PATIENT SUPPORT ACTIVITY MANAGER

• Bachelor’s degree in Nursing, Psychology, Counselling, Social Sciences, Communication, Health Promotion, Educational Sciences, or a related discipline from a UGC-approved university or government-recognized institution.
• Minimum 2 years of relevant experience managing people within a healthcare organization or facility.

Experience

• At least 1 year of practical experience providing counselling services in a mental health setting.
• Previous experience with an NGO in a related field will be an advantage.
• Previous experience working with MSF for at least 1 year is desirable.

Language Skills

• Fluency in English, Bangla, and Chittagonian is required.
• Knowledge of Rohingya language will be an added advantage.

Knowledge & Skills

• Good computer skills, including Microsoft Word, Excel, Outlook, and internet applications.
• Knowledge of Rohingya culture, language, and community structures will be an advantage.

• Assess patient support requirements and develop appropriate strategies based on medical needs and the operating context.
• Design and update patient support materials, including counselling guidelines, educational resources, flyers, flipcharts, and interactive tools.
• Ensure patient support activities such as health education, counselling, support groups, community awareness, and social referrals are delivered according to established protocols.
• Monitor and evaluate patient support services by developing indicators, maintaining monitoring tools, and collecting and analysing relevant data.
• Maintain effective coordination and communication with project teams, hospital departments, and external partners involved in patient support.
• Supervise patient support personnel and coordinate recruitment, training, performance reviews, staff development, and internal communication with HR.

MSF-Specific Responsibilities

• Ensure all patient support services follow MSF principles, medical ethics, confidentiality requirements, and the “do no harm” approach.
• Lead the implementation of the MSF Patient Charter and promote awareness of patient rights and responsibilities among patients, communities, and staff.
• Work with departmental managers to strengthen person-centred care, monitor agreed actions, and escalate unresolved patient-related concerns.
• Support safeguarding activities and ensure staff comply with behavioural standards and child protection principles.
• Assess patient support needs in coordination with medical, nursing, allied health, mental health, health promotion, IPC, WatSan, and humanitarian affairs teams.
• Develop, implement, and regularly review patient support plans in line with project priorities and hospital requirements.
• Integrate patient support services across emergency, inpatient, maternity, paediatric, neonatal, isolation, mental health, outpatient, and referral departments.
• Ensure patients and caregivers receive clear information about hospital services, admission, treatment, discharge, referrals, and available support.
• Identify and address non-medical barriers to healthcare, including financial, social, logistical, cultural, language, protection, disability-related, and administrative challenges.
• Coordinate patient navigation services for vulnerable groups, including children, pregnant women, survivors of violence, persons with disabilities, elderly patients, unaccompanied individuals, and patients with complex or chronic conditions.
• Support discharge planning with clinical teams to promote safe transition home, treatment adherence, and continued follow-up.
• Coordinate with referral, humanitarian affairs, and external healthcare facilities to maintain continuity of care when required services are unavailable within the hospital.
• Ensure all patient support activities uphold confidentiality, dignity, informed consent, and equal treatment.
• Participate in multidisciplinary meetings, ward rounds, case reviews, quality improvement activities, and hospital coordination meetings to promote person-centred care.
• Develop and maintain monitoring systems covering service utilization, patient vulnerabilities, referrals, discharge follow-up, patient feedback, experience surveys, and performance indicators.
• Serve as the focal point for patient and community feedback, ensuring proper investigation, referral, follow-up, and timely closure of feedback cases.
• Analyse patient and community feedback trends and recommend improvements to service quality and patient experience.
• Work closely with the Safeguarding Case Manager to integrate safeguarding principles and appropriately manage patient and community feedback.
• Coordinate with the Health Promotion and Community Engagement Manager to promote the MSF Patient Charter, develop patient education materials, and facilitate community feedback.
• Identify staff training requirements and arrange capacity-building sessions on patient-centred care, communication, confidentiality, safeguarding, psychological first aid, referrals, documentation, and ethical support.
• Promote respectful communication, teamwork, professionalism, and accountability among patient support teams.
• Supervise the identification and follow-up of patients facing social, protection, or other vulnerabilities.
• Monitor risks involving patient abandonment, treatment interruption, family separation, stigma, exploitation, and abuse, and escalate concerns through appropriate procedures.
• Ensure patient support data and reports are collected accurately, submitted on time, and handled confidentially.
• Contribute to project planning, annual reviews, budget preparation, and operational reporting.
• Ensure patient support materials and assistance are distributed transparently, accountably, and with proper documentation.
• Monitor inventory levels of patient support materials and coordinate timely replenishment with logistics and supply teams.
• Support budget forecasting and monitor expenditure related to patient support activities.