Person Centred Care Officer

Netcare; Gauteng; On-site; ZAR 300 000 - 400 000; Full time

Job summary

A leading healthcare provider is seeking a Patient Care Coordinator to ensure exceptional patient experiences through effective communication and resolution of concerns. This role requires a Matric, relevant tertiary qualification, and two to three years in a customer-facing role in healthcare or hospitality. The successful candidate will track patient feedback and collaborate on improvement initiatives, showcasing strong interpersonal skills and computer literacy within the healthcare setting.

Qualifications

• At least two to three years' experience in a customer-facing role within healthcare or hospitality.
• Ability to handle stressful situations and difficult stakeholders effectively.
• Active involvement in professional development for skill maintenance.

Responsibilities

• Welcome patients and families to the hospital, ensuring a memorable experience.
• Serve as the face of patient care and manage complaints efficiently.
• Track, analyze, and report patient feedback for service improvement.

Skills

Computer Literacy

Interpersonal skills

English writing skills

Multi-tasking

Customer service practices

Education

Matric

Relevant tertiary qualification

Tools

MS Office applications

Job description

We provide meaningful careers that connect people with purpose. We are united by a common purpose of providing the best and safest care; and by our shared values of Care, Truth, Participation, Compassion and Dignity.

Netcare invites you to be part of our journey.

Key Work Output and Accountabilities

• Welcome the patient and the family to the hospital and ensure that the patient experience is memorable by making the patient feel like a valued guest.
• Communicate to the patient and their family that different avenues for feedback are available and encourage the utilisation of these feedback mechanisms.
• Serve as the face of patient care by dealing effectively with all customer complaints which includes resolving them effectively while maintaining confidentiality at all times.
• Escalate and oversee resolution of any IT system or other operational complaint to the appropriate stakeholder and ensure that the complaint is effectively dealt with.
• Ensure that complaints and concerns are acknowledged in a timely, appropriate, empathetic and respectful manner.
• Facilitate and assist with investigations relating to the quality of the service provided, identify stakeholders who are required to assist or provide input and implement improvement actions in line with the complaints standard operating procedure.
• Ensure that all hospital stakeholders understand and comply in a consistent manner to the patient complaint standard operating procedure.
• Provide feedback to the patient and their family on an ongoing and regular basis in an appropriate, empathetic and respectful manner.
• Escalate appropriate concerns accompanied by the relevant investigation outcome and other documentation to the General Hospital Manager, Regional management and Head office structure in line with the standard operating procedure.
• Finalise complaints by ensuring that all information on the system is processed accurately and timeously and that the relevant documentation is completed.
• Conduct ward rounds to engage patients during their stay in order to provide feedback and identify any problems with regards to service delivery.
• Communicate with patients during their hospital stay to ensure that complaints are effectively dealt with prior to the patient leaving the Netcare facility.
• Ensure that any complaints raised post the discharge of the patient are investigated and resolved effectively.
• Demonstrate an ability to sensitively and confidentially deal with problems and apply judgement in problem solving, conflict resolution and cultural awareness.
• Ensure that time is allocated to assisting all the Hospital stakeholders to identify and implement function specific improvement work within each of the relevant areas.
• Present to the Hospital General Manager concerns and possible improvement initiatives based on patient and family feedback and co‑own the testing of improvement ideas.
• Collaborate and co‑own with head office initiated improvement work such as explaining medical information to a patient in a way that they understand.
• Role‑model and explain the importance of person centred care to other hospital‑based teams such as security, porters, parking attendants, food hostesses, retail pharmacy employees, radiography, pathology services and doctor's rooms.
• Capture complaints on the relevant Netcare system and ensure that these complaints are resolved within the relevant timeframes.
• Track, analyse and report patient feedback and ensure the implementation of action items aimed at improving the quality of patient care.
• Assist with the interpretation of data and utilise important feedback provided in the existing Netcare reports to improve the patient experience.
• Assist Management with the preparation of reports as required.
• Monitor and record compliance to improved outcomes.
• Comply with the patient care Standard Operating Procedures, ensuring that all employees have read and understood them.
• Execute corporate CSA (controlled self‑assessment) and audit activity relevant to person centred health and care.
• Keep up to date with Netcare's evolving policies and procedures.
• Handle all routine administration queries and work requests that may not be included in this role profile and resolve these efficiently and effectively within the required turnaround times.

Build and maintain stakeholder relationships

• Work effectively and co‑operatively with others to establish and maintain good working relationships that are mutually beneficial.
• Establish and service relationships with all internal and external stakeholders, including Hospital management, patients, service providers and colleagues to improve the patient experience.
• Demonstrate personal commitment to internal and external stakeholders by fulfilling responsibilities, involving others, gaining support for ideas generated and removing obstacles to team accomplishments.
• Establish and consolidate good interpersonal relationships by listening to others and objectively considering their ideas and opinions even when they conflict with their own ideas.
• Actively participate as a member of a team to achieve goals and does not function independently.

Personal and Professional development

• Active involvement in own professional development to maintain a satisfactory level of skill and knowledge as required by Management and relevant to the role.

Education

• Matric (Essential)
• Relevant tertiary qualification.

Experience

• At least two to three years' experience working in a customer facing role within a healthcare or hospitality environment.

Knowledge

• An intermediate to advanced level of Computer Literacy and proficiency in MS Office applications.
• Superior interpersonal skills (developing and maintaining positive relationships; communicating clearly and effectively with people at all levels with verbal and non‑verbal communication; working with others to identify, define and solve problems).
• The ability to communicate and write exceptionally in the English language.
• Ability to inspire others to believe in the culture of person centred care.
• Knowledge of customer service practices and principles.
• Professionalism.
• Multi‑tasking ability and the ability to handle stressful situations and difficult stakeholders (internal and external) appropriately.

Physical Requirements

In the event of any physical or psychological limitation that may impair the employee's ability to perform the required job function, the employee must consult the employer for reasonable accommodation.

Working Conditions

• Professional flexibility in working hours while supporting daily business hours.
• Will interact with internal and external customers through several different means.
• Travel to support the functions of the role may be required.

Join the team that provides the best and safest care.