Patient Experience Coordinator

Dr. Sulaiman Al Habib Medical Group; Riyad Al Khabra; On-site; SAR 30,000 - 60,000; Full time

Job summary

An established industry player in healthcare is seeking a dedicated Patient Experience Coordinator to enhance patient satisfaction through effective complaint management. In this role, you will coordinate the resolution of patient concerns, ensuring effective communication with departments and patients alike. You'll monitor patient experiences, prepare insightful reports for management, and participate in initiatives that uphold patients' rights. This position offers a unique opportunity to make a significant impact on patient care and experience in a supportive environment. If you are passionate about healthcare and patient advocacy, this role is for you.

Qualifications

• 2+ years of experience in patient complaints management.
• Relevant certifications in health administration preferred.

Responsibilities

• Coordinate and resolve patient complaints ensuring satisfaction.
• Prepare reports on complaints and department involvement.

Skills

Patient Communication

Complaint Resolution

Patient Satisfaction Monitoring

Report Preparation

Education

Bachelor’s Degree in Health Administration

College Graduate

Tools

Patient Satisfaction Surveys

Feedback Boxes

Job description

Coordinate the process of patient complaints and follow up with the involved departments, communicating with the patients, closing the complaints and ensuring patient satisfaction.

Key Responsibilities / Accountabilities

• Perform rounds in different areas of the complex and consult with relevant HOD and management.
• Participate in patient satisfaction initiatives and services and resolve patient concerns/issues before it is communicated to the administration for a concern or a lack of services given.
• Monitor and pay attention to receive patient complaints (Through COC/We care/Written/Social media/Verbal/Patient satisfaction surveys/feedback boxes) by patient experience office staff, reassure the patient that his complaint was received and being worked on.
• Communicate with the respective HODs and patient services managers for proper investigation, professional resolution of the complaints and reassuring patients of the output of their complaints and resolving the issue with them.
• Follow up the patient experience employees' duty schedules monitoring, punctuality of staff, assigning tasks and follow up of their professional completion.
• Prepare weekly and monthly reports for the complaints received with details of the departments' involvement, results of the complaints and dates for receiving and closure and presenting them to top and middle management concerned.
• Arrange sessions on awareness of Patients' Rights and Responsibilities for new staff in general orientation and for all staff on a regular basis.
• Participate in person-centered care initiatives undertaken by HMG.
• Enrich patient experience with compassion, respect, and dignity.
• Perform other applicable tasks assigned within the level of his/her competence as required by the admission supervisor.

Job Purpose / Objective

Coordinate the process of patient complaints and follow up with the involved departments, communicating with the patients, closing the complaints and ensuring patient satisfaction.

Education/ Professional Qualification
Educational: College Graduate; preferably Bachelor’s Degree holder.
Professional: Any discipline, preferably in Health Administration.

Experience
At least 2 years experience in the same field.

Professional Licensing / Certification / Training
Relevant certifications.