Patient Relations Officer Full Time

Responsibilities

• Refer patients to appropriate health care services or resources.
• Investigate and direct patient inquiries or complaints to appropriate medical staff members and follow up to ensure satisfactory resolution.
• Explain policies, procedures, or services to patients using medical or administrative knowledge.
• Read current literature, talk with colleagues, continue education, or participate in professional organizations or conferences to keep abreast of developments in the field.
• Collect and report data on topics such as patient encounters and inter-institutional problems, making recommendations for change when appropriate.
• Develop and distribute newsletters, brochures, or other printed materials to share information with patients or medical staff.
• Provide consultation or training to volunteers or staff on topics such as guest relations, patients’ rights, and medical issues.
• Ensures adequate and efficient cover of staff, allocates and manages leaves within the department
• Manages staff in an effective manner and ensures a supportive environment for a team members
• Works closely with medical, nursing and other appropriate clinical, administrative and other staff and ensures the role and functions of the service are both understood easily accessible.
• Identify and share research, recommendations, or other information regarding legal liabilities, risk management, or quality of care.

Working Relationships

• Facilitate communication between the patient or patient’s family members and the hospital.
• Obtain and exchange information, documents, advice etc that will assist in the service of the patient.
• Supervise other administrative personnel as required and directed.
• Develop effective networks.

Decision Making Authority

• Assess patients’ complaints and other relevant materials and make appropriate referrals and communications.
• Prioritize work load to meet changing and conflicting priorities in an appropriate manner.
• Determine the effectiveness of systems, processes and procedures within the Front Office, making improvements within determined parameters.

Position Requirements/Qualifications

• Desirable, but not essential, tertiary qualifications in Business or equivalent.
• Computer training: MS Word, Excel, Outlook, databases, Internet.
• Knowledge of medical terminologies.
• 3-5 years experience working in the UAE or affiliated regions.

Position Criteria Other Skills/Abilities

• High level of integrity and ability to maintain confidentiality.
• Highly developed interpersonal and relationship building skills.
• High level organisation skills and the ability to apply initiative, discretion and judgment.
• High level of proficiency in spoken and written Arabic and English languages.
• Well developed analytical and conceptual skills, including demonstrated ability to assimilate new concepts and information.
• Capacity to organise and prioritise own workload within established routines, policies, procedures and guidelines including the ability to adjust workloads and priorities in light of emerging issues.
• Ability to work in a team and autonomously.
• Capacity for maintaining a high degree of accuracy and quality.
• Experience in a similar position would be highly regarded.
• Good communications skills are needed.
• Emotional maturity and knowing how to handle stressful situations.
• Active listening and giving full attention to what other people are saying, taking time to understand the points being made, asking questions as appropriate, and not interrupting at inappropriate times.
• Social perceptiveness and being aware of others’ reactions and understanding why they react as they do.
• Coordination and adjusting actions in relation to others’ actions.
• Good persuasion and negotiation skills