Akintola Williams Deloitte is the Deloitte Touche Tohmatsu Limited (DTTL) member firm in Nigeria and the oldest indigenous professional services firm in Nigeria. The firm was established in 1952 by Mr. Akintola Williams, FCA, CFR, CBE, the doyen of the accountancy profession in Nigeria. Our approach to corporate responsibility is shaped by the recognition...
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The Officer, Customer Feedback & Resolutions will be responsible for managing feedback, complaints, and grievances from patients, staff, and stakeholders, ensuring timely and effective resolution in line with organisational policies and healthcare regulatory standards. The role will be responsible for analysing feedback trends, facilitating corrective actions, and promoting a culture of responsiveness and patient-centred care.
Responsibilities
- Receive, document, and track feedback, complaints, and grievances from patients, staff, and stakeholders using established healthcare systems.
- Investigate and resolve issues in accordance with organisational procedures, ensuring fairness, transparency, and compliance with healthcare regulations.
- Communicate resolutions, follow-up actions, and outcomes to complainants and relevant parties.
- Analyse feedback and grievance data to identify trends, root causes, and areas for improvement in patient care and service delivery.
- Collaborate with clinical and administrative departments to address systemic issues and implement corrective actions.
- Support the development and delivery of training programmes on feedback management, customer service, and grievance handling for healthcare staff.
- Maintain confidentiality and professionalism in handling sensitive patient and staff issues.
- Contribute to the development and improvement of feedback and grievance mechanisms in healthcare settings.
- Participate in quality assurance audits and service improvement initiatives.
Qualifications
- 3–5 years’ professional experience in customer service, grievance handling, stakeholder engagement, or complaints management, preferably in healthcare or public health.
- Bachelor’s degree in Public Administration, Healthcare Management, Human Resources, or a related field.
- Demonstrated experience in managing feedback and grievance processes in healthcare settings.
- Strong communication, problem-solving, and conflict resolution skills.
- Proficiency in feedback management systems and data analysis tools.
- Ability to handle sensitive patient and staff issues with discretion and professionalism.
- Experience in training or capacity-building for healthcare staff is an advantage.
- Knowledge of healthcare regulatory standards and patient rights.
- Must be a resident of Imo State or open to relocation.
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The Officer, Litigation & Compliance will be responsible for supporting the organisation’s legal and compliance functions, including managing healthcare litigation matters, ensuring regulatory compliance, and mitigating legal risks. The role will be responsible for case management, legal documentation, compliance monitoring, and training to safeguard organisational interests and uphold healthcare standards.
Responsibilities
- Assist in managing healthcare-related litigation cases, including preparing and filing legal documents, liaising with external counsel, and tracking case progress.
- Support the development, implementation, and monitoring of compliance programmes, policies, and procedures to ensure adherence to healthcare laws and regulations.
- Monitor regulatory changes, legal developments, and industry standards, advising on implications for the organisation’s healthcare operations.
- Maintain comprehensive records of legal proceedings, compliance audits, risk assessments, and regulatory filings.
- Prepare detailed reports and updates on litigation, compliance activities, and risk management for senior management.
- Provide guidance to staff on legal and compliance matters, including training on relevant healthcare regulations and organisational policies.
- Participate in internal audits and investigations to identify and address compliance gaps.
- Assist in responding to regulatory inquiries, inspections, and investigations.
- Collaborate with other departments to ensure integrated compliance across all organisational functions.
- Promote a culture of legal and regulatory awareness throughout the organisation.
Qualifications
- 3–5 years’ professional experience in legal practice, litigation support, or compliance, preferably in healthcare or public health.
- Bachelor’s degree in Law, Legal Studies, or a related discipline.
- Strong understanding of healthcare litigation processes, regulatory frameworks, and compliance standards.
- Excellent organisational, analytical, and communication skills.
- Experience in preparing legal documentation and managing case files.
- Ability to interpret and apply healthcare laws and regulations.
