Guest Relations Officer-Patient Experience

5 days ago

Dubai, Dubai, United Arab Emirates Sheikh Shakhbout Medical City - SSMC Full time
JOB DESCRIPTION

To ensure a welcoming and supportive culturally sensitive environment for patients, families, and visitors within the hospital. This role is responsible for providing exceptional customer service excellence by addressing patient inquiries, assisting with navigation, resolving concerns, and enhancing the overall patient experience. The Guest Relations Officer acts as a liaison between patients and hospital departments, ensuring seamless empathic communication and service recovery. They contribute to a culture of empathy, respect and patient-centered care by actively engaging patients, gathering feedback, and supporting initiatives that improve patient satisfaction and well-being.

RESPONSIBILITIES

  1. Welcomes patients and visitors warmly upon arrival, providing guidance and support throughout their stay in a professional and courteous manner.
  2. Ensures patient comfort by addressing immediate needs, offering amenities, and maintaining a patient-centered approach.
  3. Assists in arranging special accommodation, transportation, and personalized services for international and VIP patients.
  4. Promotes a welcoming and culturally sensitive environment, respecting the diverse needs of SSMC's patient population.
  5. Assists in crisis situations, controlling the flow of visitors and providing guidance and information to patients and their families.
  6. Manages visitors by communicating visiting times, amenities available, and services SSMC provides.
  7. Explains facility policies and procedures for patients, families, and visitors.
  8. Assists patients with concerns that cannot be solved by their care team directly.
  9. Facilitates sharing patient concerns with appropriate staff members and assists in coordinating the resolution of cases among multidisciplinary teams if appropriate. Follows the case until closure, arranging family meetings between the practice/operations and the patient and/or their family if needed.
  10. Maintains records of patient requests and concerns using the patient experience database system for quality improvement opportunities.
  11. Communicates with patients and relatives in person with excellent standards of customer care.
  12. Assists patients with information on how to submit a formal complaint.
  13. Maintains confidentiality of patient information in accordance with facility policy.

Accountabilities

  1. Ensures all written documents are clear and in the appropriate format.
  2. Maintains the highest standards of patient care and confidentiality.

Role-Specific Job Responsibilities

  1. Manages guest relations inquiries via phone, email, or in person.
  2. Serves as the primary point of contact for patient inquiries, complaints, and feedback, ensuring issues are addressed promptly and effectively directing them to specific departments.
  3. Guides staff and colleagues through in-the-moment concerns with patients using the highest standards of patient-centered empathic communication.
  4. Works with Patient Experience leadership, practice, and operations to identify opportunities.
  5. Maintains accurate records of patient interactions and follow-up actions to leadership.
  6. Organizes and supports hospital events, awareness campaigns, and patient experience initiatives.

QUALIFICATIONS

  1. Bachelor's degree or equivalent in Hospitality or a relevant field OR Diploma in a relevant field with 3 years of additional experience.

Desired:

  1. Master's Degree or equivalent in Hospitality Management or any other relevant field.

Specialist Certifications:

  1. Hospitality, Service Excellence, and/or communication.

Desired:

  1. Mastery in client interaction and service recovery.

Experience:

Required:

  1. 2-4 years of relevant experience working in guest relations and hospitality-type roles.

Desired:

  1. Experience in hotel management and/or a large healthcare facility.

ABOUT US

At SSMC, we firmly believe that the human touch is a fundamental part of care. We understand that health care is both an art and a science, running deeper than simply diagnosing and treating those who rely on us. Our SSMC Model of Care puts our patients at the forefront of our purpose and at the heart of everything we do, ensuring that the needs of our patients come first. Every one of our patients receives individualized attention from a multidisciplinary team of experts who collaborate closely to deliver trusted and compassionate care. From the very first point of contact with SSMC, to the moment patients are back home, we ensure specialty-specific care at every stage and in every interaction. As one of the largest tertiary hospitals in the UAE, SSMC provides access to specialist medical treatments and advanced diagnostics, with a commitment to becoming a Destination Medical Center in the UAE and wider region.

ABOUT THE TEAM

About Sheikh Shakhbout Medical City (SSMC)

SSMC is the largest tertiary hospital in the UAE and serves to elevate the provision of health care services in the nation under the mandate of the Abu Dhabi Economic Vision 2030.

Supported by the latest diagnostic and treatment modalities available, SSMC offers care in 44 specialties. A team of locally and internationally trained medical, clinical, and admin professionals work seamlessly together, promoting comprehensive interdisciplinary learning, allowing SSMC to become a leading hub for integrated patient-centric medical services in the region.

As the region's leading tertiary facility, SSMC has 742 patient beds, 18 operating theatres, and includes a hybrid operating room, a 26-bed neonatal intensive care unit, and the UAE's largest pathology lab.
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