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Healthcare Customer Service Specialist

3 months ago

Sharjah, Sharjah, United Arab Emirates University Hospital Sharjah Full time
Overview

The Patient Relations Officer plays a crucial role in enhancing the overall experience of patients at University Hospital Sharjah. This position is dedicated to fostering a supportive environment that aligns with the hospital's vision and culture.

Key Responsibilities
  • Policy Adherence: Ensure compliance with all hospital policies, procedures, and safety regulations.
  • Accreditation Support: Engage in activities related to the International Accreditation program to help maintain high standards.
  • Communication Facilitation: Act as a liaison between patients, their families, medical personnel, and administrative staff to ensure clear communication.
  • Patient Advocacy: Conduct interviews with patients or their representatives to identify and address care-related issues.
  • Resource Knowledge: Stay informed about community services and resources available to assist patients.
Additional Duties
  • Referral Management: Direct patients to suitable healthcare services or resources based on their needs.
  • Inquiry Resolution: Investigate patient inquiries or complaints, directing them to the appropriate medical staff and ensuring satisfactory outcomes.
  • Policy Explanation: Clearly articulate hospital policies and procedures to patients, utilizing both medical and administrative knowledge.
  • Continuous Learning: Engage in ongoing education and professional development to remain updated on industry trends.
  • Data Collection: Gather and report data regarding patient interactions and institutional challenges, recommending improvements as necessary.
  • Information Dissemination: Create and distribute informative materials such as newsletters and brochures for patients and staff.
  • Training Provision: Offer guidance and training to volunteers and staff on topics related to patient rights and guest relations.
  • Staff Management: Ensure adequate staffing levels and manage leave allocations within the department.
  • Team Leadership: Foster a supportive and effective work environment for team members.
  • Collaboration: Work closely with medical, nursing, and administrative staff to ensure clarity and accessibility of services.
  • Research Sharing: Identify and communicate relevant research and recommendations concerning quality of care and risk management.