Specialist, Care Excellence
Full time
na Cleveland Clinic Abu Dhabi
no
UAE
Publicado em December 30, 2024
Detalhes do emprego
PRIMARY JOB DUTIES AND RESPONSIBILITIES
- Ensures that all information regarding complaints, suggestions, feedback and requests from CCAD residents/patients and their families is correctly and timely registered as per current policies and procedures.
- Consults with CE Lead and other CE specialists regarding intra and interdisciplinary issues.
- Works with the interdisciplinary team to promote and protect patients' rights and the psychosocial wellbeing of all residents and families.
- Responds to social issues identified by residents/patients and families to determine satisfaction with services being provided.
- Participates in resident/patient and family, formal and informal interviews and ensures that their requirements are met.
- Educates staff regarding the role of the Care Excellence team in the facility and promotes activities that enhance the experience of residents/patients and their families during their journey.
- Collaborates in the investigation of residents/patients/families complaints/grievances and provides appropriate/timely response as per CCAD policies and procedures.
- Serves as an impartial liaison between the patient/resident/family and hospital departments/administration, promoting a positive relationship and acting as a vehicle for responding to patient complaints while supporting reconciliation, compromise or settlement.
- Proactively rounds on units, serving as a resource to residents, families, and staff - thereby facilitating identification of issues relating to a patient's hospital experience.
- Supports responsive relationships with residents of varying cultural, socioeconomic, and religious backgrounds to ensure that needs of all patients are handled with sensitivity.
- Represents CCAD in the handling of escalated concerns and grievances, the outcome of which is communicated to the line manager.
- Participates in committees/task forces and other special projects as required to support patient satisfaction and experience.
- Solves minor issues immediately as it arises, with the support and guidance of CE Lead.
- Other work related duties as assigned.
- Higher Diploma is required.
- Bachelor's degree in Business Administration, Healthcare Administration or related field is preferred.
- A minimum of two (2) years work experience.
- A minimum of one (1) year in customer service or complaint management experience is required.
- Health care industry experience is preferred.
- Strong understanding of general complaint handling principles required.
- Strong problem-solving and analytical skills required.
- Strong human relation and customer service skills.
- Highly developed interpersonal skills and ability to communicate effectively with others.
- Strong organizational skills and the ability to manage and prioritize workload.
- Fluency in Arabic and English (verbal and written) required.
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