Specialist, Care Excellence

Cleveland Clinic Abu Dhabi; Abu Dhabi; On-site; AED 60,000 - 100,000; Full time

Job summary

An established industry player is seeking a dedicated professional to enhance patient satisfaction and communication within a healthcare setting. This role involves managing patient complaints, ensuring their voices are heard, and collaborating with various departments to protect patient rights and wellbeing. The ideal candidate will possess strong problem-solving skills, a commitment to customer service, and the ability to communicate effectively in both Arabic and English. Join a dynamic team where your contributions will significantly impact the patient experience and foster a culture of excellence and compassion.

Qualifications

• Minimum of 2 years work experience with 1 year in customer service or complaint management.
• Strong understanding of complaint handling principles and problem-solving skills.

Responsibilities

• Ensure timely registration of complaints and feedback from residents/patients.
• Collaborate with interdisciplinary teams to promote patient rights and wellbeing.
• Educate staff on the Care Excellence team's role and enhance patient experience.

Skills

Complaint Handling

Problem-Solving

Customer Service

Interpersonal Skills

Organizational Skills

Fluency in Arabic

Fluency in English

Education

Higher Diploma

Bachelor's degree in Business Administration

Bachelor's degree in Healthcare Administration

Job description

JOB SUMMARY

Responsible for supporting CCAD residents/patients and their families establishing effective means of communication with all departments and professionals during their stay. Responsible for ensuring that all complaints, suggestions, feedback, and requests of CCAD residents/patients and their families are registered, and appropriate action is taken as per CCAD Healthcare policies and procedures.

PRIMARY JOB DUTIES AND RESPONSIBILITIES

1. Ensures that all information regarding complaints, suggestions, feedback, and requests from CCAD residents/patients and their families is correctly and timely registered as per current policies and procedures.
2. Consults with CE Lead and other CE specialists regarding intra and interdisciplinary issues.
3. Works with the interdisciplinary team to promote and protect patients’ rights and the psychosocial wellbeing of all residents and families.
4. Responds to social issues identified by residents/patients and families to determine satisfaction with services being provided.
5. Participates in resident/patient and family formal and informal interviews and ensures that their requirements are met.
6. Educates staff regarding the role of the Care Excellence team in the facility and promotes activities that enhance the experience of residents/patients and their families during their journey.
7. Collaborates in the investigation of residents/patients/families’ complaints/grievances and provides appropriate/timely response as per CCAD policies and procedures.
8. Serves as an impartial liaison between the patient/resident/family and hospital departments/administration, promoting a positive relationship and acting as a vehicle for responding to patient complaints while supporting reconciliation, compromise, or settlement.
9. Proactively rounds on units, serving as a resource to residents, families, and staff - thereby facilitating identification of issues relating to a patient's hospital experience.
10. Supports responsive relationships with residents of varying cultural, socioeconomic, and religious backgrounds to ensure that the needs of all patients are handled with sensitivity.
11. Represents CCAD in the handling of escalated concerns and grievances, the outcome of which is communicated to the line manager.
12. Participates in committees/task forces and other special projects as required to support patient satisfaction and experience.
13. Solves minor issues immediately as they arise, with the support and guidance of CE Lead.
14. Other work-related duties as assigned.

ROLE LEVEL ACCOUNTABILITIES

Adheres to CCAD’s standards as they appear in the Code of Conduct and Conflict of Interest policies. In view of the evolving needs and opportunities within CCAD, this position may be required to perform other duties as assigned and reporting relationships may vary.

PHYSICAL DEMANDS AND WORK ENVIRONMENT

Typical physical demands include: a high degree of manual dexterity to sufficiently perform computer functions on a keyboard, produce materials on a PC and operate basic office equipment, normal or corrected vision and hearing, operate audiovisual equipment used during training programs, physically move, lift and carry training equipment and materials, mobility sufficient to visit with departments or employees throughout CCAD, stand in front of an audience for up to eight (8) hours a day and lift up to 30 lbs.

ORGANIZATION-WIDE COMPETENCY ASSESSMENT REQUIREMENTS

All employees will embrace the CCAD mission, vision, and values and be responsible for adhering to the core values of the institution, including: Patient’s First, Collaboration, Mutual Respect, Quality, Patient Safety, Integrity, Cultural Sensitivity, and Compassion. All employees are also expected to meet the standards of performance outlined in the Organization-Wide Competencies listed below as applied to the position. Customer Service Orientation includes attitude, behavior, interpersonal skill, and problem solving that enable an employee to respond to internal and external customer needs and expectations in a positive manner. Adaptability includes teamwork, flexibility needed to fulfill job responsibilities, adapting to changes in work environment and accepting supervisory feedback. Efficiency and Effectiveness include quantity and quality of desired work, as well as organization skills necessary to perform successfully. Essential Job Requirements include adherence to all relevant policies, procedures, and guidelines affecting the work environment, as well as maintenance of required competencies and communication skills. Managerial Responsibilities include overall accountability for assigned work group relative to operational goals, personnel requirements, and budgetary constraints. Assume responsibility for own safety and health and will abide by CCAD Occupational Health and Safety policies and procedures as per OSHAD and any other relevant requirements.

QUALIFICATION & EXPERIENCE REQUIREMENTS

Education

ESSENTIAL

Higher Diploma is required.

PREFERRED

Bachelor's degree in Business Administration, Healthcare Administration or related field is preferred.

Experience

ESSENTIAL

A Minimum of two (2) years work experience.

A minimum of One (1) year in customer service or complaint management experience is required.

PREFERRED

Health care industry experience is preferred.

Job Specific Skills and Abilities

Strong understanding of general complaint handling principles required.
Strong problem-solving and analytical skills required.
Strong human relation and customer service skills.
Highly developed interpersonal skills and ability to communicate effectively with others.
Strong organizational skills and the ability to manage and prioritize workload.
Fluency in Arabic and English (verbal and written) required.