Patient Experience Manager
Abu Dhabi, United Arab Emirates
Job Description
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- 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 depts 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.
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
nature.
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.
3.35. 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
3.39. 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.
- 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 depts 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.
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
nature.
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.
3.35. 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
3.39. 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.
- Four years bachelors 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.
Excellent command of oral and written English.
Must be well versed with Word and Excel
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Job Detail
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Job IdJD1682162
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IndustryNot mentioned
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Total Positions1
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Job Type:Full Time
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Salary:Not mentioned
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Employment StatusPermanent
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Job LocationAbu Dhabi, United Arab Emirates
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EducationNot mentioned