Patient Experience Manager NMC Royal Hospital

NMC Healthcare is currently looking to hire a candidate for the job role of a Patient Experience Manager NMC Royal Hospital in NMC Royal Hospital, Khalifa City, Abu Dhabi, UAE. This is a Senior level full time job. And salary can range between 12000-25000 AED/month.

Responsibilities of Patient Experience Manager

  • Manages all aspects of individual and corporate customers of NMCRH- KC
  • Manages all new avenues of service provision of the hospital.
  • Monitoring all Front Office Executives in coordination with Front Office Supervisor/Duty Officers
  • Monitoring the call center and ensure proper functioning and continuous improvement in their services in coordination with Call center supervisor.
  • Monitoring all Duty officers, Coordinators and Supervisors performance.
  • Provide Training for all the team and ensure their compliance with the standards.
  • Monitor Patients Complaints/satisfaction and collaborate with all dept’s stakeholders for improvements.
  • Supervising all catering and hospitality activities in the hospital related to patient care services.
  • Take corrective action in situations requiring immediate intervention, including interpretation and
    administration of hospital policy and work rules.
  • Intervene and problem solves for inter-/intra-departmental issues. Facilitate interdepartmental
    communication, negotiation, and decision-making.
  • Obtain adequate facts and evaluates data to identify and intervene in actual and/or potential safety and risk management issues.
  • Document pertinent information, actions and decisions and communicates to appropriate leadership.
  • Communicate issues identified by front line staff to appropriate administrative team related to new
    administrative or departmental initiatives.
  • Ensuring that all reports and deliverables are submitted on due dates.
  • Collaborate with clinical and support staff to foster delivery of quality care.
  • Maintain visibility with hospital staff through rounds.
  • Assist in evaluating and reassigning staff during crisis situations.
  • Provide on-site management of crisis situations to prevent or minimize disruption of services.
  • Optimize resources to maintain facility operations.
  • Monitor emergency action procedures and coordinate activities related to patient/staff evacuation as needed.
  • Function as on-site coordinator for internal/external disasters or other major events.
  • Supports continuous Quality Improvement. Develops and promotes appropriate standards of care.
  • Ensures that there is compliance with the JCI & ISO requirements.
  • Provides direction for the hospital and ensures that corporate vision, mission, and objectives are fulfilled.

What you will do more

  • Inculcates and cultivates corporate values.
  • Demonstrates ability to see the big picture in terms of the strategic operational plan and the ability to monitor and direct processes to fulfill such plans.
  • Maintains confidentiality regarding patient information and regarding administrative matters of confidential.
  • Develops and promotes a fair administrative environment which is unbiased and apolitical.
  • Support clinical, operational and facility services throughout the entire Hospital on a 24-hour basis.
  • Serves on Administrative and other hospital committees as requested.
  • Performs related duties as assigned by the General Manager.
  • Attend to committee meetings as assigned.
  • Comply with all OSH (Occupational safety and health) and infection control policies, standards and procedures and cooperate with hospital management to comply those requirements.
  • Work accordance with the documented OSH procedures and instructions, specific responsibilities
  • Be familiar with emergency and evacuation procedures.
  • Notifying OSH Hazards, incidents, Near misses and issues and assistance with the preparation of risk assessments, incident reports.
  • Comply with all procedures and policies of the hospital.. Attend applicable OSH/Infection control training programs, mock drills and awareness programs.
  • Use of appropriate personal protective equipment and safety systems.
  • Ensure as far as reasonably practicable that any workplaces they manage, or control are safe and without risks to health, safety or the environment.
  • Ensure implementation of applicable DOH, NMCRH OSHMS and infection control policies and standards.
  • Ensure adequate budget and resources for FMS/OSH/PCI management.
  • Designating a Safety facilitator who will be responsible for coordinating OSH activities within the department.
  • Regularly discuss OSH issues or matters in departmental/ management meetings.
  • Ensure provision of OSH information, training, and Supervision.
  • Implement and monitor effectiveness of risk management program.

Requirements for Role of Patient Experience Manager

  • Four years bachelor’s degree preferably in commerce or administration required.
  • An MBA in administration is preferable.
  • 3 years or more in health management positions with demonstrated administrative skills in patient relations.

Skills And Knowledge Desired

  • Excellent command of oral and written English.
  • Must be well versed with Word and Excel.

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