Patient Experience Officer

Job Description

• Interact with patients and their families to address concerns or special needs that may arise during their course of treatment.
• Document patient and family feedback that come in person, by the phone, web form, e-mail etc.
• Maintain the patient and family feedback database.
• Advise and assist patients/families understand/navigate the health system and care processes.
• Actively listen to patient/family concerns and link to internal and external resources
• Liase with the clinical team and administration to solve problems that patients may have.
• Respond to and investigate complaints and concerns and communicate identified issues to appropriate staff.
• Collect data about patient care problems, prepare reports, analyze trends, and report information to the Direct Manager.
• Facilitate, promote and advocate effective communication between patients and healthcare professionals.
• To resolve conflict and concerns.
• Work independently, referring to and liaising with clinical and non-clinical management, to ensure patients concerns and unacceptable standards of care are resolved appropriately, ensuring corrective action is taken.
• Facilitate the resolution of patient and family concerns with staff and physicians

Skills

Strong active listening, empathy, negotiation, conflict management, tact and diplomacy, mediation and problem-solving skills.

Demonstrated knowledge of Privacy and Confidentiality.

Excellent attendance and discipline free record.

Fluent in written and spoken English and Arabic.