- Experience in training or capacity-building on legal and compliance topics is an advantage.
- Must be a resident of Imo State or open to relocation.
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The Officer, Health Law Advisor will be responsible for providing legal advice and support on healthcare laws, regulations, and policies. The role will be responsible for legal research, policy analysis, contract review, and compliance guidance to ensure organisational activities align with statutory and regulatory requirements in the healthcare sector.
Responsibilities
- Conduct legal research and analysis on healthcare laws, regulations, and policies relevant to the organisation’s operations.
- Provide advice and guidance to management and staff on legal matters affecting healthcare delivery, patient rights, and organisational compliance.
- Assist in drafting, reviewing, and negotiating contracts, agreements, and policy documents to ensure legal soundness and regulatory compliance.
- Support the development and implementation of compliance programmes and risk management strategies.
- Monitor changes in healthcare legislation and advise on implications for organisational policies and procedures.
- Prepare legal briefs, reports, and presentations for senior management and relevant stakeholders.
- Participate in training and awareness initiatives on health law, regulatory compliance, and ethical standards.
- Liaise with regulatory bodies, professional associations, and external legal advisors as required.
- Assist in responding to legal queries, regulatory inspections, and investigations.
- Promote a culture of legal and ethical awareness across the organisation.
Qualifications
- 3–5 years’ professional experience in health law, legal advisory, or policy analysis, preferably in healthcare or public health.
- Bachelor’s degree in Law, Health Law, or a related discipline.
- Strong research, analytical, and communication skills.
- Knowledge of healthcare regulations, patient rights, and policy frameworks.
- Experience in drafting and reviewing healthcare contracts and policy documents.
- Ability to interpret and apply healthcare laws and ethical standards.
- Experience in training or capacity-building on health law topics is an advantage.
- Must be a resident of Imo State or open to relocation.
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The Company Secretary will be responsible for ensuring effective corporate governance, regulatory compliance, and efficient administration of board and executive functions within the organisation. The role will be responsible for supporting the Chief Executive/Managing Director and the Board of Directors in fulfilling their statutory duties, maintaining accurate records, and facilitating transparent decision-making processes in line with healthcare sector standards.
Responsibilities
- Organise and coordinate board meetings, committee meetings, and annual general meetings, including preparation of agendas, minutes, and supporting documentation.
- Advise the Chief Executive/Managing Director and Board of Directors on corporate governance matters, statutory obligations, and regulatory requirements relevant to the healthcare sector.
- Ensure timely filing of statutory returns, regulatory submissions, and compliance documentation with relevant authorities.
- Maintain and update statutory registers, records of resolutions, and other legal documents.
- Facilitate effective communication between the Board, executive management, and stakeholders, ensuring transparency and accountability.
- Support the development, review, and implementation of organisational policies, procedures, and governance frameworks.
- Monitor changes in healthcare legislation, corporate governance codes, and best practices, advising on implications for the organisation.
- Assist in drafting and reviewing contracts, agreements, and other legal documents to ensure compliance and mitigate risk.
- Coordinate the induction and ongoing training of Board members on governance, ethics, and regulatory matters.
Qualifications
- 10–15 years’ professional experience as a company secretary, corporate governance officer, or in a related legal/compliance role, preferably in healthcare or public sector.
- Bachelor’s degree in Law, Business Administration, Corporate Governance, or a related discipline.
- Professional certification (e.g., ICSAN, ICSA, or equivalent) is highly desirable.
- Strong understanding of corporate governance principles, healthcare regulations, and statutory compliance requirements.
- Demonstrated experience in organising board meetings, preparing minutes, and managing statutory records.
- Excellent written, verbal, and interpersonal communication skills.
- Proficiency in governance management software and document management systems.
- Experience in training or capacity-building for board members is an advantage.
- Must be a resident of Imo State or open to relocation.
