Manager - Tele Health
Department: Virtual Care
Location: Karachi, Pakistan
Introduction:
The Aga Khan University Hospital is a not-for-profit healthcare institute that offers all medical services to its patients under one roof. In addition to the tertiary care hospital in Karachi, AKUH has a network of 4 secondary care hospitals, 30+ Medical Centers, 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 system 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 adopting 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 for:
- Overseeing day-to-day operations to ensure the efficient and seamless delivery of virtual healthcare services.
- Managing staff, coordinating with cross-functional departments, and maintaining high standards of service quality and system availability.
- Ensuring uninterrupted 24/7 virtual care operations through proactive system monitoring, risk mitigation, and effective contingency planning.
- Managing the availability and scheduling of healthcare service providers in line with patient demand, including optimizing shift patterns and on-call arrangements.
- Monitoring the technical performance and uptime of virtual care platforms and ensuring the effective management, maintenance, and tracking of operational assets, including hardware, software licenses, and equipment.
- Monitoring the operational budget, ensuring expenditures remain within approved limits, identifying cost-saving opportunities, and promoting efficient resource utilization.
- Preparing annual budget proposals and providing business justifications for operational requirements, staffing, asset procurement, technology upgrades, and other planned initiatives.
- Developing and maintaining staff schedules to ensure adequate service coverage and efficient workflow across the Virtual Care Center.
- Managing onsite and offshore third-party vendors and coordinating with Materials Management and Procurement to ensure timely, efficient, and audit-compliant procurement.
- Serving as a key liaison with Technology and Support teams to resolve technical issues, facilitate system upgrades, and ensure the reliability of operational systems and assets.
- Collaborating with Human Resources on workforce planning, recruitment, employee performance, and other people-related matters.
- Working closely with Finance to monitor operational budgets, prepare financial reports, manage expenditures, and ensure cost-effective utilization of resources.
- Managing 24/7 Virtual Care operations by ensuring the availability of required resources, coordinating with internal and external stakeholders, and resolving operational issues and conflicts.
- Maintaining effective relationships with Hospital Clinical Service Departments, donor organizations, AKDN and partner agencies, and Federal and Provincial Government departments to facilitate alignment, adoption, and policy-level integration of project outcomes.
- Participating in policy-level discussions and developing practical mechanisms with Federal and Provincial stakeholders to support project consistency, sustainability, and integration of relevant data into government MIS and data systems.
- Monitoring service-related revenues and expenses and preparing periodic financial and operational reports.
- Documenting lessons learned, best practices, and operational improvements, while developing training plans and materials for staff and contractors on new systems, tools, and processes.
- Supporting appointment, transition, and handover documentation to ensure continuity during changes in project roles and responsibilities.
