OverviewReporting to the Team Lead/Manager, Service Excellence, the Officer, Service Excellence is responsible for supporting the Service Excellence department at the organization in its activities. This includes taking a person-centric approach to the care that is individually catered to the patients needs. The Officer, Service Excellence actively works with the Patient Experience, Patient Access, Service Excellence, and Clinical teams to identify and design processes to improve
the care services offered to the patient and their family.ResponsibilitiesOrganizational Culture & Compliance

• Adheres to the division's policies, procedures and standards while ensuring compliance with applicable regulatory bodies.
• Contributes towards an innovative culture of continuous improvement for enhancing operational efficiency and effectiveness.
• Participates in meetings and maintains professionalism and confidentiality as per the organization's standard code of conduct.
• Completes personal performance evaluation cycle in a timely manner.

Managerial / Leadership

• Measures and learns about the patient and family journey and supports the team in identifying, planning, designing, and implementing improvement strategies.
• Actively supports the development and management of tools and processes of collection, storage, treatment, and analysis of quantitative and qualitative data to identify potential risks, strengths, and opportunities for continuous improvement.

Education

• Promotes a suitable environment that supports continuous learning.
• Presents/delivers training within team and facility regarding the purpose of patient and family experience, as required.
• Engages in health promotion activities in the healthcare facility, as required.
• Shows evidence of research-oriented activity in the form of actual research, presentations, reviews or preparation/revision of evidence-based policies and procedures.

Service Intelligence

• Generate monthly and quarterly reports within the specified TAT.
• Tailor reports to meet the specific needs and objectives of the organization or project.
• Extract and analyze reports related to Amana Healthcare Services.
• Report on key performance indicators and goals.
• Analyze service performance and customer complaints, providing data-driven recommendations for enhancements.
• Monitor patient feedback and satisfaction levels.
• Collaborate with the Service Excellence, Patient Experience, and Clinical Team.
• Use reporting tools for up-to-date insights on service excellence.

Performance Improvement/ Risk Management

• Adheres to and implements actions for continuous performance improvement and risk management, as directed.
• Identifies and measures performance indicators and benchmarks, and ensures they are actioned if not achieved, when required by the line manager.
• Contributes to quality improvement activities which are interdisciplinary and based on identified causes of risk.

Capacity Building

• Participate in the preparation of annual training delivery plan aligned with organizational strategy.
• Assess training needs and develop engaging activities for knowledge transfer.
• Collaborate with the Service Excellence, Patient Experience, and Clinical Team.

Person-Centered Care

• Embraces organizational and physical structures that promote engagement and break down the barriers between healthcare professionals and where applicable, patients/residents and families.
• Connect values, strategies, and actions to create cohesion between behaviors/ tasks and values/mission.
• Adopt methods, processes and behaviors to guide healthcare interactions that cultivate trust, build reciprocal relationships, and improve communication between internal and external stakeholders.
• Deliver care that is personalized according to individual needs, preferences, and values, and based on partnered determination of goals. Caring attitudes and compassionate communication and interactions encourage individual and group engagement and satisfaction.
• Use evidence to drive improvement and create measurable change.
• Participate in Preparation Planetree readiness checklist.
• Upload required documents and maintained the dashboard.
• Maintain accurate records of patient-centered initiatives and outcomes.
• Actively engage in continuous improvement efforts.
• Communicate effectively with Service Excellence, Patient Experience, and Clinical Team.

QualificationsUAE National

• Bachelors degree in social service, customer care, information technology or healthcare related field
• 0-2 years\' experience
• Fluent in written and spoken English and Arabic
• Computer skills

National Reference Laboratory