Job Description

Coordinates and maintains patient rights by educating patients, responding to patient and patient family concerns/complaints; resolving patient concerns and reporting unresolved issues. Ensures that policies, practices, procedures, and Patients’ Bill of Rights are followed.

Key responsibilities

• Attends to patients/families and responds to their inquiries and complaints and liaises with concerned Departments to ensure satisfactory solution.2. Coordinates, investigates and resolves patients’ complaints and grievances concerning the quality of care and services.3. Provides expertise on patients’ needs and expectation and acts to educate staff and physicians concerning these issues.4. Serves as a central source and referral for information concerning patient right and responsibilities.5. Conducts daily rounds on patients based on the scheduled assignments.6. Responds to IPA ticketing system and outreach requests.7. Participates in training and orientation of new staff joining the department about the roles and responsibilities of Patient Advocates.8. Keeps a record of all complaints and related correspondence. Prepares official response for management review and feedback.9. Maintains patient and family confidence by keeping complaint information confidential.10. Prevents complaints by counseling with supervisors and managers who see a problem developing; offering suggestions to resolve potential complaints; modifying practices that cause repeated complaints.11. Collects and administers patient satisfaction data and inputs data in the electronic database. Utilizes feedback to facilitate system improvements to ensure patient satisfaction. 12. Provides patients/significant others with feedback on issues of concern.

Other responsibilities

• Saudi Nationals only.

Education

• Master’s or Bachelor’s Degree in Social Services, Psychology, Hospital Administration, Public Relations, or other related discipline is required.

Experience

• One (1) year of related experience with Master’s ,or three (3) years with Bachelor’s is required.