Job Description

Patient Experience Officer-Longevity Clinic – Admin

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.

RESPONSIBILITIES

• 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
  

QUALIFICATIONS

Experience :-

Required:

• 2-4 years of relevant experience
  

Desired:

• Experience in a large Healthcare facility
  

Educational Qualification: Required:

• Bachelor’s 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
  

ABOUT US

At SSMC, we firmly believe that the human touch is a fundamental part of care. We understand that health care is both an art and a science, running deeper than simply diagnosing and treating those who rely on us. Our SSMC Model of Care puts our patients at the forefront of our purpose and at the heart of everything we do, ensuring that the needs of our patients come first. Every one of our patients receives individualized attention from a multidisciplinary team of experts who collaborate closely to deliver trusted and compassionate care. From the very first point of contact with SSMC, to the moment patients are back home, we ensure speciality-specific care at every stage and in every interaction. As one of the largest tertiary hospitals in the UAE, SSMC provides access to specialist medical treatments and advanced diagnostics, with a commitment to becoming a Destination Medical Center in the UAE and wider region.

ABOUT THE TEAM

About Sheikh Shakhbout Medical City (SSMC)

SSMC is the largest tertiary hospital in the UAE and serves to elevate the provision of health care services in the nation under the mandate of the Abu Dhabi Economic Vision 2030.

Supported by the latest diagnostic and treatment modalities available, SSMC offers care in 44 specialties. A team of locally and internationally trained medical, clinical and admin professionals work seamlessly together, which promotes comprehensive interdisciplinary learning, allowing SSMC to become a leading hub for integrated patient-centric medical services in the region.

As the region’s leading tertiary facility, SSMC has 742 patient beds, 18 operating theatres, and includes a hybrid operating room, 26-bed neonatal intensive care unit, and the UAE’s largest pathology lab.