Coordinator Medical Services, Royal & International Exe-Medical Tourism & Executive Services

Role Overview

Coordinator Medical Services, Royal & International Executive-Medical Tourism & Executive Services at Sheikh Shakhbout Medical City (SSMC).

Role Purpose

Support the Royal, Protocol, International or Executive Health Division by coordinating comprehensive, confidential services for Royal/VIP high-profile patients. Act as a key liaison between patients, senior coordinators, physician leaders, facility management and clinical staff to ensure seamless care delivery and exceptional patient experience.

Key Responsibilities

Patient Coordination & Support

• Serve as initial point of contact for assigned Royal/VIP high-profile patients in partnership with the Sr. Coordinator.
• Provide support and assistance to patients during visits within the division, including escorting to appointments, delivering medications, and informing patients of follow-up appointments and tests.
• Review cost estimates with patients as needed.
• Assist in coordinating patient care, including emailing outside entities, email providers and other clinical and operational staff.
• Coordinate with other facilities in relation to Royal/VIP high-profile patient medical issues.

Complaint & Incident Management

• Provide support and assistance to the Sr. Coordinator in the resolution of complaints or incidents concerning Royal/VIP high-profile patients.

Confidentiality & Data Management

• Ensure confidentiality of patient requests, information and services provided.
• Maintain proper filing systems for all confidential data.
• Ensure all Royal/VIP high-profile patient information is recorded and tracked using the department's database system to produce accurate reports and statistics.

Stakeholder Management & Collaboration

• Maintain collaborative and effective working relationships with all staff and external partners.
• Assist Sr. Coordinator in maintaining good relationships with facility staff.
• Represent the department in meetings related to Royal/VIP high-profile patient issues.
• Coordinate with department senior management on assessment and management of Royal/VIP high-profile patient services on an ongoing basis.

Patient Experience & Relationship Building

• Utilize listening, validation and empathy skills to build and ensure a positive experience for patients and their families.

Process Improvement & Development

• Facilitate improvement of workflows and processes within the division.
• Speak up when the division receives feedback on opportunities to improve.
• Participate in cross-functional teams and committees as appropriate.
• Participate in departmental process improvement activities.
• Manage awareness of significant economic, social and technical trends and regulatory guidelines that may influence assigned sections within the department or facility.
• Participate in ongoing customer service training as necessary and other training relevant to personal development.

General Support

• Provide additional assistance when needed.
• Follow in a timely manner on all action items, including those requested or directed by the Sr. Coordinator, Director and Senior Director of the department.
• Assist team members when needed for coverage during leaves and as otherwise directed by Sr. Coordinator.

Qualifications & Experience

Required

• 2-3 years of relevant experience in a healthcare facility.
• High School Degree.

Desired

• Experience working with VIP/Executive patients within the GCC region.
• Bachelor's degree or equivalent in Business Administration or any relevant field, OR Diploma in relevant field with 3 years of additional experience.

Skills & Competencies

• Listening, validation and empathy.
• Customer service.
• Confidentiality management.
• Coordination and organization.
• Cross-functional collaboration.
• Database system proficiency.