Patient & Family Experience Advocate

Amana Healthcare; Abu Dhabi; On-site; AED 80,000 - 110,000; Full time

Job summary

Amana Healthcare in Abu Dhabi is seeking a Patient Relations/Quality Liaison to investigate complaints, communicate with families and hospital departments, and promote patient satisfaction. You will work with the Quality team to ensure high standards of care while supporting restoration and reconciliation processes.

The role requires 0–2 years of experience, a Bachelor’s degree, and excellent verbal and written communication skills.

Qualifications

• Bachelor’s degree required.
• 0-2 years of prior work experience in a relevant field.
• Experience in customer care, public relations, or social/volunteer work.
• Excellent verbal and written communication skills.

Responsibilities

• Investigates patient/family complaints/grievances and provides timely response as per the facility’s policies and procedures.
• Maintains regular communication during the investigation and informs the Director of Clinical Operations (DCO) and the functional director as indicated.
• Acts as an impartial liaison between residents/families and hospital departments/administration, promoting a positive relationship and responding to patient complaints.
• Works with the Quality department to provide best outcomes for patients with quality care or legal concerns.
• Proactively rounds on units, serving as a resource to residents, families and staff to identify issues related to patient experience.
• Represents the facility in handling escalated residents and families concerns and communicates outcome to the DCO.
• Participates in committees and special projects to support patient satisfaction.
• Handles on-call duties and manages concerns from families and patients.
• Focus on patient-centered care, collaborating with clinical and non-clinical departments.
• Arranges family meetings between patients/families and other teams.

Skills

Communication skills

Customer service

Education

Bachelor’s degree in a relevant field

Job description

Amana Healthcare in Abu Dhabi is seeking a Patient Relations/Quality Liaison to investigate complaints, communicate with families and hospital departments, and promote patient satisfaction. You will work with the Quality team to ensure high standards of care while supporting restoration and reconciliation processes.

The role requires 0–2 years of experience, a Bachelor’s degree, and excellent verbal and written communication skills.