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The Procurement & Supply Chain Analyst will support the efficiency, transparency, and performance of the organisation’s procurement and supply chain operations. The role focuses on analysing procurement data, monitoring supplier performance, tracking inventory trends, and supporting evidence-based sourcing decisions for medications, medical supplies, and equipment. Through detailed analytics, tracking, and reporting, the position helps improve supply availability, reduce stockout risks, strengthen cost-efficiency, and enhance end-to-end supply chain visibility across all facilities.
Responsibilities
- Analyse procurement, inventory, and supply chain data to track consumption patterns, forecast needs, identify gaps, and support continuous improvement efforts.
- Monitor supplier performance, delivery timelines, order fulfilment accuracy, pricing trends, and contract compliance to support effective supplier management.
- Prepare procurement and supply chain dashboards, performance reports, and analytical summaries for decision-making by management and procurement teams.
- Support demand planning and inventory optimisation by evaluating stock levels, usage trends, and facility requests to prevent overstocking or stockouts.
- Collaborate with procurement officers and facility teams to validate purchase requests, review specifications, and ensure alignment with formulary and approved vendor lists.
- Assist in reviewing procurement processes and recommending opportunities for cost savings, operational efficiency, and improved supply chain controls.
- Maintain accurate procurement and inventory data within relevant systems, ensuring data quality, timely updates, and proper documentation for audit and reporting purposes.
Qualifications
- 3–5 years’ experience in procurement, supply chain analysis, inventory management, or related functions within healthcare or a similar operational environment.
- Bachelor’s degree in Supply Chain Management, Procurement, Business Administration, Pharmacy, Economics, or a related field.
- Strong analytical skills with proficiency in data analysis tools, supply chain metrics, and performance reporting.
- Understanding of procurement processes, vendor management, and supply chain operations.
- Excellent communication, problem-solving, and documentation skills.
- Ability to interpret data, identify trends, and provide insights that support procurement decision-making.
- Must be a resident of Imo State or open to relocation
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The Lead, Pharmacy Education & Regulation is responsible for overseeing the development, implementation, and continuous improvement of pharmacy education, competency development, and regulatory compliance across the organisation. The role ensures that pharmacy staff meet professional standards, licensing requirements, and organisational competency expectations. This position leads training initiatives, regulatory alignment, professional development programs, and continuous quality improvement efforts to strengthen the knowledge base, regulatory adherence, and clinical excellence of pharmacy personnel.
Responsibilities
- Lead the design, implementation, and evaluation of pharmacy education programs, competency frameworks, and continuous professional development initiatives for all pharmacy staff.
- Ensure organisational compliance with pharmacy regulatory requirements, licensing standards, and professional practice guidelines at facility and system levels.
- Develop and update training curricula, protocols, and educational materials to support skill development, regulatory readiness, and best practice standards.
- Conduct regulatory readiness assessments and training needs analyses to identify gaps, strengthen staff competencies, and support accreditation and compliance efforts.
- Coordinate engagement with pharmacy councils, regulatory agencies, and training institutions to align practices with national standards and professional expectations.
- Provide technical guidance and capacity-building support to pharmacy leaders and facility teams on regulatory compliance, documentation standards, and professional practice requirements.
- Monitor education program outcomes, competency performance, and regulatory risk indicators, and generate reports to inform strategic workforce development decisions.
Qualifications
- 6–10 years’ experience in pharmacy education, regulatory compliance, clinical pharmacy, or professional development, with at least 2 years in a supervisory or managerial role.
- Bachelor’s degree in Pharmacy; an advanced degree or specialised certification in Clinical Pharmacy, Pharmacy Education, Regulatory Affairs, or related fields is highly desirable.
- Strong knowledge of pharmacy regulations, licensing standards, professional practice guidelines, and competency development frameworks.
- Demonstrated experience designing and delivering training programs, educational initiatives, or regulatory compliance frameworks.
- Excellent communication, leadership, training facilitation, and stakeholder engagement skills.
- Strong analytical and organisational abilities with a commitment to continuous professional development.
