Senior Patient Experience Officer-Sakina-ADBS-Patient Access Services

Job DescriptionResponsible for managing the Patient Experience department/section within the facility with guidance from the Patient Experience Manager in order to ensure that patients receive high quality services from the facility and also to ensure that patient services are being provided according to the approved policy and procedures.ResponsibilitiesBasic Purpose of the roleResponsible for 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.Key Responsibilities Of The RoleCoordinating logistics and medical care in case of emergencySolving facility problems which are related to the event of breakdownsCoordinating with other departments in the facility to repair any local institutions if requiredCoordinating as necessary with police, civil deviancy, municipality departments regarding escalated circumstancesEnsuring early notification of the arrival of accidents through coordination between ambulance, police, doctors and nursesProviding doctors with complete information about a patient that may be helpful in treatmentControlling any conflict that occurs regarding the arrival of serious accident or deathMaking additional rounds as necessary and solving problems in the medical wardsEnsuring the prioritization of comforts when patients are near end of life and family is grievingHandling patient complaintsAssisting in resolving conflicts within the point of service and acting as an intermediary between patients, families and staffProviding information on how to submit a formal complaintPreparing report on patient issues and concerns which were left unresolved and submitting same to the relevant Manager/Senior OfficerReportingProviding statistical data and/or reporting on monthly and adhoc basis for management related to point of service issuesRecording and trackingEnsuring all patient requests and concerns are recorded and tracked using department’s database system in efficient mannerManaging patient relationsActing as a visible point of contact in order to provide information and support to the patients, their families and visitorsAttending to patient needs, requests and concerns and setting a time frame for addressing/resolving themMaintaining confidentiality of patient information in accordance with facility policyFollowing up with services provided by various wards to the in-patientCoordinating and assisting the nursing staff and physicians to minimize patient complaints/problemsCalling Patient Relatives About Treatment Issues Or Other ProceduresHelping patient and family to understand, accept and follow medical recommendationsGiving permission for patient escortEnsuring the rules of visiting time are communicated to visitorsEnsuring internal relationsLiaising closely with facility staff in order to build and maintain good relationships with themPromoting communication between patients, their families and staffProviding customer service and supportExplaining facility policies and procedures for patients, families and visitorsEncouraging patients, families and visitors to provide their feedback through the facility surveysCollecting data and information about patient care concerns, needs and problems and making recommendations as appropriateFacility specific Responsibilities of the roleResponsibility to Management: Using own initiatives and perform duties and tasks assigned period, due dates and in the required format.Quality & AccuracyDemonstrate ability to prioritize tasks ensuring functioning of the areaFollow the chain of command in reporting incidents/complaints or any concernsPrioritize workload and complete correspondence in a timely mannerProvides information to prospective customers and hospital staff by answering all specific inquiries regarding patients’ queriesPromote incident, customer complaint reporting to improve patient and family carePromote and contribute to the overall Culture of SafetyAttitudes & WillingnessAccepts additional duties, as assignedPerforms duties and tasks as per the Hospital Code of Conduct and in line with Hospital Vision & MissionMaintains regular working hours as per employee contractPromotes a “blame free” culture of transparency with a friendly & open working environment for all employeesUse own initiatives and perform duties and tasks within assigned period, due dates and in the required formatRequired QualificationsDiploma in relevant field with 3 years of additional experienceDesired QualificationsBachelor's degree or equivalent in Business Administration or relevant field OR Master Degree in Business Administration or relevant field#J-18808-Ljbffr