Assistant Protocol Officer-Protocol

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

Job summary

A leading healthcare facility in Abu Dhabi is seeking a dedicated coordinator to support Royal/VIP patients. Responsibilities include assisting in patient care, coordinating services, and ensuring confidentiality. The ideal candidate will have a high school diploma and 2-3 years of experience in healthcare, preferably with VIP patients. This role emphasizes delivering a high standard of care in a collaborative environment.

Qualifications

• 2-3 years of relevant experience in a healthcare facility is required.
• Desired experience with VIP/Executive patients within the GCC region.

Responsibilities

• Support Sr. Coordinator in resolution of patient complaints.
• Assist patients during their visits, including coordinating care.
• Maintain confidentiality of Royal/VIP patient information.

Skills

Patient coordination

Empathy skills

Listening skills

Education

High School Degree

Bachelor’s degree or equivalent in Business Administration

Job description

Overview

Responsible to support all areas of the Royal, Protocol, International or Executive Health (R-PIE) Division. Ensuring Royal/VIP (high profile) patients receive appropriate, confidential and comprehensive coordination of services. Responsible for working closely with Sr. Coordinator, with physician leaders, facility management and clinical staff to facilitate the coordination and respond to any Royal/VIP (high profile) patient requests.

Responsibilities

• Provides support and assistance to the Sr. Coordinator in the resolution of complaints or incidents that may arise concerning Royal/VIP (high-profile) patients.
• Provides support to patients while they are being seen within the division, including escorting them to visits, delivery of any medications, informing patients of follow up appointments and tests if needed, going over estimates of cost, etc.
• Provides additional assistance when needed.
• In partnership with the Sr. Coordinator, acts as the initial point of contact to specific Royal/VIP (high-profile) patients as assigned by Sr. Coordinator.
• Assists in coordinating the patients care, which could include emailing outside entities, email providers and other clinical and operational staff.
• Ensures the confidentiality of patient requests, information and services provided.
• Utilizes listening, validation and empathy skills to build and ensure a positive experience for patients and their families.
• Coordinates with department senior management on assessment and management of Royal/VIP (high-profile) patient services on an ongoing basis.
• Assists Sr. Coordinator, maintaining good relationships with facility staff.
• Represents the department/section in meetings related to Royal/VIP (high-profile) patient issues.
• Coordinates with other facilities in relation to Royal/VIP (high-profile) patient medical issues.
• Maintains collaborative and effective working relationships with all staff and external partners.
• Manages to keep abreast of significant economic, social and technical trends, and regulatory guidelines, which may influence assigned sections within the department and/or the facility.
• Participates in cross-functional teams and committees as appropriate.
• Participates in departmental process improvement activities.
• Follows in a timely manner, on all action items including those requested/directed by the Sr. Coordinator, Director and Senior Director of the department.
• Assists team members when needed for coverage during leaves, and as otherwise directed by Sr. Coordinator.
• Facilitates to improve the workflows and processes within the division and speaks up when a division provides feedback on opportunities to improve.
• Participates in ongoing customer service training as necessary and other training relevant to personal development.

Accountabilities

• Maintains proper filling system for all confidential data.
• Ensures all Royal/VIP (high-profile) patient information is recorded and tracked using department’s database system to produce accurate reports and statistics.

Qualifications

Educational Qualification:

Required: High School Degree

Desired: Bachelor’s degree or equivalent in Business Administration or any relevant field OR Diploma in relevant field with 3 years of additional experience.

Specialist Certifications: N/A

Experience:

Required: 2-3 years of relevant experience in a healthcare facility

Desired: Experience working with VIP/Exec patients within the GCC region.

About Us

At SSMC, we firmly believe that the human touch is a fundamental part of care. We understand that health care is both an art and a science, running deeper than simply diagnosing and treating those who rely on us. Our SSMC Model of Care puts our patients at the forefront of our purpose and at the heart of everything we do, ensuring that the needs of our patients come first. Every one of our patients receives individualized attention from a multidisciplinary team of experts who collaborate closely to deliver trusted and compassionate care. From the very first point of contact with SSMC, to the moment patients are back home, we ensure speciality-specific care at every stage and in every interaction. As one of the largest tertiary hospitals in the UAE, SSMC provides access to specialist medical treatments and advanced diagnostics, with a commitment to becoming a Destination Medical Center in the UAE and wider region.

About the Team

About Sheikh Shakhbout Medical City (SSMC). SSMC is the largest tertiary hospital in the UAE and serves to elevate the provision of health care services in the nation under the mandate of the Abu Dhabi Economic Vision 2030. Supported by the latest diagnostic and treatment modalities available, SSMC offers care in 44 specialties. A team of locally and internationally trained medical, clinical and admin professionals work seamlessly together, which promotes comprehensive interdisciplinary learning, allowing SSMC to become a leading hub for integrated patient-centric medical services in the region. As the region’s leading tertiary facility, SSMC has 742 patient beds, 18 operating theatres, and includes a hybrid operating room, 26-bed neonatal intensive care unit, and the UAE’s largest pathology lab.