Job Description

Roles & Responsibilities

Job Purpose: To support and implement initiatives that enhance patient satisfaction, address concerns, gather and analyze patient feedback, and collaborate with staff to ensure a positive and patient-centered care experience within the assigned facility.

Key Responsibilities and Duties:

1. Responds promptly and professionally to inquiries from patients, visitors, and staff, whether in person or by telephone.
2. Provides accurate and helpful information to patients, visitors, and the public in a clear and professional manner.
3. Performs daily rounds in inpatient rooms, outpatient clinics, waiting areas, and other facilities if applicable.
4. Identifies and documents findings during rounds and takes appropriate actions to resolve issues or escalates them as necessary.
5. Greets visitors and guests and directs them appropriately.
6. Receives and documents informal complaints and forwards them to the Patient Relations team.
7. Attends and supports emergency codes White and Mercy.
8. Assists patients during the discharge process to ensure a smooth and satisfactory experience if applicable.
9. Supports and enhances the overall patient journey by fostering a patient-centered approach.
10. Records all activities and findings related to inpatient rounds if applicable.
11. Maintains an in-depth understanding of the Fakeeh Health Care facility layout and services to provide accurate information and assistance.
12. Resolves customer complaints promptly and logically to enhance satisfaction and improve service quality.
13. Supports the collection and analysis of patient feedback to identify opportunities for improvement.

All Fakeeh Care employees are responsible for continuous improvement, including:

1. Performing all duties and tasks in a manner that supports Fakeeh s Person-Centered care values.
2. Actively contributing to continuous improvement initiatives, within the scope of the role.
3. Adherence to safety protocols and proactively seeking to address any job-related safety concerns.
4. Maintaining strict confidentiality of all sensitive information accessed or encountered during work.
5. Complying with cybersecurity policies and standards to protect Fakeeh s systems and participating in awareness training and initiatives to prevent cyber threats.
6. Adhering to and upholding Fakeeh Care s code of conduct, policies and ethical standards.
7. Completion of mandatory education as per the requirement, at least one month prior to expiration.

Skills and Abilities:

• Time management skills
• Computer skills MS Office.
• Organization skills.
• Communication skills.
• Presentation skills.
• Analytical skills.
• Problem solving skills.

Desired Candidate Profile

Experience: 0 - 2 years of experience in patient relations, customer service, or a healthcare related role.

Education: Bachelor s degree in Healthcare Management, Hospitality, Customer Service, or a related field.

Language: Fluency in written & spoken English and Arabic