Key Responsibilities:
♦ Provides support and assistance to patients and their families during their stay at the hospital or visit to the clinics or any other department. This includes helping patients with admission and discharge processes, guiding them to different departments and answering general queries
♦ Listens and collects patients’ complaints (verbal or written) and informs Patient Relations Manager in order to initiate corrective actions for resolution of complaints
♦ Refers to Patient Relations Manager for unresolved complaints, confidentiality issues and/or any other severe issue such as abuse/harassment etc.
♦ Answers patients’ questions and their families about the Hospital policies, procedures, patients’ rights and responsibilities, available services and helps them to get all needed information
♦ Conducts patient satisfaction surveys to discharged inpatients and outpatients based on patient sampling and performs data entry
♦ Responds to patients’ needs and assists them when needed in order to fulfill their requests (i.e. room transfer, taking papers and approvals from Third Party Payers, taking appointments, assisting the patient in requesting diet modification when possible, securing wheelchairs or other needs, informing maintenance department about malfunctions, etc.)
Job Requirements:
♦ TS degree or holder of a High School Diploma with 1 year of relevant work experience
♦ Customer service-oriented and active listener
♦ Excellent communication and interpersonal skills
♦ Customer service oriented
♦ Very good knowledge of written and spoken Arabic, English and French
♦ Proficient knowledge in the use of Microsoft Office
