Job Description

The Chief Patient Happiness Officer is responsible of implementing all policies and procedures that ensure the delivery of the best possible services to clients; coordinate with relevant government and private entities to fulfill the Center's operations; ensure that services are delivered in line with approved standards and requirements through coordination with different departments. And to contribute in the development of work plans and mechanisms for the Patient Happiness Section, establish performance indicators for the department's activities and initiatives, and support the achievement of the Center's patient satisfaction goals.


General Tasks

Implement policies and procedures that ensure the highest quality of services to clients. Ensure proper work organization and service delivery in accordance with approved service standards. Participate in the development and implementation of strategic and operational plans for the department and submit periodic reports to the direct supervisor and relevant organizational unit. Support the execution of departmental work plans and programs and prepare performance and progress reports and data submissions as needed. Contribute to measuring and auditing performance indicators related to departmental services and client satisfaction, and submit related periodic reports. Identify and analyze risks and develop mitigation plans in coordination with other organizational units. Ensure compliance with all standards and requirements set by government entities. Implement the performance indicators approved by Dubai Government in coordination with the relevant organizational unit. Ensure proper documentation and organization of files and results for participation in government awards if required. Answer all incoming calls to the Contact Center and submit monthly reports to the Head of the Patient Affairs Department.

Specialized Tasks

Assist in fulfilling patient needs and service requests raised by various organizational units and ensure their closure. Implement departmental work plans and programs and submit performance and progress reports and data as required. Respond to general inquiries from patients and their families, explain the services offered by the Center, and forward specialized inquiries to the relevant departments. Participate in applying standards and requirements related to customer service development programs issued by regulatory bodies. Ensure the delivery of services in line with best practices and departmental policies. Conduct patient satisfaction studies by distributing surveys to outpatient and inpatient clinics. Register patient data and requested services in the approved system. Submit all reports related to the Contact Center and performance indicators. Conduct customer satisfaction studies and distribute surveys in both outpatient and inpatient departments. Coordinate with relevant government and private entities to meet the needs of People of Determination (e.g., Police, Anti-Narcotics Unit, Community Development Authority). Receive suggestions and complaints, provide appropriate mechanisms for resolution, follow up on issues, and implement useful external customer suggestions in collaboration with concerned departments. Prepare external correspondence (e.g., To Whom It May Concern letters, letters to Police, Anti-Narcotics, Community Development Authority). Handle all patient-related administrative tasks (e.g., opening medical files, scheduling appointments, following up on medical reports, patient admissions).

Qualifications

Academic Qualifications,


High school diploma or bachelor's degree in business administration, , healthcare or any related field.
Experience


3 Years - 7 Years of experience in the same field.