Job Description

Job Purpose:

To oversee and improve patient satisfaction by ensuring high-quality, compassionate care, addressing patient and staff concerns, training staff in customer service, and collaborating with departments to solve day-to-day issues and enhance the overall patient experience.

Key Responsibilities And Duties

• Motivates, inspires, and provides guidance to staff to ensure excellence in performance.
• Leads the team by setting a positive example and acting as a role model.
• Prepares staff schedules and arranges duties based on operational needs.
• Checks and processes staff-related forms, such as absences, leave requests, and overtime.
• Ensures staff always assist patients and visitors in a cheerful and courteous manner.
• Maintains in-depth knowledge of the Fakeeh Health Care facility layout and services to provide guidance and support.
• Supervises daily shifts to ensure workflow adheres to operational procedures.
• Conducts daily rounds to monitor and ensure exceptional customer care.
• Resolves patient complaints promptly and logically, supporting the team in addressing concerns to improve satisfaction and service quality.
• Assists new team members through the induction program, ensuring they have the necessary knowledge to perform effectively.
• Attends and supports emergency codes White and Mercy.
• Recognizes and celebrates team and individual accomplishments and exceptional performance.
• Manages responses to inquiries received via phone and email, ensuring timely and adequate responses.
• Monitors and ensures compliance of officers with KPIs.
• Collects and analyzes officer data to prepare and present weekly or monthly reports on patient experience.
• Handles social media complaints, ensuring timely and effective resolution.
• Ensures staff consistently provide discharge support to patients if applicable.
  

Requirements

Job Requirements

Skills And Abilities

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

Experience: 3-5 years of experience in similar position in healthcare setting

Education: Bachelor’s degree in Healthcare Administration, Business Administration, Hospitality

Management, or a related field.

Language: Fluency in written & Spoken English and Arabic

Licenses / Certifications: N/A

Language

• N/A