Jobs at Aga Khan Hospital University

Job Responsibilities

• Meet & greet patients in wards, rooms and specialty treatment areas as assigned to ensure patient comfort and satisfaction
• Respond to complaints/special needs in a proactive and timely manner
• Provide information to patients regarding hospital amenities and services
• Verify patient status from billing and make notes on the patient data base system: VIP, designation, organization for customer database
• Reduce waiting times by assisting in queue management
• Respond to customer queries regarding all non-clinical matters such as billing, access to health records, facilitate discussions with clinical staff
• Ensure prompt reporting of any clinical and non-clinical complaints including food service, housekeeping and maintenance and report all clinical matters to nurse manager
• Meet regularly with department managers for discussion, information updates and feedback lapses and suggest potential corrective actions
• Effectively coordinate all support services and work closely with the Unit Managers to ensure smooth flow to patient admission and discharge from wards/rooms
• Enter customer/visitor complaints in the PCHS (Patient Complaint Handling System) on a daily basis
• Conduct studies of and log reports about customer compliments, complaints, suggestions and service trends and make recommendations
• Monitor staff interaction with patients and suggest corrective measures
• To be Train the Trainer to facilitate Customer Service Training modules for staff and monitor progress
• Identify Customer Service Champions in assigned areas and form team bonding exercises

 Requirements:

• Diploma in Hospitality or Public Relations or equivalent
• Certificates with proven competence in Microsoft software is an added advantage
• Fluent in English, Swahili -any other foreign language is an advantage
• Previous experience in a customer service industry such as hotels, airlines and front office roles will be an added advantage
• Excellent customer service skills and a good listener
• Ability to present self as caring, courteous and polite to patients, their families, health team and general public
• Good communication and interpersonal skills and dealing with patrons
• Ability to be tactful, patient and calm in stressful situations

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Job Summary

The incumbent will be required to:

Clinical Service 

• Undertake general gynecology clinical practice on campus and at outreach centers;
• Provide subspecialty clinical expertise to support the care of women with gynaecological cancers;
• Provide leadership in the development of gynaecological oncology services at AKUHN and East Africa in the context of Integrated Health Services
• Support public health initiatives for cervical cancer screening and early case finding with a range of partner agencies.

Education 

• Lead on curriculum content, delivery and assessment in relation to gynaecological cancers, in close liaison with the Program Director for PGME;
• Participate in seminar and clinical teaching;
• Provide case based learning and CME presentations from time to time;
• Provide surgical skills mentoring and supervision to residents; and
• Act as a contact person for Family Medicine and ANS/UGNE liaison on gynaecological cancer education.

Research

• Contribute to AKU FHS-EA’s interdisciplinary research portfolio relating to cancer in collaboration with related disciplines such as anatomical pathology, radiation oncology, medical oncology and imaging;
• Supervise resident dissertations; and
• Contribute to the preparation of external grant submissions

Requirements

• The ideal candidate must have M.Med (Obstetrics and Gynaecology) or equivalent;
• Recognized training and experience in Obstetrics and Gynaecology;
• Registered or eligible for registration as specialist by Kenya Medical and Dentists, practitioners’ Board; and
• Experience in teaching at University level and in research as evidenced by publications will be desirable for this position.