Job Description

Description

This position will involve availability in the outpatient setup, to support and smoothen patient's visits as well as providing daily visits in the inpatient rooms, collecting patients' feedback regarding services provided and assisting them with their Needs and Wants. Also, this position may include calling patients as a follow up with their feedback (complaints) with a proper documentation for improvement purposes. The staff shall serve as a first escalation during any conflict or unsatisfied patient to ensure proper communication and assistance is being provided to them, as well as a support to Kanad colleagues. Regular rounds in the outpatient departments to assist with patients and families with their concerns, needs and wants, and serve as their voice. Serving as a first contact or escalation to defuse verbal complaints, and to ensure applying the right problem-solving skills and avoid further escalation such as Code White. Identify discharged patients, and complete the Inpatient Satisfaction Survey by visiting those patients before leaving the hospital. Visiting patients in the inpatient rooms, within 24 hours of patient's admission, to proactively ensure learning about patient's concerns, needs and wants, and assist accordingly, with the help of other colleagues and departments. Follow up calls as needed/ requested by patients, through the verbal and written feedback, and the Inpatient and Outpatient Satisfaction Surveys, and ensure proper documentation is completed for improvement purposes. This position is very essential to Kanad Hospital for its important in creating new relations as well as maintaining the hospital connection with the existed patients and families by planning and organizing visits at their home taking in consideration all the UAE cultural aspects. Patient Relations staff shall work as one-body to serve the department's purpose "Serving the community inside and outside the hospital to Improve patient experience, and Support staff with love and kindness". Demonstrate good skills in problem solving related to patients concerns and work needs. Staff may need to apply specific rules to actively do problem solving such as, Identify the problem, Emotionally distanced, Speak Softly, Involving others with finding solutions and Seek assistance from her/ his superior. Show positivity and flexibility when dealing with people (Patients and Staff). By behaving and acting consistently in accordance with Kanad Hospital's core values and code of Conduct. Treats people as individuals and shows consideration for different viewpoints and cultural backgrounds. Proactively share information and ideas with others. Works productively in a team oriented environment actively involving others. Demonstrates patience with those who might be struggling, offers help where needed. Ensures that strict confidentiality is maintained regarding Patient records, staff information and other stake holders in relation to any aspect to human resources, finance or information of a strategic or commercial nature concerning Kanad hospital. Speaks clearly and confidently without hesitation and ambiguity. Identifies the key points of an argument. Able to effectively present ideas to groups of people. Clarifies understanding by asking question. Structures verbal and written communication clearly- using summaries and restatement.

Qualification

This position is for female Arab nationals

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Education

: Diploma/bachelors preferred

Experience

Experience

: Minimum requirement is 2 years experience in a similar position, preferably in a hospital.

Excellent customer service skills

Must be Fluent in speaking Arabic and English

Good knowledge of different insurance companies, networks and rules.