Patient Experience Officer - Sakina

<div><h3>Job Description</h3><p>Responsible for providing patients and their families with on the spot help and information and high quality customer service. Also responsible for providing customer information and feedback to the staff and management for quality purposes.</p><h3>Responsibilities</h3><ul><li>Coordinating logistics and medical care in case of emergency</li><li>Solving facility problems which are related to the event of breakdowns</li><li>Coordinating with other departments in the facility to repair any local institutions if required</li><li>Coordinating as necessary with police, civil deviancy, municipality departments regarding escalated circumstances</li><li>Ensuring early notification of the arrival of accidents through coordination between ambulance, police, doctors and nurses</li><li>Providing doctors with complete information about a patient that may be helpful in treatment</li><li>Controlling any conflict that occurs regarding the arrival of serious accident or death</li><li>Making rounds as necessary and solving problems in the medical wards</li><li>Handling patient complaints</li><li>Assisting in resolving conflicts within the point of service and acting as an intermediary between patients, families and staff</li><li>Providing information on how to submit a formal complaint</li><li>Preparing report on patient issues and concerns which were left unresolved and submitting same to the relevant Manager/Senior Officer</li><li>Reporting providing statistical data and/or reporting on monthly and adhoc basis for management related to point of service issues</li><li>Recording and tracking ensuring all patient requests and concerns are recorded and tracked using department’s database system in efficient manner</li><li>Managing patient relations</li><li>Acting as a visible point of contact in order to provide information and support to the patients, their families and visitors</li><li>Attending to patient needs, requests and concerns and setting a time frame for addressing/resolving them</li><li>Maintaining confidentiality of patient information in accordance with facility policy</li><li>Following up with services provided by various wards to the in-patient</li><li>Coordinating and assisting the nursing staff and physicians to minimize patient complaints/problems</li></ul><h3>Calling Patient Relatives About Treatment Issues Or Other Procedures</h3><ul><li>Helping patient and family to understand, accept and follow medical recommendations</li><li>Giving permission for patient escort</li><li>Ensuring the rules of visiting time are communicated to visitors</li><li>Ensuring internal relations</li><li>Liaising closely with facility staff in order to build and maintain good relationships with them</li><li>Promoting communication between patients, their families and staff</li><li>Providing customer service and support</li><li>Explaining facility policies and procedures for patients, families and visitors</li><li>Encouraging patients, families and visitors to provide their feedback through the facility surveys</li><li>Collecting data and information about patient care concerns, needs and problems and making recommendations as appropriate</li></ul><h3>Qualifications</h3><p>Qualification :-</p><p>Special Certificate:-</p><h3>Required</h3><ul><li>2-4 years of relevant experience</li></ul><h3>Desired</h3><ul><li>Experience in a large Healthcare facility</li></ul></div>#J-18808-Ljbffr