Specialist-Patient Access
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Key skills for this role
About the Role
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 fa.
Key Skills for This Role
Responsibilities
- Coordinate logistics and medical care in emergencies
- Handle patient complaints and resolve conflicts
- Act as a liaison between patients, families, and staff
- Ensure patient information confidentiality
- Prepare reports on patient issues and concerns
- Coordinate with nursing staff and physicians
- Promote a culture of safety and customer service
Requirements
- Experience in patient access or healthcare coordination
- Strong communication and interpersonal skills
- Ability to handle complaints and resolve conflicts
- Knowledge of healthcare policies and procedures
- Proficiency in data entry and reporting
Full Job Posting
Role Overview
- Coordinating logistics and medical care in case of emergency
- Solving facility problems related to breakdowns
- Coordinating with other departments for repairs
- Coordinating with police, civil defense, municipality for escalated circumstances
- Ensuring early notification of accident arrivals through coordination between ambulance, police, doctors and nurses
- Providing doctors with complete patient information for treatment
- Controlling conflicts regarding serious accidents or deaths
- Making additional rounds and solving problems in medical wards
- Prioritizing comfort for end of life patients and grieving families
Patient Relations
- Handling patient complaints
- Assisting in resolving conflicts within point of service
- Acting as intermediary between patients, families and staff
- Providing information on how to submit a formal complaint
- Preparing reports on unresolved patient issues for management
- Recording and tracking patient requests and concerns using database system
- Managing patient relations as a visible point of contact
- Attending to patient needs and setting time frames for resolution
- Maintaining confidentiality of patient information
- Following up with services provided by various wards
- Coordinating with nursing staff and physicians to minimize complaints
- Calling patient relatives about treatment issues
Internal Relations
- Liaising closely with facility staff to build good relationships
- Promoting communication between patients, families and staff
- Providing customer service and support
- Explaining facility policies and procedures
- Encouraging feedback through facility surveys
- Collecting data on patient care concerns and making recommendations
Management and Compliance
- Using own initiative to perform duties within deadlines
- Promoting and contributing to overall Culture of Safety
- Identifying department and hospital objectives and supporting management
- Demonstrating ability to prioritize tasks
- Following chain of command for reporting incidents/complaints
- Prioritizing workload and completing correspondence timely
- Providing information to prospective customers and hospital staff
- Promoting incident and complaint reporting to improve care
- Accepting additional duties as assigned
- Performing duties per Hospital Code of Conduct and Vision & Mission
- Maintaining regular working hours per contract
- Promoting blame free culture of transparency
Complaint Management
- Investigating face to face complaints thoroughly and timely
- Communicating respectfully and empathetically with complainants
- Recording, tracking, and monitoring all complaints and survey feedback in Service Improvement Platform
- Ensuring accuracy of data entry
Compliance and Regulatory
- Complying with SEHA facility policies, procedures, and practices
- Completing and maintaining regulatory requirements including licensure, certification, and mandatory training
- Maintaining confidentiality of information exchanged or received
- Assuming role of brand ambassador and promoting customer focused philosophy
- Maintaining positive and effective working relationships within and across departments
- Performing any other duties as assigned relevant to the role
- Adhering to Occupational Health and Safety, Materials Management, and Maintenance standards
- Adhering to infection control guidelines
- Understanding and adhering to emergency preparedness plans/policies
- Recognizing need for continuous skill development
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