- Must be a resident of Imo State or open to relocation.
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The Lead, Medication Safety is responsible for overseeing and strengthening the organisation’s medication safety program to ensure the safe use of medicines across all healthcare facilities. This role leads the development, implementation, and continuous improvement of medication safety policies, error reporting systems, and risk mitigation strategies. By analysing medication incidents, promoting best practices, and supporting staff training, the position enhances patient safety, reduces medication errors, and ensures compliance with regulatory standards.
Responsibilities
- Lead the design, implementation, and monitoring of medication safety programs, including error reporting, risk assessment, and incident analysis systems.
- Conduct periodic medication safety audits and reviews to identify risks, trends, and opportunities for improvement across clinical and pharmacy services.
- Analyse medication-use data and adverse event reports to develop actionable recommendations for risk mitigation and process improvement.
- Collaborate with clinical, pharmacy, and quality teams to implement safety interventions, standard operating procedures, and best practice guidelines.
- Develop and deliver training programs to build staff awareness and competency in medication safety, error prevention, and reporting procedures.
- Ensure alignment of medication safety initiatives with national regulatory requirements, accreditation standards, and organisational quality frameworks.
- Provide technical guidance and support to facility teams, monitoring the effectiveness of medication safety interventions and reporting outcomes to senior leadership.
Qualifications
- 6–10 years’ experience in clinical pharmacy, medication safety, pharmacovigilance, or related healthcare roles, with at least 2 years in a supervisory or managerial position.
- Bachelor’s degree in Pharmacy; advanced degree or certification in Medication Safety, Clinical Pharmacy, or Patient Safety is highly desirable.
- Strong knowledge of medication safety principles, pharmacovigilance systems, error reporting frameworks, and risk management practices.
- Proven experience in designing and implementing medication safety initiatives and interventions in a healthcare setting.
- Excellent analytical, communication, leadership, and stakeholder engagement skills.
- Ability to interpret safety data, identify trends, and implement continuous improvement strategies.
- Must be a resident of Imo State or open to relocation.
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The Medication Safety Analyst supports the organisation’s medication safety program by monitoring, analysing, and reporting on medication use, safety incidents, and adherence to safety protocols. The role assists in identifying trends, evaluating risk, and providing actionable insights to improve patient safety and reduce medication errors. Working closely with the Lead, Medication Safety, the Analyst ensures data-driven decision-making and continuous improvement in medication management practices across healthcare facilities.
Responsibilities
- Collect, monitor, and analyse medication use and safety data to identify trends, potential risks, and areas for improvement.
- Support the investigation of medication errors, adverse drug events, and near misses, documenting findings and contributing to root cause analyses.
- Prepare and maintain medication safety dashboards, reports, and summaries for management and clinical teams.
- Assist in the development and implementation of corrective actions, safety interventions, and risk mitigation strategies.
- Collaborate with pharmacy and clinical staff to ensure adherence to medication safety protocols and best practices.
- Support training and awareness initiatives by providing data insights, reports, and recommendations to enhance staff competency in medication safety.
- Maintain accurate records of medication incidents, safety audits, and compliance activities to facilitate reporting and continuous program improvement.
Qualifications
- 3–5 years’ experience in clinical pharmacy, medication safety, pharmacovigilance, or related healthcare analytics role.
- Bachelor’s degree in Pharmacy, Pharmacology, or a related field; additional certifications in Medication Safety, Clinical Pharmacy, or Patient Safety are desirable.
- Strong analytical skills with proficiency in data collection, reporting, and trend analysis.
- Knowledge of medication safety principles, error reporting systems, and risk management practices.
- Good communication, documentation, and stakeholder engagement abilities.
- Ability to interpret safety data and support continuous improvement initiatives.
- Must be a resident of Imo State or open to relocation.
