Assistant Patient Experience Officer (Arabic Speaker)

Role Overview

Assistant Patient Experience Officer (Arabic Speaker) at SEHA, supporting patients and families with on-the-spot assistance, information, and high-quality customer service while managing feedback and quality improvements.

Role Purpose

To support the Patient Experience Officer in delivering exceptional service to patients and their families, managing complaints and concerns, coordinating emergency logistics, maintaining patient relations, and providing management with customer feedback and statistical data for quality improvement.

Key Responsibilities

Emergency & Facility Coordination

• Coordinate logistics and medical care in emergency situations.
• Ensure early notification of accident arrivals through coordination between ambulance, police, doctors and nurses.
• Coordinate with other departments to repair facility infrastructure as required.
• Coordinate with police, civil authorities and municipality departments regarding escalated circumstances.
• Make additional rounds as necessary and solve problems in medical wards.

Patient & Family Support

• Act as a visible point of contact providing information and support to patients, families and visitors.
• Attend to patient needs, requests and concerns and set timeframes for addressing and resolving them.
• Follow up with services provided by various wards to inpatients.
• Coordinate and assist nursing staff and physicians to minimize patient complaints and problems.
• Call patient relatives about treatment issues or other procedures.
• Help patients and families understand, accept and follow medical recommendations.
• Give permission for patient escort.
• Ensure rules of visiting time are communicated to visitors.
• Ensure prioritization of comforts when patients are near end of life and family is grieving.

Complaint Management & Resolution

• Handle patient complaints and resolve conflicts at the point of service.
• Act as an intermediary between patients, families and staff.
• Provide information on how to submit formal complaints.
• Prepare reports on patient issues and concerns left unresolved and submit to relevant Manager/Senior Officer.
• Ensure face-to-face complaints are investigated thoroughly in a timely manner.
• Communicate respectfully and empathetically with complainants within agreed timescales.
• Record, track and monitor all face-to-face complaints, survey feedback and comments across all stages in the Service Improvement Platform.
• Ensure accuracy of data entry in complaint tracking systems.
• Promote incident and customer complaint reporting to improve patient and family care.
• Control any conflict that occurs regarding the arrival of serious accident or death.

Information & Data Management

• Provide doctors with complete information about patients that may be helpful in treatment.
• Maintain confidentiality of patient information in accordance with facility policy.
• Ensure all patient requests and concerns are recorded and tracked using the department's database system in an efficient manner.
• Collect data and information about patient care concerns, needs and problems and make recommendations as appropriate.
• Provide statistical data and reporting on a monthly and ad-hoc basis for management related to point of service issues.

Stakeholder & Internal Relations

• Liaise closely with facility staff to build and maintain good relationships.
• Promote communication between patients, families and staff.
• Explain facility policies and procedures to patients, families and visitors.
• Encourage patients, families and visitors to provide feedback through facility surveys.
• Provide customer information and feedback to staff and management for quality purposes.

Management & Accountability

• Use own initiative and perform duties and tasks within assigned periods, due dates and in required format.
• Promote and contribute to the overall culture of safety.
• Identify and understand the objectives of the department and hospital and support management in fulfilling these objectives.
• Prioritize tasks ensuring functioning of the area.
• Follow the chain of command in reporting incidents, complaints or concerns.
• Prioritize workload and complete correspondence in a timely manner.
• Provide information to prospective customers and hospital staff by answering all specific inquiries regarding patients' queries.
• Accept additional duties as assigned.
• Perform duties and tasks in accordance with the Hospital Code of Conduct and in line with Hospital Vision & Mission.
• Maintain regular working hours as per employee contract.
• Promote a "blame free" culture of transparency with a friendly and open working environment for all employees.

Qualifications & Experience

Education

• High School degree (required).
• Diploma in relevant field with 3 years of additional experience (desired).

Professional Experience

• 1–3 years healthcare experience (desired).

Certifications

• Certified Healthcare Access Manager (CHAM) or equivalent (desired).