Associate - Patient Experience & Risk Management

Aga Khan Hospital & Medical College

Karachi , Pakistan

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The Aga Khan University Hospital (AKUH), a leading not-for-profit healthcare institution in Karachi, Pakistan, is seeking an Associate for Patient Experience & Risk Management. AKUH provides comprehensive medical services through its tertiary care hospital, a network of secondary care hospitals, numerous medical centers, clinical laboratories, and pharmacies across Pakistan. Known for its commitment to quality and patient safety, the hospital is accredited by the Joint Commission International (JCI) and its laboratories by the College of American Pathologists (CAP). The institution also supports patients in financial need through Zakat and Patient Welfare programs. AKUH fosters a diverse and inclusive work environment, emphasizing respectful relationships among its workforce and stakeholders.

Key Responsibilities

- Receive, document, and manage patient complaints and feedback in accordance with established protocols.
- Investigate and resolve patient concerns received both verbally and in writing, ensuring professional handling of walk-in complainants.
- Review medical records and prepare detailed fact sheets related to sentinel events and serious adverse incidents.
- Draft and send complaint response letters within specified timelines.
- Coordinate and actively participate in Root Cause Analysis (RCA) meetings as assigned.
- Analyze complaint trends and compile reports to support corrective and preventive measures.
- Collect, review, categorize, and manage incidents reported through the Adverse Event Management System (AEMS).
- Conduct thorough investigations via chart reviews and collaboration with relevant teams, ensuring follow-up on action plans.
- Prepare and present weekly adverse event reports to hospital leadership.
- Lead or participate in RCA activities as required.
- Educate staff, trainees, and students on adverse event reporting and risk mitigation strategies.
- Perform additional 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 skills, including proficiency in reporting tools.
- Excellent verbal, written, and interpersonal communication abilities.
- Demonstrated analytical and problem-solving skills.
- Ability to work independently while effectively contributing to a team environment.
- Strong organizational and stakeholder management capabilities.

Preferred Qualifications and Benefits

- MBA in Healthcare Management is preferred.
- AKUH offers a supportive work environment committed to diversity and inclusion.
- The hospital conducts comprehensive employment reference checks and only shortlisted candidates will be contacted.

This role provides an excellent opportunity to contribute to enhancing patient experience and safety within a prestigious healthcare institution recognized for its quality standards and community support initiatives.