Job Description

Description

Job Purpose

To support and implement initiatives that enhance patient satisfaction, address concerns, gather and analyze patient feedback, and collaborate with staff to ensure a positive and patient-centered care experience within the assigned facility.

Key Responsibilities And Duties

• Responds promptly and professionally to inquiries from patients, visitors, and staff, whether in person or by telephone.
• Provides accurate and helpful information to patients, visitors, and the public in a clear and professional manner.
• Performs daily rounds in inpatient rooms, outpatient clinics, waiting areas, and other facilities if applicable.
• Identifies and documents findings during rounds and takes appropriate actions to resolve issues or escalates them as necessary.
• Greets visitors and guests and directs them appropriately.
• Receives and documents informal complaints and forwards them to the Patient Relations team.
• Attends and supports emergency codes White and Mercy.
• Assists patients during the discharge process to ensure a smooth and satisfactory experience if applicable.
• Supports and enhances the overall patient journey by fostering a patient-centered approach.
• Records all activities and findings related to inpatient rounds if applicable.
• Maintains an in-depth understanding of the Fakeeh Health Care facility layout and services to provide accurate information and assistance.
• Resolves customer complaints promptly and logically to enhance satisfaction and improve service quality.
• Supports the collection and analysis of patient feedback to identify opportunities for improvement.
  

All Fakeeh Care employees are responsible for continuous improvement, including

• Performing all duties and tasks in a manner that supports Fakeeh’s Person-Centered care values.
• Actively contributing to continuous improvement initiatives, within the scope of the role.
• Adherence to safety protocols and proactively seeking to address any job-related safety concerns.
• Maintaining strict confidentiality of all sensitive information accessed or encountered during work.
• Complying with cybersecurity policies and standards to protect Fakeeh’s systems and participating in awareness training and initiatives to prevent cyber threats.
• Adhering to and upholding Fakeeh Care’s code of conduct, policies and ethical standards.
• Completion of mandatory education as per the requirement, at least one month prior to expiration.
  

Requirements

Skills and Abilities

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

Experience

0 – 2 years of experience in patient relations, customer service, or a healthcare related role.

Education

Bachelor’s degree in Healthcare Management, Hospitality, Customer Service, or a related field.

Language

Fluency in written & spoken English and Arabic.