Senior Patient Experience Executive

Sharjah, United Arab Emirates

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Job Category: Administration
:

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.
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.
Follows the duty schedule as assigned by the team supervisor which includes different shift timings as per the need of the department
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.
Participates in hospital trainings.
Roster management
Coaching and mentoring your team.

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.
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.
Follows the duty schedule as assigned by the team supervisor which includes different shift timings as per the need of the department
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.
Participates in hospital trainings.
Roster management
Coaching and mentoring your team.

Qualifications:

2+ years of experience in customer service role or relevant field, Healthcare experience in UAE will be an advantage.

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