Senior Manager - Clinical Affairs

Senior Manager -  - Clinical Affairs

Department: Patient Experience and Clinical Risk Management Department

Entity: Aga Khan University

Introduction to the Aga Khan University:

Chartered in 1983, Aga Khan University (AKU) is a private, autonomous, and self-governing international university with 13 teaching sites in 6 countries distributed across three continents. As an integral part of the Aga Khan Development Network, AKU provides higher education in several disciplines, carries out research pertinent to the countries in which it exists and has campuses, programs and/or teaching hospitals in Afghanistan, Kenya, Pakistan, Tanzania, Uganda, and the UK. As an international institution, AKU operates on the core principles of quality, relevance, impact, and access; and AKU is a model of academic excellence and an agent of social change.

As an equal opportunity employer, AKU believes in promoting a diverse and inclusive culture and is committed to adopt appropriate standards for safeguarding and promoting a respectful relationship with and between diverse workforce of its faculty, staff, trainees, volunteers, beneficiaries, wider communities, and other stakeholders with whom it works, including children and vulnerable adults and expects all employees/trainees and partners to share this commitment.

Job Roles / Responsibilities:

You will be responsible to:

• Review all patient feedback and guide the Feedback Office team to ensure timely closure of complaints.

• Monitor the complaints log daily and track sensitive complaints closely.

• Discuss complex cases with departmental leadership to ensure effective resolution.

• Review investigation reports and response letters prepared by the Feedback Office team.

• Coordinate with the Legal Office when required for medico-legal advice.

• Conduct meetings with clinical departments to share complaint trends and improvement opportunities.

• Arrange and participate in meetings with patients and families to address concerns, involving senior leadership (CEO, CMO) when necessary.

• Monitor all reported incidents in the Adverse Event Management System daily.

• Supervise the team in organizing, categorizing, and reviewing reported incidents.

• Conduct investigations through chart reviews and coordination with relevant clinical teams.

• Ensure implementation and follow-up of corrective and preventive actions.

• Prepare and present weekly reports of adverse events to hospital leadership.

• Present RCA findings to Quality & Patient Safety Committee and Joint Staff Committee.

• Report sentinel events in Health Service Committee and Chancellor’s reports.

• Coordinate all patient care related legal matters with the Legal Office.

• Maintain records of lawsuits, legal notices, and case documentation.

• Review case histories and prepare clinical briefs for legal proceedings.

• Coordinate with clinicians for timely submission of documentation and court appearances.

• Analyse litigation data and prepare periodic reports for hospital leadership.

• Present medico-legal case updates to the Joint Staff Committee.

• Oversee the Clinical Affairs Desk (CAD) to ensure effective support for legal matters.

Requirements:

The applicant should have:

• Medical or Nursing Graduate.
• Master’s degree in Hospital Administration, Healthcare Management, or a related field.

• 8–10 years of management experience in the healthcare industry, preferably in patient experience, quality assurance, or clinical risk management.
• Experience in handling patient complaints, adverse event management, and medico-legal matters in a hospital setting.
• Proven ability to analyze, interpret, and present data, including preparation of reports for senior leadership.

• Excellent leadership, communication, and interpersonal skills.
• Ability to manage sensitive and complex situations involving patients, families, and clinicians.
• Knowledge of hospital ethics, patient safety standards, and healthcare quality frameworks.
• Understanding of medico-legal processes and regulatory requirements in Pakistan.
• Ability to lead teams and coordinate across multiple departments and healthcare facilities.

Comprehensive employment reference checks will be conducted.