Patient & Family Experience Liaison

M42 Ltd.; Abu Dhabi; On-site; AED 60,000 - 90,000; Full time

Job summary

M42 Ltd. delivers comprehensive healthcare services across the continuum of care and partners with Amana Healthcare for post-acute and rehabilitation needs in the Middle East.

This role focuses on facilitating communication, addressing concerns, coordinating follow-up actions with the multidisciplinary team, and ensuring residents and families receive timely updates regarding care and services. The role involves investigating complaints, coordinating family meetings, and supporting service

Qualifications

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

Responsibilities

• Investigates patient/family complaints/grievances and provides appropriate/timely response as per the facility's policies and procedures.
• Maintains regular communication during the investigation and informs the DCO and the functional director as indicated.
• Serves as an impartial liaison between the resident/family and hospital departments/administration.
• 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 a patient's hospital experience.
• Reviews/edits written communication from other department managers and Patient Representatives.
• Supports responsive relationships with residents from diverse backgrounds to ensure needs are handled with sensitivity.
• Represents the facility in handling escalated concerns and grievances, with outcomes communicated to the DCO.
• Participates in committees/task forces and other projects to support patient satisfaction.
• Solves minor issues immediately and addresses major ones with relevant units.
• Takes on-call duties and manages concerns from families and patients.
• Focuses on patient-centered care with clinical and non-clinical teams.
• Arranges family meetings (Initial, Ground round, follow-up, discharge) between patients/families and other teams.

Skills

Verbal communication

Written communication

Education

Bachelor's degree in a relevant field

Job description

M42 Ltd. delivers comprehensive healthcare services across the continuum of care and partners with Amana Healthcare for post-acute and rehabilitation needs in the Middle East.

This role focuses on facilitating communication, addressing concerns, coordinating follow-up actions with the multidisciplinary team, and ensuring residents and families receive timely updates regarding care and services. The role involves investigating complaints, coordinating family meetings, and supporting service