Reem Hospital
Basic Purpose of the role
To deliver an exceptional patient experience for all patients, relatives and visitors.
To supervise the day to day operations of the contact center
To ensure smooth ground operations pertaining to the contact center and to be hands on with day to challenges and report back where applicable to Patient Experience Manager
Key responsibilities of the role
Technical Related
To Supervisor the Contact center executives and ensure they comply with Roles and responsibilities
To coordinate all Contact center Executive daily tasks as set by Patient Experience Manager
Responsible for Rota scheduling of Contact center Executives and ensuring schedule adherence
Maintaining reports as set by Patient Experience Manager
compiling data in reports set by Patient Experience Manager
Provide training, feedback and corrective actions for Contact center executives errors where applicable
Ensure Contact center Executives attend trainings and reduce errors
Support Contact center Executives when applicable with day-to-day tasks
Ensuring personal attendance to RCM Related trainings and keeping up to date with new Insurance providers and special tie ups and disseminate information to all Contact center Team
Ensuring the Patient Experience Executives are supported to achieve the KPI’s set by Patient Experience Manager
Ensures adherence to the Appointment System; sees to it that bookings for doctor’s appointments are recorded in an accurate, systematic and well-coordinated manner. Sees to it are properly distributed to all doctors-on-duty while at the same time ensuring that patients are booked for appointments to their preferred doctors (whenever expressed by the patient).
Completes initial employee probationary review, appraisal and renewal recommendation for Patient Experience managers review
Provides counselling and coaching to Employee as applicable
Escalating evidence-based feedback and employee concerns to Patient Experience Manager
Service Related
To greet patients and their families courteously
Handling of patients and relatives’ complaints if escalated by contact center executives
To deliver the highest level of service to all patients and their relatives
Ensuring clear and frequent communication to patients regarding potential wait times, delays and requested feedback where applicable
Coordinating with Department Supervisors to ensure smooth patient Journey
Alerting Patient Experience Manager of any potential challenges that could be raised on patient Journey
Handling patients’ service-related complaints and queries and escalating to Patient Experience Manager when necessary
Ensuring attendance to Patient Experience trainings as set by Patient Experience Manager
Working on Patient Experiences Areas as assigned by Patient Experience Manager.
Handling patients’ service-related complaints and queries and escalating to contact center supervisor when necessary
Ensuring patient satisfaction and encourage completion of patient satisfaction forms
Promoting of Products and services at Contact center level as and when required by Marketing team/Patient Experience Manager
Ensuring attendance to Patient Experience trainings as set by Patient Experience Manager
Other responsibilities
Ensures compliance to the policy, regulations, and procedures of the department and the hospital.
Ensures that operational plans and improvement activities of the Patient Experience Department are understood and implemented under the direct guidance of the Patients Services Manager.
Demonstrates behaviours that promote positive customer relations with the patients, visitors and members of the hospital staff and are consistent with Hospital vision and Goals.
Maintains patient rights and responsibilities at all time
Assists the Patient Services Manager and Duty Officers in ensuring the smooth flow of patients and guests in the Out-Patient Clinics and Departments.
Participates in the quality improvement activities of the hospital
Demonstrates appropriate handling of emergency situations in a calm, effective manner. Assists the trained and designated individuals in the proper handling of emergency situations in the hospital.
Provides patients, visitors and staff with accurate and updated information regarding the services of the Hospital.
Assists the Patient Services Manager and Duty Officers in ensuring the smooth flow of patients and guests in the Out-Patient Clinics and Departments.
Assist the Patient Services Department while on off-duty (if necessary) by covering the short-staffed area
Identifies and attend to problem areas and/or maintenance needs in the assigned areas in coordination with the relevant Dept. Head/Duty Officer, as necessary.
Receive the memos, announcement, and other communication and coordinate with colleagues accordingly.
Notifies and secures the approval of the Patient Services Manager for requests for leaves, changes of duties, requests for transfers, resignation, etc.
Assists in training new employees
Compliance guidelines
Maintaining Confidentiality
Maintains confidentiality regarding patient/staff information.
Ensures all nursing and allied health staff maintains confidentiality regarding patient/staff information.
Promoting Customer Service Standards
Promotes positive public relations with patients, peers, medical staff and members of the general public.
Collaborates with personnel from clinical department/disciplines regarding issues that may negatively impact patient care; facilitate solutions as needed.
Adhering to the Occupational Health and Safety, Materials Management and Maintenance Standards
Adheres to requirements of the Occupational Health and Safety Guidelines and Infection Control Guidelines.
Understands and adheres to emergency preparedness plans/policies.
Maintains compliance in relation to the Occupational Health and Safety standards.
Ensuring Personal Effectiveness
Facilitates effective communication between the patient, family and the interdisciplinary health care team as required.
Demonstrates improvement in clinical practice as a result of application of new theoretical knowledge and technology.
Actively participates in the annual system of performance review.
Qualifications, Certifications and Experience
Qualifications Education:
Bachelors Degree or equivalent
Experience:
1 year minimum experience in Contact center Team Leader/Supervisory Role
Demonstrated Experience in Customer Services preferably in a Hospital setting
Good Understanding of Healthcare related processes with regards to booking and Insurances.
Additional Requirements
Concentrate for extended lengths of time
Tolerate frequent interruptions and accommodate readily to changing work priorities.
Readily and effectively communicate with others, both verbally and in writing.
Good command in written and spoken English, Arabic fluency is an advantage.
Presentable and pleasing personality
Proactive and approachable
Required physical activities to include standing, walking, kneeling, lifting, stretching, stooping and repetitive movements.
Physical requirements
The position requires a considerable amount of physical work. The individual must be able to quickly maneuver throughout halls, stairways and patient rooms in response to hospital emergencies. The following denote the key physical requirements for the job, which may require: Standing, Simple Grasping, Fine Manipulation, Operation Machinery / Equipment, Lifting / overhead reaching, Twisting, Climbing / Balancing, Crouching / Squatting, Reaching and Manual handling of people of approximately 100kg. Lifting equipment must be used whenever practicable.
In addition, the position requires office work involving extensive use of the computer and interdepartmental coordination. Typical physical demands include: a high degree of manual dexterity to sufficiently perform computer functions on a keyboard, produce materials on a PC and operate basic office equipment, normal or corrected vision and hearing, extensive sitting and walking, mobility sufficient to visit with departments or employees throughout the facility and lift up to 13 kgs.