Assistant Patient Experience Officer (Arabic Speaker)

Responsible for supporting the Officer in providing patients and their families with on the spot help and information and high quality customer service. Also responsible for providing customer information and feedback to the staff and management for quality purposes.

Coordinating logistics and medical care in case of emergency

Solving facility problems which are related to the event of breakdowns

Coordinating with other departments in the facility to repair any local institutions if required

Coordinating as necessary with police, civil deviancy, municipality departments regarding escalated circumstances

Ensuring early notification of the arrival of accidents through coordination between ambulance, police, doctors and nurses

Providing doctors with complete information about a patient that may be helpful in treatment

Controlling of any conflict that occurs regarding the arrival of serious accident or death

Making additional rounds as necessary and solving problems in the medical wards.

Ensure the prioritization od comforts when patients are near end of life and family is grieving.

Handling patient complaints

Assisting in resolving conflicts within the point of service and acting as an intermediary between patients, families and staff

Providing information on how to submit a formal complaint

Preparing report on patient issues and concerns which were left unresolved and submitting same to the relevant Manager/Senior Officer

Reporting

Providing statistical data and/or reporting on monthly and adhoc basis for management related to point of service issues

Recording and tracking

Ensuring all patient requests and concerns are recorded and tracked using department’s database system in efficient manner

Managing patient relations

Acting as a visible point of contact in order to provide information and support to the patients, their families and visitors

Attending to patient needs, requests and concerns and setting a time frame for addressing/resolving them

Maintaining confidentiality of patient information in accordance with facility policy

Following up with services provided by various wards to the in-patient

Coordinating and assisting the nursing staff and physicians to minimize patient complaints/problems

Calling patient relatives about treatment issues or other procedures

Helping patient and family to understand, accept and follow medical recommendations

Giving permission for patient escort

Ensuring the rules of visiting time are communicated to visitors

Ensuring internal relations

Liaising closely with facility staff in order to build and maintain good relationships with them

Promoting communication between patients, their families and staff

Providing customer service and support

Explaining facility policies and procedures for patients, families and visitors

Encouraging patients, families and visitors to provide their feedback through the facility surveys

Collecting data and information about patient care concerns, needs and problems and making recommendations as appropriate

Facility specific Responsibilities of the role

Corresponding Activities performed by the role

Responsibility to Management

Using own initiatives and perform duties and tasks assigned period, due dates and in the required format.

Promoting and contributing to the overall Culture of safety.

Identifying and understanding the objectives of the department and hospital and supports Management in fulfilling these objectives.

Quality & Accuracy

Demonstrate ability to prorities tasks ensuring functioning of the area.

Follow the chain of command in reporting incidents/complaints or any concerns.

Priorities workload and complete correspondence in a timely mnner.

Provides information to prospective customers and hospital staff by answing al specific inquireis regarding patients’ queries.

Promote incident, customer complint reporting to improve patient and family care.

Promote and contibute to the overall Culture of Safety.

Attitudes & Willingness

Accepts additional duties, as assigned.

Performs duties and tasks as per the Hospital Code of Coduct and in line with Hospital Vision & Mission.

Maintin regualr working hours as per employee contract.

Promotes a “blame free” culture of transparency with a friendly & open working environment for all employees.

Use own initiatives and perform duties and tasks within assigned period, due dates and in the required format.

Complaint Management

Ensuring face to face complaints are investigated thoroughly in a timely manner, communicated respectful and empathetically with complainant within agreed timescales.

Ensuring recording, tracking and monitoring all face to face complaints, surveys feedback comments across all stages and procedures in Service Improvement Platform and ensure accuracy of data entry.

Qualifications

Required:

High School degree

Desired :

Diploma in relevant field with 3 years of additional experience

Specialist Certifications

Required:

N.A.

Desired:

Recognized certifications such as Certified healthcare access manager (CHAM) or equivalent

Experience Required (Relevant to the Job)

Required :

NA

Desired:

1-3 years Healthcare experience.