Coordinator, Outpatient Services

Coordinator, Outpatient Services

Entity: Aga Khan University Hospital

Location: Karachi, Pakistan

Introduction:

The Aga Khan University Hospital is a not-for-profit healthcare institute that offers all medical services to their patients under one roof. In addition to the tertiary care hospital in Karachi, AKUH has a network of 4 Off-campus Hospitals, 30+ Medical Centres, and over 290+ Clinical Laboratories, 30+ Pharmacies in over 120+ cities across Pakistan. It also offers Home Healthcare Services and home deliveries of medicines. The Hospital provides Zakat for those patients who are eligible, and the health systems offers generous Patient Welfare to support those in financial need. In recognition of its high quality and patient safety, the AKUH is accredited by the Joint Commission International (JCI) as an Academic Medical Centre and its Clinical Laboratories are accredited by the College of American Pathologists (CAP) for fast and accurate testing.

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.

Responsibilities:

You will be responsible to:

• Manage patient feedback and complaint processes, ensuring timely responses, trend analysis, and implementation of corrective and improvement actions.
• Assist departmental leadership in developing, reviewing, and updating departmental policies, procedures, and guidelines in accordance with institutional standards and regulatory requirements.
• Maintain and update the departmental risk register, coordinating risk assessments and mitigation strategies with relevant stakeholders.
• Assist in implementing and presenting quality improvement projects, including project documentation, analytical reports, and data-driven presentations.
• Design, develop, and publish departmental newsletters highlighting key initiatives, achievements, and quality improvement activities.
• Monitor, analyze, and report operational and quality-related Key Performance Indicators (KPIs), identifying trends, performance gaps, and opportunities for improvement.
• Assist in quarterly internal quality audits to assess compliance, identify gaps, and recommend improvement measures.
• Organize and facilitate quarterly quality improvement meetings, ensuring stakeholder engagement, documentation, and timely follow-up on agreed action plans.
• Plan and coordinate capacity-building initiatives, training sessions, and workshops for departmental teams, focusing on quality standards, operational protocols, patient experience, and service excellence.
• Perform descriptive and inferential statistical analyses using SPSS on operational and quality-related datasets to support evidence-based decision-making.
• Support departmental leadership in preparing, drafting, reviewing, and editing research abstracts, manuscripts, and presentations for quality improvement projects and academic conferences.

Requirements:

You should have:

• Bachelor's degree in a relevant healthcare discipline, such as MBBS, BDS, Pharm-D, or BS Nursing. A Master's degree in Healthcare Management, Public Health, Management Sciences, or Business Administration will be preferred.
• Minimum 2–3 years of relevant experience in healthcare quality management, quality improvement, healthcare operations, or a related field.
• Proficiency in MS Office and working knowledge of SPSS, with demonstrated ability to perform statistical analysis and prepare data-driven reports and presentations. Knowledge of Power BI will be an added advantage.
• Excellent communication, interpersonal, coordination, and stakeholder management skills.
• Knowledge of quality improvement methodologies, risk assessment, internal audits, and healthcare quality standards.
• Strong analytical, report-writing, documentation, and research skills, with the ability to support the preparation of research manuscripts and academic presentations.
• Strong attention to detail, problem-solving abilities, and a proactive approach to identifying opportunities for improvement.

Comprehensive employment reference checks will be conducted.