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Patient Experience Agent

BAE Systems Strategic Aerospace Services WLLDoha, DA, qa

2 days ago

Job description

Job Description

The Patient Experience Officer is responsible for facilitating positive interactions between healthcare providers and patients, ensuring a high level of satisfaction and quality service. They act as a liaison between patients and the healthcare facility, addressing concerns, providing information, and enhancing the overall patient experience. The Patient Experience Officer collaborates with healthcare providers to enhance the overall patient experience by providing support and ensuring a positive interaction throughout their care journey. The role involves ensuring availability during outpatient clinic working hours to meet the needs of patients. Patient interactions are conducted under the direct guidance of healthcare professionals, adhering to established policies, procedures, and standards to maintain a high level of service quality.Position also involves monitoring of call quality and providing feedback to contact centre agents regarding adherence to call scripts.

Extracting the pending RBMS weekly through request list queue for all the facilities to keep track of and close undated referral backlog.
Sending the report separately to all respective facility focal points and the RBMS team leads.
Handling Generic HMC email that includes following requests on daily basis :
Appointment requests for VIP Patients
Official Complaints from Customer Service Team
Paper Referrals
Redirected Referrals from Sidra to HMC facilities.
Need More Information Cases that need to be sent to referring doctors for HMC and RMO group for PHCC.
No Contact Details for patients referred from HMC.
Redirected Referrals from HMGH to HMC facilities managed by RBMS.
Redirected Referrals from Cuban Hospital to HMC facilities managed by RBMS.
Requests received from Internal & External sources to process paper referrals for HMC facilities managed by RBMS.
Requests received from RMO PHCC to process PHCC Out of scope cases under HMC Facilities managed by RBMS.
Requests received from Private Hospitals to process paper referrals for HMC facilities managed by RBMS.
Participate in the monthly meetings with all focal points and RBMS team leads to discuss the workflow updates, team challenges, strategies

undated backlog etc.

Participate in streamlining the process to improve the efficiency and quality of the referral management workflow.

Participate in updating the Service Level Agreement (SLA) to govern the relationship between the CorporateRBMS Office and all Hamad Medical Corporation hospitals.

Participating in OPD Workshops to discuss the gaps in the booking system with all clinical and non-clinicalteams.

Participate in training & facilitation in problem resolution and process improvement.

Participating in developing new quality methods and techniques to improve existing processes.

Analyzing data monthly to identify potential quality problems with services and recommending solutions.

Coordinate with OPD management and RBMS Team leads for the staff time sheet in the beginning of every month.

Tracker updates monthly with all the updates on process maps and strategic plans.

Handling RL6's hotline and communicating with OPD to close and complete all tickets.

Any other responsibilities as assigned.

Key Responsibilities :

1. Patient Interaction :

Engage with patients in person, over the phone, or through digital channels.

Actively listen to patient concerns, inquiries, and feedback.

Provide empathetic and informative responses to address patient needs.

Taking vital signs

2. Communication :

Communicate effectively with patients, their families, and healthcare staff.

Serve as a point of contact for patients, relaying information and coordinating services.

3. Problem Resolution :

Address and resolve patient complaints and issues promptly.

Collaborate with relevant departments to ensure effective problem resolution.

4. Education :

Educate patients on healthcare services, procedures, and policies.

Provide guidance on accessing resources, such as patient portals and support programs.

5.Patient Satisfaction :

Monitor and assess patient satisfaction levels through surveys, feedback, and other metrics.

Implement initiatives to improve overall patient satisfaction and experience.

6. Data Management :

Document patient interactions, feedback, and resolutions accurately.

Compile and analyze data to identify trends and areas for improvement.

7. Collaboration :

Collaborate with healthcare providers, administrators, and other staff to enhance the patient experience.

Attend meetings and participate in initiatives aimed at improving patient satisfaction.

8. Clerical Administrative Support Task

Preparing meeting agenda s, materials and taking minutes of the meeting

Coordinating logistics for meetings including room set up.

Maintaining and organizing electronic and paper files

Inputting and updating data into the database and computer system.

Typing and Printing documents.

9. Assist in maintaining a safe and clean environment.

10. Always adhere to HMC infection control policies.

11. Perform other duties as assigned.

12. Assist in registering patient follow up appointments.

Requirements

Essential Education :

a)Minimum high / secondary school graduation with at least 3 years of work experience(preferably callcentre)

b)Bachelor’s degree with one year of similar experience

Required Certification / Licensure :

Relevant life support / resuscitation certificates preferred but there will opportunity to undertake as

part of orientation.

Skills :

Excellent communication and interpersonal skills.

English – ability to read, write and speak – basic (essential)

Arabic – ability to read, write and speak (preferred)

Empathy and patience when dealing with patients and their families.

Problem-solving and conflict resolution abilities.

Knowledge of healthcare services and terminology.

Basic computer skills for data entry and communication purposes.

Working Conditions :

Typically works in a healthcare facility, such as a hospital, clinic, or office.

May involve standing or sitting for extended periods.

Can work in different shifts.

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Agent • Doha, DA, qa