Senior Patient Experience Officer-Sakina-ADBS-Patient Access Services

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SEHA is seeking a Senior Patient Experience Officer to lead the Patient Experience department in Abu Dhabi, ensuring quality service in line with policy. The role provides help and information to patients and families, handles complaints, records requests, and coordinates with clinical and support staff during emergencies while maintaining confidentiality and promoting a culture of safety. Requirements include a diploma in a relevant field with three years of experience; a bachelor’s or master’s in Business Administration is preferred. Tips: tailor your resume to highlight patient facing service, conflict resolution, data reporting, cross functional coordination and policy compliance, quantify impact, and demonstrate on site collaboration and a patient centered approach.

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Responsible for managing the Patient Experience department/section within the facility with guidance from the Patient Experience Manager in order to ensure that patients receive high quality services from the facility and also to ensure that patient services are being provided according to the approved policy and procedures.
 

Basic Purpose of the role Responsible for providing patients and their families with on the spot help and information and high quality customer service. Also responsible for providing customer information and feedback to the staff and management for quality purposes. Key Responsibilities of the role Key Responsibilities of the role Corresponding 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 role Corresponding 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. 

Required: 

Diploma in relevant field with 3 years of additional experience 

Desired :

Bachelor's degree or equivalent in Business Adminsitration or relevant field OR Master Degree in Business Adminsitration or relevant field