Job Description

Job Description

Responsible to provide a range of duties related to the overall patient experience.

• Managing Patient Experience
• Operational Management
• Compliance with Regulations
• Staff Supervision and Training
• Scheduling and Workflow Optimisation
• Patient Safety and Care
• Performance Metrics and Reporting

Risk Management and Incident Reporting

Responsibilities

• Welcome & greet patients and direct them appropriately to the relevant departments giving clear instructions.
• Provide hospital information and answer patient queries.
• Complaints are handled in a structured, timely and professional manner which is fair, courteous and respectful of privacy, to identify problems and to continuously improve the department’s services.
• Manage complaints register, ensuring key stakeholders are updated in order to do a root cause analysis and look at process improvements.
• Manage VIP patients accordingly.
• Ensure patients have an overall good patient experience.
• Liaison between departments when required.
• Manage the reception and waiting areas.
• Handles telephone enquiries and directs queries accordingly.
• Monitor employee scheduling of the department to ensure operational coverage.
• Provide support related to attendance, leave, overtime, staff allocations, uniform, dress code and personal hygiene.
• Maintain quality service by ensuring quality customer service standards, identifying trends & recommending process improvements.
• Support marketing events, being a point of contact for potential new patients.
• Supporting corporate patient experience initiatives.
• Working closely with the Quality Department and provide applicable data for KPIs.
• Assist the Medical Director with patient communication related to clinical complaints and ensure minutes of meetings are completed.
• Ensure Patient Experience Committee meetings are held, as per the complaints management policy.
• Strictly adheres to NMC’s regulations and policies especially those related to infection control,  patient safety & JCI.
• Supports Continuous Quality Improvement and participates and contributes to all the quality assurance activities of the service.
• Exercises effective interpersonal skills in dealings with department staff, colleagues and management.
• Maintains patient & staff confidentiality.
• Orientate new joiners and sign of probation periods.
• Ensure professional conduct and discipline within the team is followed.
• Provide support in the recruitment and selection process of team members.
• Monitor employee scheduling of the department to ensure operational coverage.
• Provide support related to attendance, leave, overtime, staff allocations, uniform, dress code and personal hygiene.
• Support staff engagement initiatives.
• Continuously monitor and measure plans against quality indicators and department objectives, ensuring regular audits are in place, analyse the data and give relevant feedback.
• Complete yearly appraisals and coach & developing the team.
• Maintain quality service by ensuring quality customer service standards, identifying trends & recommending process improvements.
• Complaint management & process improvements linked to overall patient experience.
• Participates in Hospital training programs.
• To create and continuously maintain an enabling environment where people can develop and grow. 
• To ensure that performance management contracts are in place for the team.
• Conduct and document bi-annual performance conversations  .
• Identify high potential talent and ensure that development plans are facilitated in cooperation with Human Resources.
• Ensure that a training plan is developed and monitored to ensure continuous sharing of knowledge and skill.
• Monitor the quality of onboarding for new employees; new employees are orientated and probation periods are signed off  .
• Maintain professional conduct and discipline within the team.
• Work closely with the recruitment team to recruit and select competent employees .
• Monitor employee scheduling of the department to ensure sufficient operational coverage

Qualifications

• Bachelor’s Degree – Any discipline or related fields. Master’s degree will be an advantage.
• 3+ years of experience in customer service role or relevant field, Healthcare experience in UAE will be an advantage