Develops and promotes high standard of customer care service and increases staff awareness to exceed patient’s expectations.
Implements customer service activities that contribute to exceeding patients expectations.
Handles and resolves patient complaints and rewards for patient compliments.
Develops, maintains and monitors Customer Compliment and Complaint Management Process System.
Facilitates solutions to patient problems directly or through other department/parties which may include reassignment of customer relations staff accordingly.
Determines customer service requirements by maintaining contact with patients; visiting operational environments within the hospital; conducting surveys; benchmarking best practices; analyzing information and applications.
Ensures employees are highly trained in quality improvement and understand their contributions towards total exceeding in patients satisfaction.
Executes discipline at all levels to deliver continuous service improvement.Collaborates with Human Resources in recruitment procedures for the Customer Care staff.
Implements and monitors the staff appreciation program.
Implements and monitors the employee suggestion program.
Manages all socially related work of patients when required, in collaboration with the social work department when appropriate.
Takes corrective action in situations requiring mediation which may include interpretation and administration of hospital policy and work rules relating to customer care services.
Mediates and problem solves for inter-/intra-departmental issues. Facilitates interdepartmental communication, negotiation and decision-making.
Documents and communicates relevant information, actions and decisions to the Hospital Administrator.
Ensures all relevant reports are submitted by the due date.
Collaborates with clinical and support staff to deliver high quality customer service care on a 24-hour basis.
Maintains visibility with hospital staff by conducting daily rounds.
Ensures compliance with the JCI & ISO requirements amongst staff.
Ensures that corporate vision, mission and objectives are fulfilled. Inculcates and cultivates corporate values.
Demonstrates ability to see the big picture in terms of the strategic operational plan and ability to monitor and direct processes to fulfill such plans
Maintains confidentiality regarding patient information and regarding administrative matters of confidential nature.
Develops and promotes a fair administrative environment which is unbiased and apolitical.
Serves on administrative and other hospital committees as requested.
Demonstration of and adherence to the standards of OSHMS pertinent to employee health and safety.
Supports good communication between professionals;
Recommends space, equipment, staffing, and other resources needed by the department or service and have a process in place to respond to shortages
Recommends criteria for selecting the department's or service’s professional staff and choose or recommend individuals who meet those criteria
Reviews the staffing plan of the department quarterly to ensure the staffing levels related to the workload do not compromise quality & patient safety.
Provides orientation and training for all staff of the duties and responsibilities for the department or service to which they are assigned
Identifies, in writing, the services to be provided by the department, and integrates or coordinates those services with the services of other departments
Improves quality and patient safety by participating in hospital wide improvement priorities and in monitoring and improving patient care specific to the department/service
Engages staff in improvement activities that reflect the hospital wide priorities and address the clinical or nonclinical activities specific to the department / service
Shares accountability for the review, selection, and monitoring of nonclinical contracts
Promotes a culture of safety in the department /& across the hospital.
Develops and promotes high standard of customer care service and increases staff awareness to exceed patient’s expectations.
Implements customer service activities that contribute to exceeding patients expectations.
Handles and resolves patient complaints and rewards for patient compliments.
Develops, maintains and monitors Customer Compliment and Complaint Management Process System.
Facilitates solutions to patient problems directly or through other department/parties which may include reassignment of customer relations staff accordingly.
Determines customer service requirements by maintaining contact with patients; visiting operational environments within the hospital; conducting surveys; benchmarking best practices; analyzing information and applications.
Ensures employees are highly trained in quality improvement and understand their contributions towards total exceeding in patients satisfaction.
Executes discipline at all levels to deliver continuous service improvement.Collaborates with Human Resources in recruitment procedures for the Customer Care staff.
Implements and monitors the staff appreciation program.
Implements and monitors the employee suggestion program.
Manages all socially related work of patients when required, in collaboration with the social work department when appropriate.
Takes corrective action in situations requiring mediation which may include interpretation and administration of hospital policy and work rules relating to customer care services.
Mediates and problem solves for inter-/intra-departmental issues. Facilitates interdepartmental communication, negotiation and decision-making.
Documents and communicates relevant information, actions and decisions to the Hospital Administrator.
Ensures all relevant reports are submitted by the due date.
Collaborates with clinical and support staff to deliver high quality customer service care on a 24-hour basis.
Maintains visibility with hospital staff by conducting daily rounds.
Ensures compliance with the JCI & ISO requirements amongst staff.
Ensures that corporate vision, mission and objectives are fulfilled. Inculcates and cultivates corporate values.
Demonstrates ability to see the big picture in terms of the strategic operational plan and ability to monitor and direct processes to fulfill such plans
Maintains confidentiality regarding patient information and regarding administrative matters of confidential nature.
Develops and promotes a fair administrative environment which is unbiased and apolitical.
Serves on administrative and other hospital committees as requested.
Demonstration of and adherence to the standards of OSHMS pertinent to employee health and safety.
Supports good communication between professionals;
Recommends space, equipment, staffing, and other resources needed by the department or service and have a process in place to respond to shortages
Recommends criteria for selecting the department's or service’s professional staff and choose or recommend individuals who meet those criteria
Reviews the staffing plan of the department quarterly to ensure the staffing levels related to the workload do not compromise quality & patient safety.
Provides orientation and training for all staff of the duties and responsibilities for the department or service to which they are assigned
Identifies, in writing, the services to be provided by the department, and integrates or coordinates those services with the services of other departments
Improves quality and patient safety by participating in hospital wide improvement priorities and in monitoring and improving patient care specific to the department/service
Engages staff in improvement activities that reflect the hospital wide priorities and address the clinical or nonclinical activities specific to the department / service
Shares accountability for the review, selection, and monitoring of nonclinical contracts
Promotes a culture of safety in the department /& across the hospital.
Three years Bachelor’s Degree preferably in commerce or administration or Medical required.
An MBA / MSc HM is preferred.
Two years or more in a hospitality position with demonstrated management and administrative skills.
Outstanding leadership, communication, interpersonal and customer service skills.
Dynamic public speaker and comfortable when interacting in both one-on-one and group settings.
Ability to review procedures and implement new models of service delivery to satisfy client and organizational requirements.
Demonstrated commitment to quality outcomes and ability to consult with staff regarding continuous improvement.
Excellent command of oral and written English. Arabic language advantageous/desirable but not essential.
Possess a “can do” and flexible approach.
Ability to demonstrate highly developed communication and organizational skills at all levels.
Ability to provide compassionate care that is respectful to patients’ preferences.
Knowledge of computer skills including Microsoft Word and Excel.
Ability to work autonomously with minimal supervision and in a team within a complex clinical setting.