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Job Summary
The Lead, Clinical Pharmacy Integration is responsible for overseeing the integration of clinical pharmacy services into patient care across all healthcare facilities. This role ensures that pharmacists actively participate in multidisciplinary care teams, support medication therapy management, and contribute to improved patient outcomes. The position drives standardised clinical pharmacy practices, strengthens collaboration between pharmacy and clinical departments, and implements strategies to optimise medication use and safety throughout the organisation.
Responsibilities
- Lead the design and implementation of integrated clinical pharmacy services across hospital and primary care settings to support patient-centered care.
- Collaborate with multidisciplinary clinical teams to optimise medication therapy, reduce adverse events, and improve patient outcomes.
- Develop and standardise clinical pharmacy protocols, guidelines, and best practices to ensure consistent service delivery across facilities.
- Monitor and evaluate the performance of clinical pharmacy services, using data to inform improvements and enhance patient care quality.
- Provide training, mentorship, and technical guidance to pharmacy staff on clinical pharmacy practices, collaborative care, and patient management.
- Work with pharmacy leadership and facility managers to align clinical pharmacy activities with organisational priorities, policies, and regulatory requirements.
- Support clinical audits, medication reviews, and quality improvement initiatives that integrate pharmacy services into broader clinical workflows.
Qualifications
- 6–10 years’ experience in clinical pharmacy, hospital pharmacy, or pharmacy services integration, with at least 2 years in a supervisory or managerial role.
- Bachelor’s degree in Pharmacy; advanced degree or specialised certification in Clinical Pharmacy, Pharmacotherapy, or Hospital Pharmacy is highly desirable.
- Strong knowledge of clinical pharmacy practice, patient-centered care models, and multidisciplinary healthcare delivery.
- Proven experience integrating clinical pharmacy services into hospital or primary care operations.
- Excellent communication, leadership, mentorship, and stakeholder engagement skills.
- Ability to analyse clinical and operational data to support service improvement and decision-making.
- Must be a resident of Imo State or open to relocation.
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The Clinical Program Specialist supports the design, implementation, and monitoring of clinical programs to improve patient care and operational performance across healthcare facilities. The role involves coordinating program activities, analysing clinical data, tracking performance indicators, and supporting quality improvement initiatives. By providing evidence-based insights and operational support, the Specialist ensures clinical programs are delivered efficiently, effectively, and in line with organisational goals.
Responsibilities
- Support the implementation and monitoring of clinical programs, ensuring alignment with organisational goals, standards, and protocols.
- Collect, analyse, and report clinical and operational data to assess program performance and outcomes.
- Assist in developing program guidelines, workflows, and operational procedures to support standardised service delivery.
- Collaborate with clinical teams, facility managers, and program leads to coordinate program activities and resources.
- Identify gaps, challenges, and opportunities in program implementation and provide recommendations for improvement.
- Support training and capacity-building activities for staff involved in clinical programs.
- Prepare reports, dashboards, and documentation to inform decision-making, performance monitoring, and strategic planning.
Qualifications
- 3–5 years’ experience in clinical program management, public health, healthcare operations, or related roles.
- Bachelor’s degree in Medicine, Public Health, Nursing, Health Administration, or related field; a Master’s degree or relevant certifications are desirable.
- Knowledge of clinical program implementation, monitoring, and evaluation processes.
- Strong analytical, reporting, and data interpretation skills.
- Excellent communication, collaboration, and stakeholder engagement abilities.
- Ability to support program planning, operational coordination, and quality improvement initiatives.
- Must be a resident of Imo State or open to relocation.
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The Referral Policy & Training Specialist supports the development, implementation, and monitoring of referral policies and training programs across healthcare facilities. The role ensures that staff are knowledgeable about referral protocols, patient transfer procedures, and inter-facility coordination standards. By providing training, guidance, and monitoring support, the Specialist enhances compliance with referral policies and strengthens the quality and efficiency of patient care pathways.
Responsibilities
- Assist in developing, updating, and standardising referral policies, procedures, and guidelines across all healthcare facilities.
