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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