Assists with the establishment and implementation of an internal risk management program and serve as staff to the medical incident committee. Willingness to accept responsibility for activities of hospital where inefficiency may result in serious consequences. Ability to meet and deal with a variety of employees. Patients and general public. Considerable initiative and judgement.

Duties and Responsibilities

·         Investigation and analysis of the frequency and causes of general categories and specific types of adverse incidents causing injury to patients, employees or visitors.

·         Development of appropriate measures to minimize the risk of injuries and adverse incidents to  patients thought the cooperative efforts of all personnel.

·         Analysis of patient grievances that relate to patient care and the quality of medical services.

·         Development and implementation of an incident reporting system based on the affirmative duty of all health care providers and all agents and employees of the health care facility to report injuries and adverse incidents may have occurred. 

·         Investigation of incidents upon receiving notice from any source that an injury or adverse incident may have occurred.

·         At the conclusion of the investigation may convene the medical incident committee for purposes of determining whether a compensable injury had occurred and if so, what compensation, if any is to be offered to the patient.

·         If it is determined that compensation is to be offered, shall convey this information to the patient or , if the patient is legally incompetent or incapacitated, to his legally competent representative and advise the patient or his representative in writing of the extent of compensation offered and the tort and contract right limitations involved should he accept compensation when tendered.

·         Shall immediately notify any persons or parties involved in such incident of their potential liability furnishing such person with copies of the incident report and all other reports or documents, relating to the incident, as well as reasonable notice opportunity to be heard at any meetings in which payment, allocation or liability is discussed.

·         Coordinate legal matters and attend court sessions on behalf of the hospital

·         Provide information as necessary to the hospital’s legal counsil.

Education, Competencies, and Work Experience 

• Bachelor’s Degree in Business Administration, Customer Experience Management, Healthcare Administration, Hospitality Management, Communications, Human Resource Management, or a related field.
• Additional training or certification in customer service, patient relations, conflict resolution, or healthcare administration is considered an asset. 

Work Experience

·          Minimum of three (3) years’ progressive experience in customer service, patient relations, hospitality, healthcare administration, or a related field.

·         Previous experience in a healthcare or hospital environment is highly desirable.

·         Experience handling customer complaints, service recovery, patient concerns, and customer feedback is required.

·         Experience providing guidance, coaching, or on-the-job support to junior staff is desirable.

Reporting Structure Relevant to Position

The Risk Manager will report directly to the Quality Manager and collaborate closely with department heads, hospital management, and external stakeholders.

Working Conditions

• Normal Hours: Monday to Thursday, 8:00 AM – 4:30 PM  and Friday 8:00 AM – 3:00 PM