Job Description
Reporting to the Chief Executive Officer, Aga Khan University Hospital Karachi (AKUH, K), your role will be to oversee organizational strategy to enhance the patients experience and operational excellence at all levels in collaboration with all the clinical and support departments at AKUH,K to strengthen and sustain highest level of patient experience delivery. You will lead all efforts to enhance and support a culture of service excellence, hospitality and patient focused mindset by engaging employees, physicians and patients to achieve patient centric service delivery with an aim to exceed expectations of patients and families while ensuring that AKUH,K mission, vision, values, and standards of behaviour are coached, validated, and demonstrated in the workplace to accelerate cultural transformation and continuous sustainable improvement.

Responsibilities:
You will be responsible to:
develop an environment to deliver exceptional hospitality services and to ensure overall comfort of the patients and their families to experience excellent patient care model at AKUH,K;
provide leadership to strengthen service culture delivery in all the departments through answering and addressing the needs of the patients and their families promptly with enthusiasm and being helpful;
develop, integrate and implement policies, procedures, and service excellence initiatives to encourage patient partnership within their hospital experience along with the introduction of internal and external best practices to enhance patient experience within AKUH,K;
effectively recognize and promote patients and their familys perspectives in their overall experience in order to pursue operations and improvement efforts.
proactively identify situations that could potentially result in patient dissatisfaction and works with patients and their families in conjunction with appropriate staff to develop patient specific solutions to achieve timely resolution of patient concerns;
demonstrate effective interpersonal relationships and the ability to develop and maintain positive patient relationships along with effective coaching, influencing, collaborating and consulting with individuals at all levels of the organisation to ensure the achievement of organisational goals;
work closely with all the stakeholders to ensure seamless services by honouring patients with respect and attention and provide leadership for the direction, mentoring, and coaching of managers, department heads, and staff members to positively influence the patient experience;
ensure that physicians, managers, and staff must equally be committed and engaged to deliver the best patient care and make them understand the priorities to exceed patients expectations;
create and promote a culture of teamwork, excellence, and accountability through effective tools to assess performance, ensure compliance with the policies and procedures, and implement performance improvement plans to advance practice;
provide education, resources, benchmark and data analytics on the patient experience; and collaborate with a variety of AKUH,K departments across campuses to enhance the delivery of patient centric care;
develop, facilitate and conduct required training modules related to relevant hospitality concepts and patient experience focus & enhancement across various levels of hierarchy at AKUH,K.

Requirements:
You should have:
a Masters Degree in a hospitality-oriented specialty or other relevant field;
15 years of experience in customer engagement and satisfaction in leading similar sized operations (private high-end hospitals) and must demonstrate exceptional business and service acumen;
outstanding interpersonal skills and the ability to interact with all levels;
possess problem- solving abilities, articulate effectively and maintain a professional relationships with a diverse workforce and executive management team;
ability to work with senior leadership and staff across a complex multi-entity organisation in a collaborative manner;
knowledge of patient experience satisfaction methodologies, survey instruments and techniques;
ability to manage sensitive, complex, multi-disciplinary issues and to act as advocate and the voice of quality service towards patients and families in a caring and professional manner.

CORE COMPETENCIES
Leadership Skills and Behavior
Engaging Culture and Environment
Leading Change
Driving Innovation
Relationship Management
Communication Skills and Engagement
Facilitation and Negotiation.

Apply
Interested candidates should send their detailed CVs by email to human.resources@aku.edu and mark the position applied for in the subject line.
Only shortlisted candidates will be contacted.
Applications should be submitted latest by December 29, 2019