Assistant Patient Experience Officer

Job Description

Responsibilities

•   Promotes a welcoming and friendly atmosphere for the patients and visitors 
•   Ensures to greet patients, relatives, staff and visitors in a professional and courteous manner 
•   Manages visitors by communicating the visiting time, amenities available, services SSMC provides 
•   Explains facility policies and procedures for patients, families and visitors 
•   Assists the Patient Experience Officer with patient concerns that are not able to be solved by their care team directly 
•   Assists with facilitating sharing patient concerns with appropriate staff member(s), with guidance from Patient Experience officer, coordinating with a multidisciplinary team if necessary. 
•   Provides support in resolving conflicts within the point of service and acting as an intermediary between patients, families and staff 
•   Maintains records of patient requests and concerns using the patient experience database system in an efficient manner for quality improvement opportunities 
•   Communicates with patients and relatives in person with excellent standards of customer care 
•   Assists patient with information on how to submit a formal complaint 
•   Maintains confidentiality of patient information in accordance with facility policy 
•   Encourages patients, families and visitors to provide their feedback through the facility surveys 


Accountabilities 
•   Communicates with patients and relatives in person with excellent standards of customer care 
•   Collaborates well with colleagues inside and outside of Patient Experience 
•   Ensures all written documents are in the appropriate format 
•   Maintains the highest standards of patient care 

 

Qualifications

Experience :-  
Required: 
•   1-2 years in a similar role 

Desired: 
•   Experience in large healthcare facility 
 Educational Qualification: Required: 
•   Diploma in relevant field 

Desired: 
•   Bachelor’s degree or equivalent in any relevant field