Patient Experience Officer - UAEN

at  NMC Healthcare

Main Responsibilities
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Acts as a patient advocate.
-
Supports and contributes to the achievement of the optimum delivery of quality services to patients and familymembers.
-
Conducts daily rounds on patients and family members to assess customer satisfaction and ensure optimal patientexperience. Updates line manager regularly of the findings from these rounds.
-
Seeks the assistance of relevant disciplines/employees first from the department and second from inter-department communication to ensure patients’ comfort and satisfaction.
-
Contacts and organizes multi-disciplinary meetings with families and patients on a regular basis and as required.
-
Provides information about ProVita International Medical Center LLC (PIMC) services and related enquiries asrequired.
-
Provides immediate patient/family support.
-
Anticipates and/or resolve patient/family concerns.
Coordinates with other disciplines to deliver solutions.
-
Listens to families’ suggestions and recommendations and raises these to the appropriate discipline within PIMC.
-
Delivers appropriate social counseling to patients and families with line manager.
-
Networks with community agencies and social organizations to plan and organize patients’/families’ social activities.
-
Assists in Discharge planning with clinical team.
-
Assists the overall functions of the Business Development Department and assists line manager and DepartmentHead as needed within the scope of the Department’s work.
Operational Responsibilities
-
Arranges appointments for residents to attend other health care facilities as needed.
-
Arranges with family members and Provita staff to have regular MDT meetings.
-
Liaises with the SIC and Medical staff to ensure appointments are obtained in a timely manner.
-
Exercises courtesy, consideration and sensitivity in dealing with patients, members of the public and employees.
-
Acts with integrity in the performance of you official duties and in the use of official equipment and facilities.
-
Maintains the strict confidentiality of patient, family and employees and other information.
-
Respects cultural customs and religious beliefs of customers and their families
-
Ensures that the Department utilizes personnel and material resources effectively.
-
Acts competently, loyally and in a trustworthy manner in accordance with the PIMC’s vision, mission, and corporatevalues
-
Maintain client and staff confidentiality subject to any threat to personal harm or the harm of others, as inaccordance with UAE law
-
Works collaboratively with colleagues.
-
Participates in Quality improvement programs ensuring that local and International standards are followed.
-
Liaises with other disciplines and support groups.
-
Participates in the systematic continuing development of own work performance and skills.
-
Manages time effectively
-
Other tasks as assigned by the Client Service Manager.
Communication
-
Communicates with a wide range of people on a wide range of matters.
-
Develop and maintain communication with people on complex matters, Issues and ideas and/or in complexsituations.
-
Communicates effectively and calmly in difficult situations.
-
Maintains confidentiality of organization Information.
-
Communicates the mission, vision and values of the facility internally and externally.
Personal and People Development
-
Recognizes the necessity to continuously develop own management skills and acquire additional knowledgeappropriate to the position.
-
Participate in own performance review at agreed Intervals.
-
Participate in regional and national events In order to further knowledge and share best practice.
-
Dresses appropriately to the expectations of the specific work areas and Occupational Health and Safety Policy.
Service Improvement
-
Takes the lead to develop, take forward and evaluate direction, policies and strategies of NMC ProVita.
Involves and engages others in discussions about service direction and improvements.
-
Works with others to develop strategic plans and business objectives for the service.
Confidentiality
-
Maintains confidentiality of all information in accordance with NMC ProVita policy and UAE Professional Code ofConduct for staff.
Team Work
-
Provides clarity to the Coding team about what objectives need to be achieved.
-
Deals with performance issues and gives feedback, encouraging and coaching staff to reach their full potential.
-
Proactively develop effective team working operationally and with all departments.
-
Acts as a role model for all staff.
-
Acts as a mentor for senior reports, targeting them for training and development into leadership roles.
-
Is supportive and fair to all team colleagues.
-
Attends meetings as requested.
Quality, Health, Safety and Security:
-
Adheres to the requirements of the Environment Health and Safety Management System.
-
Understands and adheres to emergency preparedness, fire safety and code policies/plans.
-
They shall undertake his/her roles and responsibilities in accordance with general requirements of OSHAD SF-Element01-Roles and responsibilities and self-regulation
-
Has the responsibility for Environmental, Occupational Health and safety and Infection prevention and Control withinthe entire facility.
-
They shall report any hazard / risk and conduct a risk assessment at their area
-
They have to complete their mandatory education and competencies as well as their specific education andcompetencies
-
They shall report any serious injury or non-serious injury.
-
They shall be participated emergencies mock drills
-
Follow up and correct the deficiencies identified during the inspections/audits that relates to them.
-
