About Fakeeh University HospitalFakeeh University Hospital delivers the best possible outcomes for its patients through smart technology and academic strengths. Built on an integrated healthcare model, the hospital brings you the legacy of over four decades of compassionate care - drawn from the renowned Fakeeh Care group based in Saudi Arabia. Fakeeh University Hospital is made up of like-minded healthcare providers, working towards a common goal, which is, delivering quality healthcare to people all around the world. Our passionate staff members have years of experience within and outside the country. Fakeeh University Hospital is a digital hospital, having fully integrated electronic medical records, supporting improvements to the quality and efficiency of healthcare services for patients and the community at large. Additionally, we operate an efficient emergency departmentJob Profile:Having a dedicated Guest Ambassadors on the OPD floor is crucial for enhancing the patient journey. This service goes beyond merely directing patients; it actively manages waiting times, addresses concerns on the spot, and ensures that patients receive the support they need promptly. By offering a personalized and hands-on approach, this service fosters a smoother experience, minimizes confusion, and significantly boosts patient satisfaction, demonstrating a commitment to exceptional care and efficiency.Job Responsibilities:Key Responsibilities and Duties:
Patient Assistance: Greet patients and visitors with courtesy, assist with registration, and direct them to the appropriate departments or areas
Guidance and Navigation: Escort patients or visitors to specific locations when required and provide clear directions.
Floor Management: Monitor and manage patient flow within the outpatient department to ensure a smooth and organized experience for patients and visitors.
Queue Management: Utilize hospital systems to manage patient queues efficiently, minimize waiting times, and communicate delays or updates to patients proactively.
Complaint Prevention: Anticipate potential issues by proactively engaging with patients, addressing their needs promptly, and providing clear communication to prevent misunderstandings or dissatisfaction.
Complaint Resolution: Address patient concerns or complaints empathetically, escalate issues to the appropriate department if necessary, and ensure timely follow-up.
Documentation: Maintain records of patient interactions, frequently asked questions, and any reported issues to improve service quality.
Collaboration: Work closely with medical, nursing, and administrative staff to coordinate and improve patient flow and outpatient service delivery.
Awareness Promotion: Educate patients about hospital services, health packages, and any ongoing wellness programs.
Document any OVR and address it in a timely manner to the concern department for quick resolution, and Document it in the OVR system.
Perform all the additional duties requested by direct manager to support the floor and patient's journey
All Fakeeh Care employees are responsible for continuous improvement, including:
Performing all duties and tasks in a manner that supports Fakeeh's Person-Centered care values.
Actively contributing to continuous improvement initiatives, within the scope of the role.
Adherence to safety protocols and proactively seeking to address any job-related safety concerns.
Maintaining strict confidentiality of all sensitive information accessed or encountered during work.
Complying with cybersecurity policies and standards to protect Fakeeh's systems and participating in awareness training and initiatives to prevent cyber threats.
Adhering to and upholding Fakeeh Care's code of conduct, policies and ethical standards.
Completion of mandatory education as per the requirement, at least one month prior to expiration.
Education:
High School
Experience:
Exposure to / experience with customer service principles
Experience with clinical procedures desirable.
Medical Terminology / or exposure to medical environment