Patient Affairs Excellence Officer

Role Overview

Organizational Accountabilities

• Perform work according to approved policies, processes, procedures, and instructions.
• Identify opportunities for continuous improvement, cost reduction, and productivity improvement.
• Ensure day-to-day activities are performed in line with policies and procedures.
• Follow up on escalated cases and issues to support efficient and timely closure.

Functional Accountabilities

• Serve as a point of contact for patients and families to receive concerns, suggestions, and compliments.
• Document and follow up on patient complaints and service issues.
• Coordinate with clinical and administrative departments to resolve patient issues.
• Educate patients and families about rights, responsibilities, and support services.
• Participate in service recovery efforts.
• Collect patient feedback through surveys, interviews, and other tools.
• Monitor patient waiting areas and service points for patient needs.
• Maintain accurate and confidential records of patient interactions and resolutions.
• Promote courtesy, respect, and clear communication.

Knowledge and Experience

• At least 1–3 years of experience in patient relations, customer service, or healthcare-related support.
• Familiarity with patient rights, hospital service policies, and complaint-handling procedures.
• Strong interpersonal and communication skills for high-pressure or emotional situations.
• Ability to manage multiple tasks with empathy and professionalism.
• Experience documenting service interactions and resolving service-related issues.

Education and Certifications

• A bachelor’s degree in Healthcare Administration, Social Work, Public Relations, or a related field is required.
• Training or certification in Customer Service, Patient Experience, or Healthcare Quality is preferred.

Skills and Attributes

• Good verbal and written communication skills in Arabic and English.
• Strong proficiency in Microsoft Office, including Word, Excel, PowerPoint, and Outlook.
• Ability to prepare reports and meeting minutes and maintain accurate records.
• Time management skills with attention to detail and accuracy.
• Basic knowledge of IT service workflows and healthcare IT systems is desirable.
• Ability to manage confidential information professionally.
• The source also lists dependability, adaptability, integrity, self-motivation, confidence, and a positive attitude.