Floor Coordinator

Royale Hayat; Kuwait; On-site; KWD 4,464 - 7,254; Full time

Job summary

Royale Hayat is seeking a patient experience/guest relations professional to welcome patients, explain hospital amenities, and coordinate with departments to ensure a smooth stay.

The role requires strong communication, a patient-centric approach, and collaboration with the Guest Experience team to improve satisfaction and engagement.

Qualifications

• High school vocational certificate or higher.
• 2-3 years of hospital or customer-service experience.
• Fluent in Arabic and English (speaking, reading, and writing).

Responsibilities

• Welcome and meet patients upon arrival to the hospital.
• Explain facilities and complimentary services during their stay, presenting amenities for loyal patients.
• Coordinate with Guest Experience Manager to present room amenities when applicable.
• Handle billing, provide bills and baby gift for financial services, and address billing inquiries.
• Escort patients when leaving the hospital.

Skills

Customer relations

Arabic

English

Positive attitude

Education

High school vocational certificate or higher

Graduate degree preferred

Job description

Overview

Ensure difference and service recovery every day with every patient throughout their hospitalization, contributing to positive outcomes and patient satisfaction, supporting the transformation of the acute care delivery model to a more rational and safe approach.

Key Responsibilities

• Welcome and meet patients upon arrival to the hospital
• Conduct courtesy visits when patients are shifted to the ward or after delivery, providing all stay‑related documents (room policies, vendor policies, discharge letter, photo consent)
• Notify patients about discharge time and package information
• Explain facilities and complimentary services during their stay, presenting amenities for loyal patients (welcome letter, valet card, extra care, VIP, spa massage, cake, refreshments, WOW gift, photo)
• Ensure timely provision of room services (HK, PD, Spa, Nursing, Maintenance, Valet parking)
• Guide patients on controlling AC to desired temperature and notify maintenance for changes
• Facilitate effective communication between patients and hospital departments (clinical, non‑clinical)
• Coordinate with Guest Experience Manager to present room amenities when applicable
• Treat all patients equally and without discrimination
• Handle billing, provide bills and baby gift for financial services, and address billing inquiries (unexpected charges, first bill, overcharging, insurance, statement errors)
• Demonstrate professionalism and customer‑service skills during payment processing
• Collect payments and provide related documents (baby certificate, final bill)
• Coordinate with medical staff and admission office if a patient needs to extend their stay, explaining room rates and suite offers
• Inform relevant departments about patient extensions (admission office, Guest Relations, Nursing)
• Respond promptly to patient needs and act as advocate, escalating issues when necessary
• Attend to patient comments and collaborate with departments to prevent negative perception
• Follow up with patients to complete surveys and use feedback to drive improvements
• Coordinate with patient experience officer for exit meetings
• Provide farewell amenities and coordinate with DOH to bid farewell upon discharge
• Ensure services are person‑centered and responsive to individual needs
• Enhance the role of the Patient Experience Team across medical and non‑medical domains to support patient engagement
• Increase patient engagement per care group
• Escort patients when leaving the hospital

Education and Experience

• High school vocational certificate or higher, preferably a graduate degree in any discipline
• 2‑3 years of related experience in a hospital or customer‑service environment
• Fluent in Arabic and English (speaking, reading, and writing)

Skills & Desired Profile

• Good customer‑relations skills
• Positive, outgoing personality