Patient Happiness Executive

2 months ago


Dubai, United Arab Emirates Aims Healthcare LLC Full time

**Job Summary**:
The Home Care Grievance Cell Executive plays a vital role in managing and resolving patient and customer grievances within a home healthcare setting. This position involves handling complaints, ensuring timely resolution, and implementing measures to prevent recurrence. The Grievance Cell Executive collaborates with various departments to improve service quality and enhance the overall patient experience.

**Key Responsibilities**:
**Grievance Handling**:
Receive and document grievances from patients, their families, or caregivers.

Conduct thorough investigations to understand the nature and details of each complaint.

**Resolution Management**:
Collaborate with relevant departments to devise effective solutions to address grievances.

Ensure timely resolution of complaints while maintaining a high standard of service.

**Communication**:
Communicate with patients and their families to keep them informed about the status of grievance resolution.

Provide empathetic and responsive communication during the grievance process.

**Documentation**:
Maintain accurate and detailed records of all feedbacks, grievances, investigations, and resolutions.

Generate regular reports on Feedback & grievance trends, patterns, and resolution outcomes.

**Root Cause Analysis**:
Conduct root cause analysis for recurring issues and recommend corrective actions.

Work with relevant departments to implement preventive measures.

**Policy Adherence**:
Ensure compliance with organizational policies and regulatory requirements in the grievance resolution process.

Stay updated on healthcare regulations affecting grievance management.

**Training and Education**:
Conduct training sessions for staff to raise awareness about patient rights and effective grievance resolution.

Provide guidance on handling difficult situations and managing patient expectations.

**Feedback Collection**:
Develop and implement systems for collecting feedback from patients and their families.

Analyze feedback to identify areas for improvement in service delivery.

**Continuous Improvement**:
Participate in quality improvement initiatives to enhance overall service quality.

Propose and implement changes to prevent future grievances.

**Collaboration**:
Collaborate with various departments, including Operations, Clinical Services, and Customer Support, to address systemic issues contributing to grievances.

Foster a culture of patient-centered care throughout the organization.

**Qualifications and Skills**:
Prefably Bachelor's degree in Healthcare Administration, Business, or a related field.

Proven experience in grievance management within a healthcare or home care setting.

Strong interpersonal and communication skills.

Knowledge of patient rights and healthcare regulations.

Analytical and problem-solving abilities.

Detail-oriented with excellent organizational skills.

Ability to work collaboratively with cross-functional teams.

**Key Performance Indicators (KPIs)**:
Timeliness of grievance resolution.

Reduction in recurring grievances.

Positive feedback from patients regarding grievance handling.

Compliance with organizational policies and regulatory requirements.

Number of successful preventive measures implemented.

Ability to Commute:

- Dubai (required)

Ability to Relocate:

- Dubai: Relocate before starting work (required)



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