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.