Patient Experience Specialist

23 يناير، 2023

0 6 3 دقائق

الوصف الوظيفي

Patient Experience Specialist I AF Health I Healthcare

Role Purpose:

The role incumbent is responsible for overseeing day-to-day activities of clinical and non-clinical staff across all facilities to ensure service excellence across all levels, functions and departments. This role is serving as a liaison between the corporate Head of Departments and the staff on the ground.

Roles and Responsibilities:

Complaint Management

Receiving ticekt for complaints raised. Performing and coordinating complaint investigation gathering additional information, when necessary. Working closely with other departments to complete the complaints cycle. Maintains Complaints KPI and presents data to the Complaints Committee
Contacts patients for escalated cases, to obtain information and maintains the communication until complaint is closed

Service Excellence

Supports with the Development, implementation, and compliance of the customer service plan including the service delivery performance, reporting and status both qualitatively and quantitatively, under the guidance of the Patient Experience Manager
Ensuring the patient needs are central to the service and that appropriate and timely care is provided to all patients
Oversees teams on the ground to ensure that grooming standards/customer service/communication standards are meeting and exceeding business expectations.

Learning & Development

Support with identifying the needs of the business, designing, organizing and conducting Training programs and development plans to improve employees’ performance and quality standards and ensure organizational productivity.
Mainains training calendar that is presented to management and Head of the Departments
Coordinating training for new processes and system changes, digital projects, including, Telehealth and Adhoc requests. Issuing participation certificates and maintaining training tracker

Google Review

Handles customer reviews coming from google business page
Monitirs google ratings and works on action plan for improvements.

Performance Improvement Audits

Overseeing day-to-day activities/performance of clinical and non-clinical staff across all facilities to ensure service excellence across all levels, functions and departments using dashboards and through clinic visits.
Providing consultative Services to the Units Management and employees on all related matters.
Serving as a liaison between the corporate Heads of Departments and the staff on the ground. Reports and presents to management challenges/suggestions and action plan for improvement initiatives, under the guidance of the Patient Experience Manager.

Brand Reputation & Customer Centricity

Handling incoming customer reviews coming from Google business, Social Media accounts preserving the company’s reputation.
Supporting and working closely with Head of Patient Experience & Digital Engagement for the Patient Focus Group Meetings held quarterly. This includes planning, collating patient data, inviting patents, maintaining the Minutes of Meeting, post the meeting follow up on action plan, which is an ongoing Quality Improvement process to improve Patient Experience.

Operations

Coordinating with UIC for onboarding for all new joiners in the PRE/CCC/PRS department, including accounts activation, assets & uniform allocation, inclusions to DLs, trainings, inclusion to meetings etc.
Coordinating with UIC the PRE/CCC/PRS allocation for new joiners and old staff according to the business’ needs and employees’ competencies, under the guidance of the Head of Patient Experience & Digital Engagement. Monitoring KPIs and patients’ feedback to evaluate F.O. staffing requirements.
Maintaining Leave Tracker and coordinating with UICs for approvals for leaves, ensuring adequate manpower for smooth operations.
Conducting weekly meetings with PRS/CCC/CC to communicate important updates, discuss challenges and work on action plans. Presenting KPIs and discussing outcomes with UICs/PRS and informing Head of Patient Experience & Digital Engagement on performance updates.

Patient Satisfaction Surveys

Handling the Online Patient Surveys cycle, and monitoring patients’ feedback. Preparing quarterly reports and presenting to the Head of Patient Experience & Digital Engagement for improvements discussion.
Monitoring feedback daily to identify concerns raised and notify the respective department before impacting the patient experience.
Maintaining and auditing Calls tracker for courtesy calls made by the PRS.

Analytics

Collecting reports on different metrics, including KPIs required for DHA reporting, and consolidating the information across all clinics. Presenting comparison dashboard to the Head of Patient Experience & Digital Engagement.
Monitoring service delivery KPIs daily to measure efficiencies and report any concerns in a timely manner, before impacting the patient experience.

المهارات

Minimum Qualifications and Knowledge:

Education:

Bachelor University Degree required.
Degree level qualification in business administration/management desirable.

Minimum Experience and Knowledge:

Significant experience in management of a team of administrators.
Significant experience working in customer care and administration/booking administration roles with demonstrated

Job-Specific/Technical Skills required to complete the tasks:

Strong leadership and supervisory skills
Exceptional written and oral communication skills
Good decision-making skills
Strong operational thinking skills
Critical Thinking
Conflict & Complaint Management
Multitasking
Process review skills
Excellent interpersonal skills
Excellent IT skills
Customer service skills to include; diplomacy, patience, problem solving with a range of clientele
Empathetic and compassionate approach to customer care