information:
- MBA in Healthcare Management is preferred and will be considered an advantage.
- Aga Khan University Hospital is a not-for-profit healthcare institution recognized for its commitment to quality and patient safety, accredited by the Joint Commission International (JCI) and the College of American Pathologists (CAP).
- The hospital offers comprehensive patient services, including tertiary and secondary care, extensive clinical laboratories, pharmacies, and home healthcare services across Pakistan.
- AKUH promotes a diverse and inclusive workplace culture, emphasizing respect and safeguarding for all employees, patients, and vulnerable groups.
- Comprehensive employment reference checks will be conducted as part of the recruitment process.
- Only shortlisted candidates will be contacted.

This role offers the opportunity to contribute meaningfully to patient care quality and safety within a prestigious healthcare system dedicated to excellence and community welfare.