Minimum of 2+ years customer service experience in a Hospital environment preferably with Premium or high-profile patients.
Patient liaison: Serves as the primary point of contact for Premium patients and their families, ensuring their needs and preferences are understood and met with the utmost professionalism and discretion.
Liaison with Lead Physician: Collaborates closely with the lead physician to ensure a seamless patient experience. Provide regular updates on patient status, and coordinate medical consultations.
Appointment Scheduling: Schedules medical appointments, procedures, and tests for Premium patients, working closely with various departments to accommodate their specific requirements.
Hospital Accommodations: Arranges and oversees Premium patient accommodations, including private rooms, Suites, and specialized amenities, and ensure their comfort and privacy and seamless experience during their stay.
Exceptional Customer Service: Provides a warm and welcoming environment for patients and their families, making their hospital experience as comfortable as possible. Actively seeks feedback and address any concerns promptly to maintain a high level of patient satisfaction.
Premium Services: Coordinates special services such as concierge, dietary preferences, and arrangements tailored to Premium patient preferences.
Patient Education: Offers guidance and information regarding the women's services, procedures, and resources available within the hospital. Facilitate educational sessions or materials for patients as required.
Confidentiality: Maintains strict confidentiality and adheres to privacy regulations when handling sensitive patient information and coordinating care.
Communication: Establishes clear and effective communication channels with the lead physician, and the hospital's medical staff to address any concerns or special requests promptly.
Record Keeping: Maintains accurate and comprehensive records of all interactions, appointments, and services provided to Premium patients.
Quality Assurance: Continuously evaluates and improves the quality of Premium services, seeking feedback and addressing to the lead physician any necessary changes.
Team Collaboration: Collaborates with other hospital departments, including nursing, administration, and hospitality, to ensure a cohesive and exceptional Premium service experience.
Administrative Duties
Participates in departmental and organizational meetings as required.
Prepares and submit reports as required.
Uses resources efficiently and search for less costly ways of doing things.
Maintains an organized and clean appearance in all work areas.
Attends and participates in departmental / facility projects and initiatives.
Adheres to standards as they appear in the Code of Conduct and Conflict of Interest policies
Adheres to and promotes ValuesWOR ENVIRONMENT THE ROLE OPERATES IN
Work is normally performed in an office environment
No or very limited physical effort is required
No or very little exposure to physical risk
QUALIFIEducation
Bachelor’s degree in Hospitality/hospitality management or in a relevant field
Master's degree in relevant field
Job Specific Skills and Abilities
Patient and customer focused
Strong organizational and time-management skills.
Exceptional attention to detail and discretion.
Proficient in using healthcare management software and tools.
Ability to remain calm and professional under pressure.
Understanding of medical terminology and healthcare procedures is an advantage.
Demonstrated ability to clearly communicate in a culturally diverse population with respect and dignity.
Motivated and enthusiastic.
Demonstrated deep knowledge of local culture, service expectations and Islamic religious beliefs and customs.
Exemplifies the Values and service standards and demonstrates a commitment to Patients First.
Demonstrated ability to communicate to varying constituencies effectively using excellent oral, written, and interpersonal communication skills.
Excellent communication in written and spoken Arabic and English.
Great flexibility and ability to work out of hours is essential.