Assistant Patient Experience Officer (Arabic Speaker)

Sheikh Shakhbout Medical City; Abu Dhabi; On-site; AED 60,000 - 90,000; Full time

Job summary

Sheikh Shakhbout Medical City in Abu Dhabi seeks a Patient Access and Relations Officer to assist patients and families with on-the-spot help, high-quality customer service, and timely information. You will relay feedback to staff, coordinate with medical teams during emergencies, and help resolve conflicts at the point of service.

You will manage complaints, document patient concerns, and work with nursing and physicians to minimize issues while protecting patient privacy.

Qualifications

• High School degree required.
• Diploma in relevant field with 3 years of additional experience.
• CHAM or equivalent certification is desirable.
• Experience in healthcare environment is preferred.

Responsibilities

• Provide information and feedback to staff and management for quality purposes.
• Coordinate logistics and medical care in emergencies.
• Assist in handling patient complaints and resolving conflicts at the point of service.
• Maintain patient confidentiality in line with policy.
• Record and track patient requests in the department database.
• Act as a visible point of contact for patients, families and visitors.
• Promote a culture of safety and collaboration within the hospital.

Skills

Customer service

Communication

Conflict resolution

Problem solving

Multi-tasking

Teamwork

Education

High School degree

Diploma in relevant field

CHAM certification

1-3 years Healthcare experience

Tools

Database systems

Job description

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 emergencySolving 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 nursesProviding doctors with complete information about a patient that may be helpful in treatmentControlling of any conflict that occurs regarding the arrival of serious accident or deathMaking 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 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 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 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 visitors

Ensuring internal relations

Liaising closely with facility staff in order to build and maintain good relationships with themPromoting communication between patients their families and staff

Providing customer service and support

Explaining 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 appropriate

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 amp 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 amp Willingness

Accepts additional duties as assigned Performs duties and tasks as per the Hospital Code of Coduct and in line with Hospital Vision amp Mission Maintin regualr working hours as per employee contract Promotes a blame free culture of transparency with a friendly amp 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

• High School degree
• Desired : Diploma in relevant field with 3 years of additional experience
• Desired: Recognized certifications such as Certified healthcare access manager (CHAM) or equivalent
• Experience Required (Relevant to the Job)
• Desired: 1-3 years Healthcare experience.