Patient Experience Executive

Job Description

Welcome & greet patients and direct them appropriately to the relevant departments giving clear instructions.Provide hospital information and answer patient queries.Complaints are handled in a structured, timely and professional manner which is fair, courteous and respectful of privacy, to identify problems and to continuously improve the departments services.Ensure patients have an overall good patient experience.Liaison between departments when required.Manage the reception and waiting areas.Handles telephone enquiries and directs queries accordingly.Follows the duty schedule as assigned by the supervisor which includes different shift timings as per the need of the department.Strictly adheres to NMC’s regulations and policies especially those related to infection control, patient safety & JCI.Supports Continuous Quality Improvement and participates and contributes to all the quality assurance activities of the service.Exercises effective interpersonal skills in dealings with department staff, colleagues and management.Maintains patient & staff confidentiality.Participates in hospital trainingsTo assist in basic translation as and when required.Occupational Safety and Health Management Systems:Comply with reasonable OSH instructions, policies and safe working proceduresUse of appropriate personal protective equipment and safety systems.Be familiar with emergency and evacuation proceduresNot willfully or recklessly endanger anyone’s health and safetyAssist with the preparation of risk assessmentsReport OSH Hazards, incidents, Near misses and issuesReduce, Reuse, Recycling of waste as much as possibleAttend all OSH Trainings, awareness programs and mock drills.Participates in the OSHMS audits, inspections, ensuring standards are maintainedAdditional duties/responsibilities (related to ADHICS) assigned to this position in clear, concise language:Health Information Literacy and Skills:Adhere to information systems policies and procedures as required by Health Care Organization.Privacy, Confidentiality of Health Information:Follow security and privacy policies and procedures to the use of networks, including intranet and Internet.Follow confidentiality and security measures to protect electronic health information.Maintain data integrity and validity within an information system.Report any possible breaches of confidentiality in accordance with organizational policies.Health Information/Data Technical Security: Apply departmental and organizational data and information system security policiesBasic Computer Literacy Skills:Use basic word processing, spreadsheet and desktop presentation applications as applicable to your work.Demonstrate proficiency in Windows operating environment.Demonstrate use of email, addressing, forwarding, attachments, netiquette.BCP ROLES AND RESPONSIBILITIES:Responsibilities of staff (including all contractors) are:Achieving an adequate level of general awareness regarding business continuity Being aware of the contents of their service areas disaster recovery plan and any specific role or responsibilities allocated.Participating actively in the business continuity programme when requiredEnsuring information governance standards continue to be applied to data and information during an incidentResponsibilities:Welcome & greet patients and direct them appropriately to the relevant departments giving clear instructions.Provide hospital information and answer patient queries.Complaints are handled in a structured, timely and professional manner which is fair, courteous and respectful of privacy, to identify problems and to continuously improve the departments services.Ensure patients have an overall good patient experience.Liaison between departments when required.Manage the reception and waiting areas.Handles telephone enquiries and directs queries accordingly.Follows the duty schedule as assigned by the supervisor which includes different shift timings as per the need of the department.Strictly adheres to NMC’s regulations and policies especially those related to infection control, patient safety & JCI.Supports Continuous Quality Improvement and participates and contributes to all the quality assurance activities of the service.Exercises effective interpersonal skills in dealings with department staff, colleagues and management.Maintains patient & staff confidentiality.Participates in hospital trainingsTo assist in basic translation as and when required.Occupational Safety and Health Management Systems:Comply with reasonable OSH instructions, policies and safe working proceduresUse of appropriate personal protective equipment and safety systems.Be familiar with emergency and evacuation proceduresNot willfully or recklessly endanger anyone’s health and safetyAssist with the preparation of risk assessmentsReport OSH Hazards, incidents, Near misses and issuesReduce, Reuse, Recycling of waste as much as possibleAttend all OSH Trainings, awareness programs and mock drills.Participates in the OSHMS audits, inspections, ensuring standards are maintainedAdditional duties/responsibilities (related to ADHICS) assigned to this position in clear, concise language:Health Information Literacy and Skills:Adhere to information systems policies and procedures as required by Health Care Organization.Privacy, Confidentiality of Health Information:Follow security and privacy policies and procedures to the use of networks, including intranet and Internet.Follow confidentiality and security measures to protect electronic health information.Maintain data integrity and validity within an information system.Report any possible breaches of confidentiality in accordance with organizational policies.Health Information/Data Technical Security: Apply departmental and organizational data and information system security policiesBasic Computer Literacy Skills:Use basic word processing, spreadsheet and desktop presentation applications as applicable to your work.Demonstrate proficiency in Windows operating environment.Demonstrate use of email, addressing, forwarding, attachments, netiquette.BCP ROLES AND RESPONSIBILITIES:Responsibilities of staff (including all contractors) are:Achieving an adequate level of general awareness regarding business continuity Being aware of the contents of their service areas disaster recovery plan and any specific role or responsibilities allocated.Participating actively in the business continuity programme when requiredEnsuring information governance standards continue to be applied to data and information during an incidentQualifications:Preferably a college graduate in any disciplineStrong interpersonal, verbal and written communication skills.Excellent command of oral and written English and Arabic language

Keyskills :
Word processing spreadsheet and desktop presentation verbal and written communication skills