- Conduct training needs assessments and design training programs for staff on referral processes, documentation, and inter-facility coordination.
- Deliver training sessions, workshops, and educational materials to build staff competency in referral management.
- Monitor staff adherence to referral protocols, identify gaps, and recommend corrective actions to improve compliance.
- Support the collection and analysis of referral data to track performance, patient flow, and outcomes.
- Collaborate with facility managers, clinical teams, and program leads to ensure consistent application of referral policies and practices.
- Prepare reports, dashboards, and feedback summaries to inform leadership on referral training effectiveness and policy compliance.
Qualifications
- 3–5 years’ experience in healthcare operations, clinical coordination, training, or related roles.
- Bachelor’s degree in Medicine, Nursing, Public Health, Health Administration, or a related field; additional certifications in training, health systems, or program management are desirable.
- Knowledge of patient referral systems, healthcare policies, and training program design.
- Strong analytical, reporting, and organisational skills.
- Excellent communication, facilitation, and stakeholder engagement abilities.
- Ability to monitor performance, support process improvement, and deliver effective training.
- Must be a resident of Imo State or open to relocation.
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The Lead, Public Health Facility/Equipment Support is responsible for overseeing the maintenance, optimisation, and performance of public health facilities and medical equipment. The role ensures that facilities are functional, safe, and compliant with operational standards. By managing preventive maintenance programs, equipment audits, and technical support services, this position strengthens service delivery, enhances operational efficiency, and supports quality healthcare outcomes across all facilities.
Responsibilities
- Lead the planning, implementation, and monitoring of facility and equipment maintenance programs across public health facilities.
- Conduct periodic facility and equipment audits to assess functionality, compliance with standards, and safety risks.
- Develop and standardise maintenance protocols, preventive maintenance schedules, and operational procedures for equipment and facility systems.
- Collaborate with biomedical engineers, facility managers, and clinical teams to ensure timely resolution of equipment or facility-related issues.
- Analyse equipment performance, service requests, and maintenance data to identify gaps, trends, and opportunities for improvement.
- Provide technical guidance, training, and capacity-building support to facility staff on equipment handling, preventive maintenance, and operational best practices.
- Ensure alignment of facility and equipment management practices with national standards, organisational policies, and quality improvement initiatives.
Qualifications
- 6–10 years’ experience in facility management, biomedical engineering, or health infrastructure support, with at least 2 years in a supervisory or managerial role.
- Bachelor’s degree in Engineering, Biomedical Engineering, Health Facility Management, or related field; advanced certifications in facility or equipment management are desirable.
- Strong knowledge of medical equipment, facility operations, preventive maintenance, and safety standards.
- Proven experience in managing technical support, maintenance programs, or infrastructure operations in healthcare settings.
- Excellent analytical, problem-solving, communication, and leadership skills.
- Ability to monitor performance, manage resources, and support continuous improvement initiatives.
- Must be a resident of Imo State or open to relocation.
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The Biomedical Engineering Supervisor is responsible for managing the installation, maintenance, and optimal functioning of medical equipment across healthcare facilities. The role ensures that biomedical devices operate safely, reliably, and in compliance with manufacturer specifications and regulatory standards. By leading the biomedical engineering team, coordinating preventive maintenance, and providing technical support, this position contributes to improved patient care, operational efficiency, and facility safety
Responsibilities
- Supervise the day-to-day operations of the biomedical engineering team, ensuring timely maintenance, repair, and calibration of medical equipment.
- Plan, coordinate, and monitor preventive maintenance programs to reduce equipment downtime and extend equipment lifespan.
- Conduct periodic equipment audits and performance assessments to ensure safety, reliability, and regulatory compliance.
- Collaborate with clinical and facility teams to prioritise equipment needs, address technical issues, and support service continuity.
- Analyse equipment performance data, maintenance logs, and service requests to identify trends and opportunities for improvement.
