Patient Relations - Officer

Position Overview

We are seeking a dedicated and compassionate Patient Relations Officer to serve as a vital bridge between patients, their families, and our esteemed healthcare providers at Fakeeh Healthcare. In this role, you will play a pivotal part in fostering a patient-centered environment by identifying and addressing patient needs, resolving concerns, and ensuring a seamless healthcare experience. Your expertise in communication, problem-solving, and customer service will be instrumental in upholding our commitment to excellence in patient care.

Key Responsibilities

The Patient Relations Officer will be responsible for the following core duties:

• Liaison and Communication: Act as the primary point of contact for patients, their families, and healthcare providers, including administration, staff, nurses, and physicians. Facilitate open and transparent communication to ensure all parties are aligned and informed.
• Complaint Management: Receive, document, and address patient concerns and complaints from diverse sources, such as Duty Managers, staff, official forms, social media platforms, and the FakeehAPP. Provide patients and their families with a platform to share their experiences and unresolved issues with healthcare providers.
• Issue Resolution: Investigate patient inquiries and escalate concerns in accordance with hospital policies and procedures. Ensure timely resolution of issues and follow up with relevant departments to confirm that patient needs are met promptly and effectively.
• Patient Updates and Satisfaction: Provide regular updates to patients regarding the status and progress of their complaints. Confirm patient satisfaction through proactive follow-ups and ensure their concerns are addressed to the highest standard.
• Policy and Procedure Guidance: Clearly explain Fakeeh Healthcare facility policies, procedures, and available services to patients, families, and visitors. Ensure they are fully informed and empowered to navigate their healthcare journey with confidence.
• Quality Monitoring: Monitor the quality of care and services within assigned departments to identify areas for improvement and ensure consistent patient satisfaction. Collaborate with healthcare teams to implement best practices and enhance the overall patient experience.
• Reporting and Documentation: Prepare, maintain, and submit monthly reports on complaints and patient feedback to the Supervisor or Manager. Utilize the PG comments dashboard to track trends, analyze data, and recommend improvements where necessary.
• Cross-Functional Collaboration: Facilitate effective communication and coordination between patients, families, healthcare providers, and administrative staff. Act as an advocate for patients while maintaining a balanced and professional approach.
• Additional Responsibilities: Perform other duties as assigned within the scope of the role, ensuring flexibility and adaptability to meet the evolving needs of the healthcare facility.

Qualifications and Requirements

To excel in this role, candidates must meet the following criteria:

• Education: A Bachelor's degree in Healthcare Administration, Business Administration, Social Sciences, or a related field is required.
• Experience: A minimum of 0 to 2 years of experience in customer service, patient relations, or a related field is preferred. Prior exposure to the healthcare industry is a strong advantage.
• Language Proficiency: Fluency in both written and spoken English and Arabic is essential to effectively communicate with diverse patient populations and stakeholders.
• Skills and Abilities: Exceptional interpersonal and communication skills, with a strong aptitude for problem-solving and conflict resolution. Demonstrated ability to work in a fast-paced environment while maintaining a high level of professionalism and empathy.

Join our team and contribute to a healthcare environment where patient satisfaction and care are at the forefront. Your dedication and expertise will make a meaningful difference in the lives of our patients and their families.