Responsible to provide a range of duties related to the overall patient experience.
- Welcome & greet patients and direct them appropriately to the relevant departments giving clear instructions.
- Provide hospital information and answer patient queries.
- Complaints are handled in a structured, timely and professional manner which is fair, courteous and respectful of privacy, to identify problems and to continuously improve the department's services.
- Manage complaints register, ensuring key stakeholders are updated in order to do a root cause analysis and look at process improvements.
- Manage VIP patients accordingly.
- Ensure patients have an overall good patient experience.
- Liaison between departments when required.
- Manage the reception and waiting areas.
- Handles telephone enquiries and directs queries accordingly.
- Monitor employee scheduling of the department to ensure operational coverage.
- Provide support related to attendance, leave, overtime, staff allocations, uniform, dress code and personal hygiene.
- Maintain quality service by ensuring quality customer service standards, identifying trends & recommending process improvements.
- Support marketing events, being a point of contact for potential new patients.
- Supporting corporate patient experience initiatives.
- Working closely with the Quality Department and provide applicable data for KPIs.
- Assist the Medical Director with patient communication related to clinical complaints and ensure minutes of meetings are completed.
- Ensure Patient Experience Committee meetings are held, as per the complaints management policy.
- Strictly adheres to NMC’s regulations and policies especially those related to infection control, patient safety & JCI.
- Supports Continuous Quality Improvement and participates and contributes to all the quality assurance activities of the service.
- Exercises effective interpersonal skills in dealings with department staff, colleagues and management.
- Maintains patient & staff confidentiality.
- Orientate new joiners and sign of probation periods.
- Ensure professional conduct and discipline within the team is followed.
- Provide support in the recruitment and selection process of team members.
- Monitor employee scheduling of the department to ensure operational coverage.
- Provide support related to attendance, leave, overtime, staff allocations, uniform, dress code and personal hygiene.
- Support staff engagement initiatives.
- Continuously monitor and measure plans against quality indicators and department objectives, ensuring regular audits are in place, analyse the data and give relevant feedback.
- Complete yearly appraisals and coach & developing the team.
- Maintain quality service by ensuring quality customer service standards, identifying trends & recommending process improvements.
- Complaint management & process improvements linked to overall patient experience.
- Participates in Hospital training programs.
- To create and continuously maintain an enabling environment where people can develop and grow.
- To ensure that performance management contracts are in place for the team.
- Conduct and document bi-annual performance conversations .
- Identify high potential talent and ensure that development plans are facilitated in cooperation with Human Resources.
- Ensure that a training plan is developed and monitored to ensure continuous sharing of knowledge and skill.
- Monitor the quality of onboarding for new employees; new employees are orientated and probation periods are signed off .
- Maintain professional conduct and discipline within the team.
- Work closely with the recruitment team to recruit and select competent employees .
Monitor employee scheduling of the department to ensure sufficient operational coverage.
- Bachelor’s Degree - Any discipline or related fields. Master’s degree will be an advantage.
3+ years of experience in customer service role or relevant field, Healthcare experience in UAE will be an advantage