Customer Relations Manager

1 week ago

Abu Dhabi, Abu Dhabi, United Arab Emirates NMC Healthcare Full time
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.
  • Implements continuous quality improvement activities:
  • 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/intradepartmental issues. Facilitates interdepartmental communication, negotiation and decisionmaking.
  • 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 24hour 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.
  • Implements continuous quality improvement activities:
  • 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 col

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