Serves as a liaison between patients, their families, and Fakeeh healthcare providers, including administration, staff, nurses, and physicians. Identifies patient needs and expectations, assists in addressing concerns, and helps establish a caring and patient-centered environment.
Key Responsibilities and Duties:
- Receives, collects, and documents patient concerns and complaints from various sources, including Duty Managers, staff, official forms, social media, and the FakeehAPP.
- Provides patients and their families with the opportunity to share experiences and express unresolved issues with their healthcare providers.
- Addresses patient inquiries and communicates with relevant departments to ensure patients' needs are fulfilled promptly.
- Investigates or escalates patient complaints in alignment with hospital policies and procedures.
- Ensures timely resolution of patient concerns and confirms patient satisfaction through follow-up with the relevant departments.
- Provides regular updates to patients regarding the status and progress of their complaints.
- Explains Fakeeh Healthcare facility policies and procedures to patients, families, and visitors, ensuring they are fully informed about available services.
- Monitors the quality of care and services within assigned departments to ensure patient satisfaction.
- Facilitates effective communication and coordination between patients, families, healthcare providers, and administrative staff.
- Prepares, maintains, and submits monthly reports on complaints and the PG comments dashboard to the Supervisor / Manager.
- Other duties as assigned within the scope of the job.
Desired Candidate Profile
Skills and Abilities:
- Experience: 0 2 years of experience in customer service, patient relations, or related field.
- Education: Bachelor's degree in Healthcare Administration, Business Administration, Social Sciences, or a related field.
- Language: Fluency in written & Spoken English / Arabic.