Patient Experience Executive

Full job description

Greets patients or their families and finds out the nature of their enquiry.

Provides information to assist patients or refer them to appropriate contact, either in the organization or elsewhere.

Advocates patients’ and their families’ rights and responsibilities, confidentiality, information, and education.

Develops and maintains the feedback/complaint procedure for customers to use and receive redressal.

Communicates all information to the Floor Supervisor on a daily basis.

Expedites the flow of visitors/patients and ensures that each person receives outstanding customer service by providing a friendly environment.

Provides information about medical insurance coverage to patients and checks the same diligently before sending the patient to the doctor.

Investigates patient/visitor concerns and implements appropriate courses of action.

Keeps accurate records of discussions or correspondence with customers.

Performs duties of handling patient/telephone/cash/back office work as specified in the duty roster.

Performs other related duties incidental to the work described herein as and when assigned by higher authorities.

Complies with all OSH and infection control policies, standards, and procedures and cooperates with hospital management to meet those requirements.

Works in accordance with documented OSH procedures and instructions, following specific responsibilities.

Is familiar with emergency and evacuation procedures.

Notifies OSH hazards, incidents, near misses, and issues, and assists with the preparation of risk assessments and incident reports.

Complies with waste management procedures and policies.

Attends applicable OSH/infection control training programs, mock drills, and awareness programs.

Uses appropriate personal protective equipment and safety systems.

Greets patients or their families and finds out the nature of their enquiry.

Provides information to assist patients or refer them to appropriate contact, either in the organization or elsewhere.

Advocates patients’ and their families’ rights and responsibilities, confidentiality, information, and education.

Develops and maintains the feedback/complaint procedure for customers to use and receive redressal.

Communicates all information to the Floor Supervisor on a daily basis.

Expedites the flow of visitors/patients and ensures that each person receives outstanding customer service by providing a friendly environment.

Provides information about medical insurance coverage to patients and checks the same diligently before sending the patient to the doctor.

Investigates patient/visitor concerns and implements appropriate courses of action.

Keeps accurate records of discussions or correspondence with customers.

Performs duties of handling patient/telephone/cash/back office work as specified in the duty roster.

Performs other related duties incidental to the work described herein as and when assigned by higher authorities.

Complies with all OSH and infection control policies, standards, and procedures and cooperates with hospital management to meet those requirements.

Works in accordance with documented OSH procedures and instructions, following specific responsibilities.

Is familiar with emergency and evacuation procedures.

Notifies OSH hazards, incidents, near misses, and issues, and assists with the preparation of risk assessments and incident reports.

Complies with waste management procedures and policies.

Attends applicable OSH/infection control training programs, mock drills, and awareness programs.

Uses appropriate personal protective equipment and safety systems.

Preferably a graduate in any discipline.

Minimum 1-year experience as a receptionist in a patient-focused environment and operation of a multi-line switchboard system is preferable. Interest in working in a hospital-related environment.

Proficient in technology applications; basic MS Office (Word, Excel, & PowerPoint), MS Outlook, and Internet Explorer skills.

Must have exceptional interpersonal skills, maturity, good judgment, and be capable of communicating professionally with a diverse range of individuals; superior phone etiquette skills.

Patient-focused, service-oriented, patient, and understanding.

Efficient organizational skills; ability to handle multiple responsibilities under pressure while maintaining composure.

Ability to work independently with minimal supervision.

Reliable, punctual, dependable, and responsive.

Excellent command of oral and written English. Arabic language is advantageous/desirable but not essential.

Industries: Health, Wellness & Fitness

Function: Others