American Hospital Dubai
American Hospital Dubai is currently seeking a skilled and dedicated Complaints Officer to join their dynamic team. This job opportunity was published by the hospital on December 17, 2023 with the requisition ID 1930. The role holder works with complainants and people receiving care to identify concerns and develop options to achieve resolution.
Duties as Complaints Officer
- Manages calls in a telephone intake setting, which can include handling difficult conversations.
- Identifies, escalates and manages complaints.
- Ensures accurate recording of information.
- Uses a range of complaint resolution techniques including early resolution, service provider
- resolution, conciliation and investigation.
- Prepares detailed reports, correspondence and recommendations.
- Contributes to the priorities of a team and effectively manages individual caseloads.
- Organizes and facilitates meetings with complainants and relevant staff in order to facilitate resolution of concerns or complaint.
- Supports the development of effective systems to collect, monitor, review, analyze, and learn from patient experience feedback including satisfaction surveys, AHD websites, comments & suggestion and using this information to support a variety of reports for appropriate committees.
- Assists the Complaints Manager in producing reports on complaints and complaint trends on request of the Complaints Manager.
- Monitors patient compliments on the service provided.
- Assists in the induction of new staff and statutory training of existing staff with regard to complaints training, ensuring regular review and update of training material.
- Provides support and advice to all staff groups with regard to individual complaints handling.
- Provides ad hoc complaints training to all levels of staff as and when required.
Qualifications & Experience
Following are the requirements for the role of Complaints Officer at American Hospital Dubai:
- Bachelor’s degree in healthcare administration, public relation.
- Minimum of 2-3 years experience of the complaints management within a healthcare setting
- Clinical background is recommended.
- Hands on experience with customer service.
- Administration experience.
Knowledge & Abilities
- Excellent command of spoken and written Arabic and English.
- In-depth knowledge of data analysis and statistics.
- Excellent organizational and time management skills.
- Proficient in use of Microsoft Office.
- Demonstrated analytical and problem-solving skills, including the ability to assess and manage risk, work within legislative requirements, make impartial recommendations.
- Excellent written communication skills including the ability to write comprehensive evidence-based recommendations and reasons for decisions.
- Strong customer outcomes focus, confidence and resilience in liaising with internal and external stakeholders.
- Capacity to work in a busy environment with demonstrated skills in time management, working with competing priorities and ability to prioritize and manage a case load.
- Demonstrated ability to work effectively and collaboratively as part of a team to achieve positive outcomes and a positive workplace culture.
