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Patient Experience Officer

JOB Type
Requisition ID

Duties and Responsibilities:

  • Motivate, inspire and provide guidance to staff
  • Lead the team by setting a good example “role model”
  • Prepare staff schedule and arrange staff duty as per operational needs
  • Check the staff and prepare hospital forms like, (absences, leave, overtime..etc.)
  • Ensure that staff are assisting patients and visitors with cheerful & courteous manner all the time
  • Have an in-depth knowledge of the hospital and the geographical layout of all buildings
  • Supervise daily shift to ensure that work flow is adhering the operations procedure
  • Make daily rounds to ensure outstanding customer care all the time
  • Resolve patients complaints in quick and logic manner to enhance the patient satisfaction and quality of service
  • Support team in resolving customer complaints to enhance the patient satisfaction and quality of service
  • Support new team members in working through induction program, ensure that they have the necessary knowledge to effectively participate in the team
  • Attend codes: White and Mercy
  • Recognize & celebrate team and individual accomplishments & exceptional performance
  • Manage the response process to the incoming inquires via phone and emails to ensure adequate responses within time efficient
  • Handle social media complaints
  • Oversee playrooms
  • Demonstrates compassionate communication skills while providing support and care to the patients as “the patient is the center of our care”.

    Other Job Functions:

  • Perform all duties and tasks in line with the Person Centered Care values.
  • Adherence to all policies, plans and programs within the Fakeeh Care.
  • Perform duties as per the code of conduct requirement and ethical standards as outlined in the HCM policies and guidelines.
  • Complete mandatory education as per the requirement at least one month prior to expiration.
  • Maintain up to date knowledge on information relating to quality and safety, accreditation, policy management and document management systems.
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