Senior Patient Experience Officer (Al Dhafra Hospitals)
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Key skills for this role
About the Role
SEHA is seeking a Senior Patient Experience Officer to manage the Patient Experience department at Al Dhafra Hospitals. The role involves handling patient complaints, ensuring high-quality services, and supervising daily operations.
Key Skills for This Role
Responsibilities
- Handle patient complaints and ensure all complaints or incidents at the point of service are resolved
- Ensure all unresolved complaints or incidents are reported to the complaint Officer
- Provide recommendations to management to improve services of the department/section
- Provide regular feedback to Manager on patient and customer service issues and assist in planning new initiatives
- Provide periodical reports to management related to the Patient Experience department/section
- Manage the overall administration of the department/section and services provided with the help of subordinates
- Supervise daily operations within the department/section
- Prepare schedule for departmental/sectional staff
- Develop and/or coordinate training to support and improve staff performance, customer service delivery and process improvement
- Ensure all patient needs, requests and concerns are responded to in a timely and appropriate manner
- Ensure confidentiality of patient information is preserved in accordance with facility policy
- Promote communication between patients, their families and staff
Requirements
- 4 6 years of relevant experience in a healthcare facility
Full Job Posting
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 appro
Responsibilities
- Handling Patient Complaints: Ensuring all patient complaints or incidents in the point of service are resolved.
- Ensuring all unresolved complaints or incidents are reported to the complaint Officer.
- Providing recommendations to management in order to improve the services of the department/section.
- Providing regular feedback to Manager on patient and customer service issues and assisting him/her in planning any new initiatives for improvement in the department/section.
- Providing periodical reports to the management related to the Patient Experience department/section.
- Providing inputs for committees, panels and task forces as required.
- Managing the efficient functioning of the department.
- Managing the overall administration of the department/section and the services provided with the help of subordinates.
- Participating in the development and implementation of the patient experience programs in the facility.
- Supervising the daily operations within the department/section.
- Preparing schedule for the departmental/sectional staff.
- Developing and/or coordinating training to support and improve staff performance, customer service delivery and process improvement.
Qualifications
- Qualification:
- Special Certificate:
- Required: 4 6 years of relevant experience in a healthcare facility
- Desired: N.A.
About Us
- Abu Dhabi Healthcare Company (SEHA) is the largest and most comprehensive healthcare network in the UAE that was established in 2007 with the objective of operating all public hospitals and clinics across the Emirate of Abu Dhabi.
- SEHA is committed to delivering world class healthcare services using the most advanced diagnostics and systems across its network of public healthcare centers and hospitals in addition to partnering with global leaders in healthcare, including world renowned organizations such as the Mayo Clinic.
About The Team
- Al Dhafra hospitals is a premier medical institution located in Al Dhafra, encompassing six hospitals which are Madinat Zayed, Ghayathi, Marfa, Delma, and Liwa.
- In addition, the institution also includes four clinics which are Bida Mutawa, Abu Al Abyad Clinic, Sir Bani Yas Clinic, and Al Dhafra Family Medicine Center (DFMC).
- Together, these hospitals and clinic provide coverage across 16 different specialties including inpatient and outpatient medical services covering different fields and specialties, including internal medicine, pediatrics, gynecology & obstetrics, general surgery, anesthesia, pharmacy services, labor
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