Duties and Responsibilities:

• Monitor and report daily line staff attendance, absenteeism and lateness to the Line Manager to resolve service shortfalls.
• Monitor quality of service provided by Customer Relations Officer in terms of professionalism, accuracy and speed.
• To ensure that clinic patient lists of all clinics are prepared in advance.
• Training new line staff
• Prepare line staff schedule and arrange the staff duty as work needed.
• Evaluate the staff (annual, probation and etc.) under their responsibilities.
• Organize emergency cover for Customer Relations Officers where a shortfall cannot be filled by relocating staff.

• Communicate with accounting to solve any problems (rejection claims from companies)
• Receive and resolve the OVR and patients complaints.
• IT related problems: Receive complaints from line staff, raise to IT, monitor resolution of IT problems or escalate as required. Patients:
• Identify and solve problems with individual patients that are raised to them by line staff or raise the issue to their line manager if not resolvable.
• Monitor patient flow efficiency, identify areas of attention and suggest resolution to the line manager.
• Prepare weekly and monthly report on OPD transaction. Workplace:
• Monitor waiting areas under their responsibility are maintained in a presentable manner with regular rounding of all areas.
• Ensure that the reception stock is available and distribute in all areas.
• Responsibilities: Compliance
• Attend all mandatory lectures and training.
• Be aware of and implement all relevant company policies and procedures.
• Comply with the code of conduct provided by the employer.
• Follow the directions of the appointed emergency officers (e.g. Fire wardens) and/or the principal and his/her appointed representatives in the event of an emergency or an Emergency Drill.
• Follow all lawful instructions as required by line manager. Monitoring
• Monitors and reports any issues related to safety in the immediate work area
• Identify areas of inefficiency and suggest improvement ideas.
• Maintain the work area in a clean and tidy condition at all times. Values
• Treat all customers, colleagues, community members and other stakeholders with respect and dignity at all times. – Uphold a high ethical and professional standard and represent the organization positively at all times.
• 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.
• Knowledge of Safety and Environmental concerns according to Fakeeh Care policy and procedure.
• Monitor and reports any issues related to safety in the immediate work area i.e. frayed or tattered electrical cords, faulty equipment that poses a risk to staff operating it, maintaining a clean uncluttered work area.
• Is able to verbalize and demonstrate understanding of the reporting mechanism (OVR system) for any risk identified in the performance of the job duties.
• Is able to identify appropriate waste procedures for office materials (paper, empty ink cartridges) and equipment as to not pose an environmental contamination risk.

JOB REQUIREMENTS / QUALIFICATIONS :

Education:

Bachelor Degree

Experience:

3 years’ experience in a customer service related field preferable

Language:

Excellent command of verbal and written English, Arabic language skills preferred but not essential. Required Licenses: N/A