Patient Experience Specialist

Job Description

Patient Experience Specialist I AF Health I HealthcareRole Purpose:The role incumbent is responsible for overseeing day-to-day activities of clinical and non-clinical staff across all facilities to ensure service excellence across all levels, functions and departments. This role is serving as a liaison between the corporate Head of Departments and the staff on the ground.Roles and Responsibilities:Complaint Management

• Receiving ticekt for complaints raised. Performing and coordinating complaint investigation gathering additional information, when necessary. Working closely with other departments to complete the complaints cycle. Maintains Complaints KPI and presents data to the Complaints Committee
• Contacts patients for escalated cases, to obtain information and maintains the communication until complaint is closed

Service Excellence

• Supports with the Development, implementation, and compliance of the customer service plan including the service delivery performance, reportingand status both qualitatively and quantitatively, under the guidance ofthe Patient Experience Manager
• Ensuring the patient needs are central to the service and that appropriate and timely care is provided to all patients
• Oversees teams on the ground to ensure that grooming standards/customer service/communication standards are meeting and exceeding business expectations.

Learning & Development

• Support with identifying the needs of the business, designing, organizing and conducting Training programs and development plans to improve employees? performance and quality standards and ensure organizational productivity.
• Mainains training calendar that is presented to management and Head of the Departments
• Coordinating training for new processes and system changes, digital projects, including, Telehealth and Adhoc requests. Issuingparticipation certificates andmaintaining training tracker

Google Review

• Handlescustomer reviews coming from google business page
• Monitirs google ratings and works on action plan for improvements.

Performance Improvement Audits

• Overseeing day-to-day activities/performance of clinical and non-clinical staff across all facilities to ensure service excellence across all levels, functions and departments using dashboards and through clinic visits.
• Providing consultative Services to the Units Management and employees on all related matters.
• Serving as a liaison between the corporate Heads of Departments and the staff on the ground. Reports and presents to management challenges/suggestions and action plan for improvement initiatives, under the guidance of the Patient Experience Manager.

Brand Reputation & Customer Centricity

• Handling incoming customer reviews coming from Google business, Social Media accounts preserving the company?s reputation.
• Supporting and working closely with Head of Patient Experience & Digital Engagement for the Patient Focus Group Meetings held quarterly. This includes planning, collating patient data, inviting patents, maintaining the Minutes of Meeting, post the meeting follow up on action plan, which is an ongoingQuality Improvement process to improve Patient Experience.

Operations

• Coordinating with UIC for onboarding for all new joiners in the PRE/CCC/PRS department, including accounts activation, assets & uniform allocation, inclusions to DLs, trainings, inclusion to meetings etc.
• Coordinating with UIC the PRE/CCC/PRS allocation for new joiners and old staff according to the business? needs and employees? competencies, under the guidance of the Head of Patient Experience & Digital Engagement. Monitoring KPIs and patients? feedback to evaluate F.O. staffing requirements.
• Maintaining Leave Tracker and coordinating with UICs for approvals for leaves, ensuring adequate manpower for smooth operations.
• Conducting weekly meetings with PRS/CCC/CC to communicate important updates, discuss challenges and work on action plans. Presenting KPIs and discussing outcomes with UICs/PRS and informing Head of Patient Experience & Digital Engagement on performance updates.

Patient Satisfaction Surveys

• Handling the Online Patient Surveys cycle, and monitoring patients? feedback. Preparing quarterly reports and presenting to the Head of Patient Experience & Digital Engagement for improvements discussion.
• Monitoring feedback daily to identify concerns raised and notify the respective department before impacting the patient experience.
• Maintaining and auditing Calls tracker for courtesy calls made by the PRS.

Analytics

• Collecting reports on different metrics, including KPIs required for DHA reporting, and consolidating the information across all clinics. Presenting comparison dashboard to the Head of Patient Experience & Digital Engagement.
• Monitoring service delivery KPIs daily to measure efficiencies and report any concerns in a timely manner, before impacting the patient experience.

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