Specialist-Patient Access (Sakina)
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Key skills for this role
About the Role
SEHA is seeking a Patient Access Specialist to coordinate logistics and medical care in emergencies, handle patient complaints, and manage patient relations. The role requires a diploma with 3 years experience or a bachelor's degree in a relevant field.
Key Skills for This Role
Responsibilities
- Coordinate logistics and medical care in case of emergency
- Handle patient complaints and act as intermediary between patients, families and staff
- Provide statistical data and reports on patient issues
- Record and track patient requests and concerns using department database
- Act as visible point of contact to provide information and support to patients, families and visitors
- Maintain confidentiality of patient information
- Liaise with facility staff to build and maintain good relationships
- Explain facility policies and procedures to patients, families and visitors
- Collect data and information about patient care concerns and make recommendations
Requirements
- Diploma in relevant field with 3 years of additional experience
- Bachelor's degree or equivalent in Business Administration or relevant field (desired)
- Knowledge of patient care and complaint management
- Strong communication and interpersonal skills
- Ability to maintain confidentiality
Full Job Posting
Key Responsibilities
- Coordinating logistics and medical care in case of emergency
- Handling patient complaints
- Reporting: Providing statistical data and/or reporting on monthly and adhoc basis
- Recording and tracking all patient requests and concerns using department’s database system
- Managing patient relations: acting as visible point of contact, attending to patient needs, maintaining confidentiality
- Ensuring internal relations: liaising closely with facility staff
- Providing customer service and support: explaining facility policies, encouraging feedback
Facility specific Responsibilities
- Using own initiatives and perform duties and tasks assigned
- Promoting and contributing to the overall Culture of safety
- Identifying and understanding the objectives of the department and hospital
- Demonstrate ability to prioritize tasks
- Follow the chain of command in reporting incidents/complaints
- Prioritize workload and complete correspondence in a timely manner
- Promote incident, customer complaint reporting
- Accepts additional duties, as assigned
- Performs duties and tasks as per the Hospital Code of Conduct
- Maintain regular working hours as per employee contract
- Promotes a blame free culture of transparency
Complaint Management
- Ensuring face to face complaints are investigated thoroughly in a timely manner
- Ensuring recording, tracking and monitoring all face to face complaints, surveys feedback comments
SEHA Compliance guidelines
- Complying with Policies, Procedures and Practices of the SEHA facilities
- Maintaining Confidentiality
- Promoting Customer Service standards
- Adhering to the Occupational Health and Safety, Materials Management and Maintenance standards
- Ensuring Personal Effectiveness
Required Qualifications
- Diploma in relevant field with 3 years of additional experience
Desired Qualifications
- Bachelor's degree or equivalent in Business Administration or relevant field OR master's degree in business administration or relevant field
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