Assistant Patient Experience Officer-Patient Experience

JOB DESCRIPTION Responsible for partnering with practice and operational teams with in-the-moment service recovery and assistance. If the practice and operations have attempted to assist that patient, but they need additional resources, the Assistant Patient Experience Officer, with guidance from the Patient Experience Officer, can be called upon to assist. In addition, they are a resource for information and additional enhancement to the experience of all SSMC visitors. RESPONSIBILITIES

1. Promotes a welcoming and friendly atmosphere for the patients and visitors.
2. Ensures to greet patients, relatives, staff, and visitors in a professional and courteous manner.
3. Manages visitors by communicating the visiting time, amenities available, and services SSMC provides.
4. Explains facility policies and procedures for patients, families, and visitors.
5. Assists the Patient Experience Officer with patient concerns that are not able to be solved by their care team directly.
6. Assists with facilitating sharing patient concerns with appropriate staff member(s), with guidance from the Patient Experience Officer, coordinating with a multidisciplinary team if necessary.
7. Provides support in resolving conflicts within the point of service and acting as an intermediary between patients, families, and staff.
8. Maintains records of patient requests and concerns using the patient experience database system in an efficient manner for quality improvement opportunities.
9. Communicates with patients and relatives in person with excellent standards of customer care.
10. Assists patients with information on how to submit a formal complaint.
11. Maintains confidentiality of patient information in accordance with facility policy.
12. Encourages patients, families, and visitors to provide their feedback through the facility surveys.

Accountabilities

1. Communicates with patients and relatives in person with excellent standards of customer care.
2. Collaborates well with colleagues inside and outside of Patient Experience.
3. Ensures all written documents are in the appropriate format.
4. Maintains the highest standards of patient care.

QUALIFICATIONS Experience: Required:

1. 1-2 years in a similar role.

Desired:

1. Experience in a large healthcare facility.

Educational Qualification: Required:

1. Diploma in relevant field.

Desired:

1. Bachelor's degree or equivalent in any relevant field.

ABOUT US At SSMC, we firmly believe that the human touch is a fundamental part of care. We understand that health care is both an art and a science, running deeper than simply diagnosing and treating those who rely on us. Our SSMC Model of Care puts our patients at the forefront of our purpose and at the heart of everything we do, ensuring that the needs of our patients come first. Every one of our patients receives individualized attention from a multidisciplinary team of experts who collaborate closely to deliver trusted and compassionate care. From the very first point of contact with SSMC, to the moment patients are back home, we ensure specialty-specific care at every stage and in every interaction. As one of the largest tertiary hospitals in the UAE, SSMC provides access to specialist medical treatments and advanced diagnostics, with a commitment to becoming a Destination Medical Center in the UAE and wider region. ABOUT THE TEAM About Sheikh Shakhbout Medical City (SSMC) SSMC is the largest tertiary hospital in the UAE and serves to elevate the provision of health care services in the nation under the mandate of the Abu Dhabi Economic Vision 2030. Supported by the latest diagnostic and treatment modalities available, SSMC offers care in 44 specialties. A team of locally and internationally trained medical, clinical, and admin professionals work seamlessly together, which promotes comprehensive interdisciplinary learning, allowing SSMC to become a leading hub for integrated patient-centric medical services in the region. As the region’s leading tertiary facility, SSMC has 742 patient beds, 18 operating theatres, and includes a hybrid operating room, 26-bed neonatal intensive care unit, and the UAE’s largest pathology lab. #J-18808-Ljbffr