Job Description

Responsibilities

Key Responsibilities of the roleCorresponding Key Activities performed by the role

Coordinating logistics and medical care in case of emergency

• Solving facility problems which are related to the event of breakdowns
• Coordinating with other departments in the facility to repair any local institutions if required
• Coordinating as necessary with police, civil deviancy, municipality departments regarding escalated circumstances
• Ensuring early notification of the arrival of accidents through coordination between ambulance, police, doctors and nurses
• Providing doctors with complete information about a patient that may be helpful in treatment
• Controlling of any conflict that occurs regarding the arrival of serious accident or death
• Making additional rounds as necessary and solving problems in the medical wards
• Ensure the prioritization od comforts when patients are near end of life and family is grieving.
  

Handling patient complaints

• Assisting in resolving conflicts within the point of service and acting as an intermediary between patients, families and staff
• Providing information on how to submit a formal complaint
• Preparing report on patient issues and concerns which were left unresolved and submitting same to the relevant Manager/Senior Officer
  

Reporting

• Providing statistical data and/or reporting on monthly and adhoc basis for management related to point of service issues
  

Recording and tracking

• Ensuring all patient requests and concerns are recorded and tracked using department’s database system in efficient manner
  

Managing patient relations

• Acting as a visible point of contact in order to provide information and support to the patients, their families and visitors
• Attending to patient needs, requests and concerns and setting a time frame for addressing/resolving them
• Maintaining confidentiality of patient information in accordance with facility policy
• Following up with services provided by various wards to the in-patient
• Coordinating and assisting the nursing staff and physicians to minimize patient complaints/problems
• Calling patient relatives about treatment issues or other procedures
• Helping patient and family to understand, accept and follow medical recommendations
• Giving permission for patient escort
• Ensuring the rules of visiting time are communicated to visitors
  

Ensuring internal relations

• Liaising closely with facility staff in order to build and maintain good relationships with them
• Promoting communication between patients, their families and staff
  

Providing customer service and support

• Explaining facility policies and procedures for patients, families and visitors
• Encouraging patients, families and visitors to provide their feedback through the facility surveys
• Collecting data and information about patient care concerns, needs and problems and making recommendations as appropriate
  

Facility specific Responsibilities of the roleCorresponding Activities performed by the role

Responsibility to Management

• Using own initiatives and perform duties and tasks assigned period, due dates and in the required format.
• Promoting and contributing to the overall Culture of safety.
• Identifying and understanding the objectives of the department and hospital and supports Management in fulfilling these objectives.
  

Quality & Accuracy

• Demonstrate ability to prorities tasks ensuring functioning of the area.
• Follow the chain of command in reporting incidents/complaints or any concerns.
• Priorities workload and complete correspondence in a timely mnner.
• Provides information to prospective customers and hospital staff by answing al specific inquireis regarding patients’ queries.
• Promote incident, customer complint reporting to improve patient and family care.
• Promote and contibute to the overall Culture of Safety.
  

Attitudes & Willingness

• Accepts additional duties, as assigned.
• Performs duties and tasks as per the Hospital Code of Coduct and in line with Hospital Vision & Mission.
• Maintin regualr working hours as per employee contract.
• Promotes a “blame free” culture of transparency with a friendly & open working environment for all employees.
• Use own initiatives and perform duties and tasks within assigned period, due dates and in the required format.
  

Complaint Management

• Ensuring face to face complaints are investigated thoroughly in a timely manner, communicated respectful and empathetically with complainant within agreed timescales.
• Ensuring recording, tracking and monitoring all face to face complaints, surveys feedback comments across all stages and procedures in Service Improvement Platform and ensure accuracy of data entry.
  

SEHA Compliance guidelinesCorresponding Activities performed by the role

Complying with Policies, Procedures and Practices of the SEHA facilities and other regulatory requirements

• Complying consistently with facility policies, procedures and practices and ensuring alignment with SEHA facility policies
• Completing and maintaining regulatory requirements including: licensure and certification and other mandatory training within established time frames
  

Maintaining Confidentiality Maintaining confidentiality with regards to any information exchanged or received in the current capacity of role in accordance with facility policy

Promoting Customer Service standards

• Assuming the role of a brand ambassador for the facility and promoting a customer focused philosophy in dealing with any stakeholders
• Maintaining positive and effective working relationships within the department/section and also with other departments/sections within the facility
• Performing any other duties as may be assigned relevant to the basic responsibilities of the role
  

Adhering to the Occupational Health and Safety, Materials Management and Maintenance standards

• Adhering to requirements of the Occupational Health and safety guidelines and infection control guidelines
• Understanding and adhering to emergency preparedness plans/policies
  

Ensuring Personal Effectiveness

• Recognizing the necessity of continuously developing skills and acquiring additional knowledge appropriate to the position
• Dressing appropriately to meet the expectations of the specific work area and in alignment with the Occupational Health and Safety policies
• Building key partnerships within the organization for pursuing client-centered, comprehensive, integrated systems of care
• Complying with any regulations related to the mentoring, training and development of UAE nationals staff
  

Required

QUALIFICATIONS

Diploma in relevant field with 3 years of additional experience

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Desired

Bachelor’s degree or equivalent in Business Administration or relevant field OR master’s degree in business administration or relevant field