Patient Experience - Officer

Fakeeh Care Group; Riyadh; On-site; SAR 60,000 - 90,000; Full time

Job summary

Fakeeh Care Group in Riyadh is seeking a Patient Relations Specialist to support and enhance the patient experience across hospital settings. You will respond to inquiries, document feedback, and collaborate with staff to ensure a courteous, patient-centered service.

The ideal candidate holds a Bachelor's degree in Healthcare Management or related field, 0–2 years of experience in patient relations or customer service, fluent in English and Arabic, with strong communication and problem-solving

Qualifications

• Bachelor's degree required in Healthcare Management, Hospitality, Customer Service, or related field.
• 0-2 years of experience in patient relations or healthcare customer service.
• Fluency in written and spoken English and Arabic.

Responsibilities

• Responds promptly to inquiries from patients, visitors, and staff.
• Provide accurate information clearly and professionally.
• Conduct daily rounds in inpatient rooms, clinics, waiting areas.
• Identify findings during rounds and escalate as needed.
• Greet visitors and direct them appropriately.
• Receive and document informal complaints and forward to Patient Relations.
• Attend and support emergency codes White and Mercy.
• Assist patients during discharge for a smooth experience.
• Support the patient journey with a patient-centered approach.
• Record activities and findings from rounds.
• Know facility layout and services to assist accurately.
• Resolve complaints promptly to improve service quality.
• Help collect and analyze patient feedback for improvements.

Skills

Time management

Communication

Organization

Presentation

Analytical

Problem solving

MS Office

Education

Bachelor's degree in Healthcare Management, Hospitality, Customer Service, or related field

Tools

MS Office

Job description

Job Purpose

To support and implement initiatives that enhance patient satisfaction, address concerns, gather and analyze patient feedback, and collaborate with staff to ensure a positive and patient-centered care experience within the assigned facility.

Description

To support and implement initiatives that enhance patient satisfaction, address concerns, gather and analyze patient feedback, and collaborate with staff to ensure a positive and patient-centered care experience within the assigned facility.

Key Responsibilities And Duties

• Responds promptly and professionally to inquiries from patients, visitors, and staff, whether in person or by telephone.
• Provides accurate and helpful information to patients, visitors, and the public in a clear and professional manner.
• Performs daily rounds in inpatient rooms, outpatient clinics, waiting areas, and other facilities if applicable.
• Identifies and documents findings during rounds and takes appropriate actions to resolve issues or escalates them as necessary.
• Greets visitors and guests and directs them appropriately.
• Receives and documents informal complaints and forwards them to the Patient Relations team.
• Attends and supports emergency codes White and Mercy.
• Assists patients during the discharge process to ensure a smooth and satisfactory experience if applicable.
• Supports and enhances the overall patient journey by fostering a patient-centered approach.
• Records all activities and findings related to inpatient rounds if applicable.
• Maintains an in-depth understanding of the Fakeeh Health Care facility layout and services to provide accurate information and assistance.
• Resolves customer complaints promptly and logically to enhance satisfaction and improve service quality.
• Supports the collection and analysis of patient feedback to identify opportunities for improvement.

Skills And Abilities

• Time management skills.
• Computer skills MS Office.
• Organization skills.
• Communication skills.
• Presentation skills.
• Analytical skills.
• Problem solving skills.

Experience

• 0 - 2 years of experience in patient relations, customer service, or a healthcare-related role.

Education

• Bachelor's degree in Healthcare Management, Hospitality, Customer Service, or a related field.

Language

• Fluency in written & spoken English and Arabic.

Licenses / Certifications

• N/A