They shall attend OHS related committee meetings5
Main Responsibilities
-
Acts as a patient advocate.
-
Supports and contributes to the achievement of the optimum delivery of quality services to patients and familymembers.
-
Conducts daily rounds on patients and family members to assess customer satisfaction and ensure optimal patientexperience. Updates line manager regularly of the findings from these rounds.
-
Seeks the assistance of relevant disciplines/employees first from the department and second from inter-department communication to ensure patients’ comfort and satisfaction.
-
Contacts and organizes multi-disciplinary meetings with families and patients on a regular basis and as required.
-
Provides information about ProVita International Medical Center LLC (PIMC) services and related enquiries asrequired.
-
Provides immediate patient/family support.
-
Anticipates and/or resolve patient/family concerns.
Coordinates with other disciplines to deliver solutions.
-
Listens to families’ suggestions and recommendations and raises these to the appropriate discipline within PIMC.
-
Delivers appropriate social counseling to patients and families with line manager.
-
Networks with community agencies and social organizations to plan and organize patients’/families’ social activities.
-
Assists in Discharge planning with clinical team.
-
Assists the overall functions of the Business Development Department and assists line manager and DepartmentHead as needed within the scope of the Department’s work.
Operational Responsibilities
-
Arranges appointments for residents to attend other health care facilities as needed.
-
Arranges with family members and Provita staff to have regular MDT meetings.
-
Liaises with the SIC and Medical staff to ensure appointments are obtained in a timely manner.
-
Exercises courtesy, consideration and sensitivity in dealing with patients, members of the public and employees.
-
Acts with integrity in the performance of you official duties and in the use of official equipment and facilities.
-
Maintains the strict confidentiality of patient, family and employees and other information.
-
Respects cultural customs and religious beliefs of customers and their families
-
Ensures that the Department utilizes personnel and material resources effectively.
-
Acts competently, loyally and in a trustworthy manner in accordance with the PIMC’s vision, mission, and corporatevalues
-
Maintain client and staff confidentiality subject to any threat to personal harm or the harm of others, as inaccordance with UAE law
-
Works collaboratively with colleagues.
-
Participates in Quality improvement programs ensuring that local and International standards are followed.
-
Liaises with other disciplines and support groups.
-
Participates in the systematic continuing development of own work performance and skills.
-
Manages time effectively
-
Other tasks as assigned by the Client Service Manager.
Communication
-
Communicates with a wide range of people on a wide range of matters.
-
Develop and maintain communication with people on complex matters, Issues and ideas and/or in complexsituations.
-
Communicates effectively and calmly in difficult situations.
-
Maintains confidentiality of organization Information.
-
Communicates the mission, vision and values of the facility internally and externally.
Personal and People Development
-
Recognizes the necessity to continuously develop own management skills and acquire additional knowledgeappropriate to the position.
-
Participate in own performance review at agreed Intervals.
-
Participate in regional and national events In order to further knowledge and share best practice.
-
Dresses appropriately to the expectations of the specific work areas and Occupational Health and Safety Policy.
Service Improvement
-
Takes the lead to develop, take forward and evaluate direction, policies and strategies of NMC ProVita.
Involves and engages others in discussions about service direction and improvements.
-
Works with others to develop strategic plans and business objectives for the service.
Confidentiality
-
Maintains confidentiality of all information in accordance with NMC ProVita policy and UAE Professional Code ofConduct for staff.
Team Work
-
Provides clarity to the Coding team about what objectives need to be achieved.
-
Deals with performance issues and gives feedback, encouraging and coaching staff to reach their full potential.
-
Proactively develop effective team working operationally and with all departments.
-
Acts as a role model for all staff.
-
Acts as a mentor for senior reports, targeting them for training and development into leadership roles.
-
Is supportive and fair to all team colleagues.
-
Attends meetings as requested.
Quality, Health, Safety and Security:
-
Adheres to the requirements of the Environment Health and Safety Management System.
-
Understands and adheres to emergency preparedness, fire safety and code policies/plans.
-
They shall undertake his/her roles and responsibilities in accordance with general requirements of OSHAD SF-Element01-Roles and responsibilities and self-regulation
-
Has the responsibility for Environmental, Occupational Health and safety and Infection prevention and Control withinthe entire facility.
-
They shall report any hazard / risk and conduct a risk assessment at their area
-
They have to complete their mandatory education and competencies as well as their specific education andcompetencies
-
They shall report any serious injury or non-serious injury.
-
They shall be participated emergencies mock drills
-
Follow up and correct the deficiencies identified during the inspections/audits that relates to them.
-
They shall attend OHS related committee meetings5

Please refer the Job description for details