Job Description

• Responsible for supporting CCAD residents/patients and their families establishing effective means of communication with all departments and professionals, during their stay.

Responsible for ensuring that all complaints, suggestions, feedback and requests of CCAD residents/patients and their families are registered, and appropriate action is taken as per CCAD Healthcare policies and procedures.

• Gender: Preference for males, as we currently have 3 males and 6 females, and the role involves handling potentially challenging situations
• Experience: Previous experience in customer service (e.g., banks, Customer Happiness Centers, etc.)
• Education: Minimum of a bachelor’s degree
• Work Schedule: Willingness to work in shifts

PRIMARY JOB DUTIES AND RESPONSIBILITIES

• Ensures that all information regarding complaints, suggestions, feedback and requests from CCAD residents/patients and their families is correctly and timely registered as per current policies and procedures.
• Consults with CE Lead and other CE specialists regarding intra and interdisciplinary issues.
• Works with the interdisciplinary team to promote and protect patients’ rights and the psychosocial wellbeing of all residents and families.
• Responds to social issues identified by residents/patients and families to determine satisfaction with services being provided.
• Participates in resident/patient and family, formal and informal interviews and ensures that their requirements are met.
• Educates staff regarding the role of the Care Excellence team in the facility and promotes activities that enhance the experience of residents/patients and their families during their journey.
• Collaborates in the investigation of residents/patients/families’ complaints/grievances and provides appropriate/timely response as per CCAD policies and procedures.
• Serves as an impartial liaison between the patient/resident/family and hospital departments/administration, promoting a positive relationship and acting as a vehicle for responding to patient complaints while supporting reconciliation, compromise or settlement.
• Proactively rounds on units, serving as a resource to residents, families, and staff – thereby facilitating identification of issues relating to a patient’s hospital experience.
• Supports responsive relationships with residents of varying cultural, socioeconomic, and religious backgrounds to ensure that needs of all patients are handled with sensitivity.
• Represents CCAD in the handling of escalated concerns and grievances, the outcome of which is communicated to the line manager.
• Participates in committees/task forces and other special projects as required to support patient satisfaction and experience.
• Solves minor issues immediately as it arises, with the support and guidance of CE Lead.
• Other work –related duties as assigned.