- Provide technical guidance, training, and mentorship to biomedical engineering staff to build capacity and strengthen technical skills.
- Ensure alignment of biomedical engineering practices with organisational policies, national healthcare standards, and safety regulations.
Qualifications
- 6–10 years’ experience in biomedical engineering, medical equipment management, or healthcare technology, with at least 2 years in a supervisory or managerial role.
- Bachelor’s degree in Biomedical Engineering, Electrical/Mechanical Engineering, or related field; advanced certifications in medical equipment management are desirable.
- Strong knowledge of biomedical devices, preventive maintenance, and safety regulations in healthcare settings.
- Proven experience managing technical teams and coordinating biomedical engineering operations.
- Excellent analytical, problem-solving, communication, and leadership skills.
- Ability to monitor performance, manage resources, and implement continuous improvement initiatives.
- Must be a resident of Imo State or open to relocation.
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The Facilities Systems Technician provides technical support for the operation, maintenance, and safety of healthcare facilities. The role assists in ensuring that facility systems, equipment, and infrastructure function efficiently and safely. By supporting routine inspections, maintenance tasks, and repairs, the Technician contributes to the smooth operation of facilities and supports the delivery of quality healthcare services.
Responsibilities
- Assist in the routine maintenance, inspection, and repair of facility systems, equipment, and infrastructure.
- Support the implementation of preventive maintenance programs to reduce equipment downtime and ensure facility safety.
- Conduct basic troubleshooting and corrective actions for facility systems and report issues to supervisors.
- Maintain records of maintenance activities, service requests, and repairs for tracking and reporting purposes.
- Collaborate with facility managers, engineers, and other technical staff to resolve operational issues.
- Ensure compliance with safety standards, operational guidelines, and organisational policies during maintenance activities.
- Provide technical support during facility upgrades, installations, and special projects as directed by supervisors.
Qualifications
- 0–2 years’ experience in facility operations, technical maintenance, or related support roles.
- Certificate or Diploma in Electrical, Mechanical, Facility Management, or related technical field
- Basic understanding of facility systems, maintenance procedures, and safety standards.
- Good communication, problem-solving, and teamwork skills.
- Ability to follow instructions, perform routine maintenance, and report issues effectively.
- Willingness to learn, adapt, and support operational improvement initiatives.
- Must be a resident of Imo State or open to relocation.
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The Lead, Feedback & Grievance is responsible for managing the organisation’s feedback and grievance mechanisms to ensure responsive, transparent, and effective resolution of concerns raised by patients, staff, and stakeholders across Imo State. This role oversees the collection, analysis, and reporting of feedback, and ensures grievances are addressed in line with organisational policies and regulatory standards. The position is essential for fostering trust, improving service quality, and supporting the organisation’s commitment to accountability and continuous improvement.
Responsibilities
- Develop and manage systems for collecting, tracking, and analysing feedback and grievances from patients, staff, and stakeholders.
- Ensure timely and effective resolution of grievances in accordance with organisational policies and regulatory requirements.
- Prepare regular reports on feedback trends, grievance outcomes, and recommendations for service improvement.
- Collaborate with relevant departments to address systemic issues and implement corrective actions.
- Provide training and support to staff on feedback management and grievance handling procedures.
Qualifications
- 6-10 years’ experience in stakeholder management, grievance handling, customer service, or a related field, preferably within healthcare.
- Bachelor’s degree in Public Administration, Healthcare Management, Human Resources, or a related discipline
- Master’s degree or relevant certification (e.g., CIPD, CHRM) is an advantage.
- Excellent written, verbal, and interpersonal communication skills.
- Strong problem-solving, conflict resolution, and communication skills.
- Proven ability to manage sensitive issues with discretion and professionalism.
- Understanding of grievance management frameworks and regulatory standards.
- Proficiency in data analysis and reporting tools.
- Familiarity with patient rights, service quality improvement, and stakeholder engagement.
- Must be a resident of Imo State or open to relocation.
Method of Application
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