Patient Care Manager

JOB SUMMARY

The Patient Care Manager has a pivotal role in co‑ordination and management of activities and resources of Access, works as a key member of the ED management team and assumes 24‑hour accountability for overall management and for the delivery of quality Patient Care services to achieve optimal patient outcomes.

KEY ROLE ACCOUNTABILITIES

• Coordination and management of activities and resources of access to ensure patients’ satisfaction in the department.
• Advocate for healthcare staff, patients and families ensuring open lines of communication.
• Leads and coordinates collaborative multi‑disciplinary partnerships and manages potential incidents.
• Attends to patients’ family in case of resuscitation / trauma / difficult situation.
• Ensures patients’ satisfaction in the department and works with department staff to meet patients’ needs and expectations.
• Facilitates communication between patients and healthcare staff.
• Addresses patients’ concerns and issues and communicates them to the medical team and other higher Emergency Department administrators.
• Acts as an advocate for patients and families; addresses any issues that negatively impact on patient experience and care.
• Leads and coordinates collaborative multi‑disciplinary partnerships working towards the achievements of constant improvement in patient satisfaction. Monitors patient flow for ED patients. Takes effective action to address issues with the main stakeholders. Participates through team working and collaborative partnerships in identifying and implementing solutions.
• Serves as a change agent as necessary.
• Manages untoward incidents / complaints by effective and timely investigation ensuring lessons learnt are effectively communicated.
• Communicates effectively with all staff in a manner consistent with their level of understanding, culture and background proactively seeking out solutions to improve communications and teamwork.
• Upholds the organizational values at all times.
• Follows all Sidra related policies and procedures.
• Performs other related duties as assigned.
• Assists in collecting key performance indicators for department.
• Builds trusting, collaborative relationships with staff, peers, other disciplines, ancillary services, physicians, nurses and other medical staff for the best interest of patients.
• Willing to cover in‑house 24 / 7 service. 8 hours / shift.
• Adheres to Sidra’s standards as they appear in the Code of Conduct and Conflict of Interest policies.
• Adheres to and promotes Sidra’s Values.

QUALIFICATIONS, EXPERIENCE AND SKILLS

ESSENTIAL QUALIFICATIONS

Demonstrated mature understanding of multicultural organizations and ability to work in such environment.

PREFERRED QUALIFICATIONS

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