Customer Relations Manager

2 weeks ago

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-/intra-departmental issues. Facilitates interdepartmental communication, negotiation and decision-making.
- 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 24-hour 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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