Assistant Patient Experience Officer (Arabic Speaker)

SEHA; Abu Dhabi; On-site; AED 180,000 - 240,000; Full time

Job summary

SEHA in Abu Dhabi seeks a Patient Experience Coordinator to support medical staff and assist patients and families with on-the-spot help and information while delivering high-quality service.

The role involves coordinating emergency logistics, resolving facility issues, interacting with multiple departments and authorities, and maintaining patient confidentiality and satisfaction through proactive communication and timely follow-up.

Qualifications

• High School degree required.
• Diploma in relevant field with 3 years of additional experience.
• Specialist Certifications such as CHAM or equivalent.
• 1-3 years Healthcare experience is desirable.

Responsibilities

• Coordinate logistics and medical care in case of emergency.
• Solve facility problems related to the event of breakdowns.
• Coordinate with other departments to repair local institutions if required.
• Coordinate with police, civil deviancy, municipality departments regarding escalated circumstances.
• Ensure early notification of the arrival of accidents through coordination between ambulance, police, doctors and nurses.

Education

High School degree

Diploma in relevant field with 3 years of additional experience

Specialist Certifications

Recognized certifications such as CHAM or equivalent

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.

Responsibilities

• 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

• 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.