Patient Access Specialist; Sakina

Responsibilities

• 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 any conflict that occurs regarding the arrival of serious accident or death
• Making additional rounds as necessary and solving problems in the medical wards
• Ensuring the prioritization of comforts when patients are near end of life and family is grieving
• 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 the same to the relevant Manager/Senior Officer
• Providing statistical data and/or reporting on monthly and ad-hoc basis for management related to point of service issues
• Ensuring all patient requests and concerns are recorded and tracked using the department’s database system in an efficient manner
• Acting as a visible point of contact to provide information and support to 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
• Liaising closely with facility staff in order to build and maintain good relationships with them
• Promoting communication between patients, their families and staff
• 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
• Using own initiatives and performing duties and tasks assigned within 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 supporting Management in fulfilling these objectives
• Demonstrating ability to prioritize tasks ensuring functioning of the area
• Following the chain of command in reporting incidents/complaints or any concerns
• Prioritizing workload and completing correspondence in a timely manner
• Providing information to prospective customers and hospital staff by answering all specific inquiries regarding patients’ queries
• Promoting incident and customer complaint reporting to improve patient and family care
• Accepting additional duties as assigned
• Performing duties and tasks as per the Hospital Code of Conduct and in line with Hospital Vision & Mission
• Maintaining regular working hours as per employee contract
• Promoting a “blame free” culture of transparency with a friendly & open working environment for all employees
• Ensuring face‑to‑face complaints are investigated thoroughly in a timely manner, communicated respectfully and empathetically with complainant within agreed timescales
• Ensuring recording, tracking and monitoring all face‑to‑face complaints, survey feedback comments across all stages and procedures in the Service Improvement Platform and ensuring accuracy of data entry
• Complying consistently with facility policies, procedures and practices and ensuring alignment with SEHA facility policies
• Completing and maintaining regulatory requirements, including licensure and certification and…