A well-known and well-reputed Company based in Dubai, United Arab Emirates is looking for an experienced, skilled, competent, mature, qualified, creative, and intelligent candidate with significant knowledge and relevant working experience for the position of “Patient Relation Manager”.
||Saudi German Hospitals Group|
|Qualification||Bachelors Degree | Masters Degree (Relevant Subject)|
|Experience||4 – 6 years of Relevant Experience Required|
|Monthly Salary||17,000 AED – 19,000 AED|
|Employment Type||Full Time | Permanent
|Company Size||50-100 Employees|
Experience : 4+ Years of experience working as Patient Relations Manager / Supervisor
3.1. Conducts rounds every day for the patients either personally or by delegation.
3.2. Receives patients’ satisfaction questionnaires, analyzes it, and concludes the results.
3.3. Suggests solutions addressing the concerned department, and follow ups actions taken.
3.4. Supervises all her delegates in every concerned area and submits reports to the CEO.
3.6. Manages in-house Patients’ Complaint Monitoring System, analyzing and giving solutions in collaboration with Patients’ Relation Committee with a copy of generated reports to the CEO.
3.7. Liaises with all department heads for any service provided taking a decision to solve any raised problem to satisfy clients and improve services.
3.8. Arranges weekly meetings with his/her subservient to implement the rules and regulations that he/she sees will improve the services provided.
3.9. Submits monthly reports on her activities to CEO & TQM Directorates.
4.1. Implements the quality improvement programs in coordination with Total Quality Management Department and Customer Services for patient relations by monitoring indicators and functioning as Q.I. representative in the customer service collecting data, trending reports, and coordinating the activities with all departments concerned.
4.2. Implements improvements in the Customer Service Relations on the basis of customers’ suggestions.
4.3. Conducting patient’s education during hospitalization and documenting it on the patient’s file as appropriate; discussing aspects of patient’s rights in selected lectures or workshops; discussing patients’ education efforts in formal meetings to gain the employees’ supports.
4.4. Assist the non-Arabic healthcare providers in interpreting instructions and advice to the patients in an easy language so that it can be understand. Patient Relations Officer shall obtain patient’s feedback to ensure understanding.
4.5. Provides information to family members when the patient is unable to understand the instructions in a situation where patient is a comatose, neonate/infant, mentally disabled or impaired.
4.6. Assist upon request of patient in explaining the informed consent, if the patient feels that the previous explanation is insufficient. In this case, the Patient Relation Officer shall verify with the treating physician before doing so.
4.7. Serves as an instrument in reflecting the ethical standards by: checking accuracy of patient’s bill as requested; honestly portraying Hospital services to the patient such as refusing to accept any tip in view of services rendered; performing indirect but ethical marketing that is by reflecting the good image and reputation of SGH; ensuring that provision of care is not affected by the patient’s inability to pay.
4.8. Participates in handling medico-legal case by making him/herself available as interpreter to both patient and healthcare giver during the scenario.
4.9. Prepares trended reports and submits the same to the T.Q.M. Manager through the proper channels of communications.
4.10. Deals with other staff involved in a situation with the patient by referring the same to the concerned department head (following the proper channels of communications).
4.11. Attends departmental and other meetings where resolving patients’ issues are concerned.
4.12. Reports to work on time and attends to patient’s problems in due time by returning to the patient and giving them the feedback of action taken.
4.13. May perform other duties as required by the Management from time to time
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