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Mwaiwathu Private Hospital invites applications from suitably qualified and experienced candidates for the position of Patient Liaison Officer tenable at the Hospital along Chileka Road in Blantyre.
Position Context
Reporting to the Operations Manager, the Patient Liaison Officer will ensure that the Hospital consistently provides superior quality health-care services to clients by investigating, mediating and providing solutions to complaints on the hospital's services and undertaking patients’ rights and service standards awareness initiatives.
Specific duties and responsibilities will include but not be limited to:
- Receiving and investigating alleged complaints in health service delivery
- Investigating complaints in accordance with the complaint handling procedure
- Providing feedback on the outcome of a complaint to the client and the Management
- Promptly referring matters that are beyond scope to authorities
- Recording, documenting and tracking complaints in accordance with the established case management and filing system
- Facilitating mediation team meetings whenever necessary
- Providing feedback to Management on areas requiring intervention and improvement.
- Informing clients and staff on Clients’ rights and service standards.
- Dismissing complaints with service user and closing file if it lacks merit
- Administering client exit interviews.
- Supervision of Patient Care Assistants
- Reporting on monthly and ad-hoc bases
Educational Qualifications and Experience
- Must have a Bachelor’s Degree in Marketing, Business Administration or any related field.
- Public relations/ customer care skills a pre-requisite
- Experience in quality assurance or as hospital ombudsman desirable
Requisite knowledge, abilities and skills
- High level of written and oral communication skills
- Strong interpersonal skills
- High level of integrity and dependability
- Strong team-work skills
- Strong analytical skills
- High sense of urgency and results orientation
- Strong problem solving and creative skills
METHOD OF APPLICATION
Interested and qualifying candidates should submit their application, enclosing a detailed Curriculum Vitae with names and contacts of at least three credible referees, active e-mail addresses, and copies of relevant certificates by Wednesday, 27th March, 2024 to:
The Chief Executive Officer
Mwaiwathu Private Hospital Limited
P. O. Box 3067,
BLANTYRE
Or email: mdpa@mwaiwathuhospital.com
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