Senior Patient Officer-Sakina-ADBS-Patient Access Services

Job Description

Responsible for managing the Patient Experience department/section within the facility with guidance from the Patient Experience Manager in order to ensure that patients receive high quality services from the facility and also to ensure that patient services are being provided according to the approved policy and procedures.

Responsible for providing patients and their families with on the spot help and information and high quality customer service. Also responsible for providing customer information and feedback to the staff and management for quality purposes.

• Coordinating logistics and medical care in case of emergency
• 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 same to the relevant Manager/Senior Officer

Providing statistical data and/or reporting on monthly and adhoc basis for management related to point of service issues

Ensuring all patient requests and concerns are recorded and tracked using department’s database system in efficient manner

• Acting as a visible point of contact in order to provide information and support to the 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

• 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

Responsibility to Management:
Using own initiatives and perform duties and tasks assigned period, due dates and in the required format.

• Demonstrate ability to prioritize tasks ensuring functioning of the area
• Follow the chain of command in reporting incidents/complaints or any concerns
• Prioritize workload and complete correspondence in a timely manner
• Provides information to prospective customers and hospital staff by answering all specific inquiries regarding patients’ queries
• Promote incident, customer complaint reporting to improve patient and family care
• Promote and contribute to the overall Culture of Safety

• Accepts additional duties, as assigned
• Performs duties and tasks as per the Hospital Code of Conduct and in line with Hospital Vision & Mission
• Maintains regular working hours as per employee contract
• Promotes a “blame free” culture of transparency with a friendly & open working environment for all employees
• Use own initiatives and perform duties and tasks within assigned period, due dates and in the required format

• Diploma in relevant field with 3 years of additional experience

• Bachelor's degree or equivalent in Business Administration or relevant field OR Master Degree in Business Administration or relevant field