Senior Officer- Guest Experience-Guest Experience

Job Description:

Responsible for partnering with practice and operational teams with in-the-moment service recovery and assistance. If the practice and operations has attempted to assist that patient, but they needs additional resources, the Patient Experience Officer can be called upon to assist. In addition, they are a resource for information and additional enhancement to the experience of all SSMC visitors. On a continuous basis, the Patient Experience Officers gathers and provides feedback to management on trends in regards to the patient and family experience for quality improvement purposes.

• Promotes a welcoming and friendly atmosphere to the patients and visitors
• Ensures greeting patients, relatives, staff and visitors in a professional and courteous manner
• Assists in a crisis situation, the practice in controlling the flow of visitors and providing guidance and information to the patients and their family
• Manages visitors by communicating the visiting time, amenities available, and services SSMC provides
• Explains facility policies and procedures for patients, families and visitors
• Assists the patient with their concerns that are not able to be solved by their care team directly
• Facilitates sharing patient concerns with an appropriate staff member(s), and assist coordinates the resolution of the case among multidiscipline team if appropriate. Follows the case until closure, if needed arranging a family meeting between the practice/operations and the patient and/or their family.
• Maintains records of patient requests and concerns using the patient experience database system in an efficient manner for quality improvement opportunities
• Communicates with patients and relatives in person with excellent standards of customer care
• Assists patient with information on how to submit a formal complaint
• Maintains confidentiality of patient information in accordance with facility policy

Accountabilities

• Ensures all written documents are clear and in the appropriate format
• Maintains the highest standards of patient care

Experience :

-

Required:

• 2-4 years of relevant experience

Desired:

• Experience in a large Healthcare facility

Educational

Qualification:

Required:

• Bachelors degree or equivalent in Business Administration or relevant field OR Diploma in relevant field with 3 years of additional experience

Desired:

• Master’s Degree or equivalent in Business Administration or any other relevant field