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, 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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