Patient Experience Officer (Sakina)

Role Overview

Patient Experience Officer at SEHA Hospitals. The role is responsible for providing patients and their families with on-the-spot help and information, and high-quality customer service. Also responsible for providing customer information and feedback to staff and management for quality purposes.

Role Purpose

Deliver exceptional patient-centered customer service across multiple channels while managing appointment scheduling, registration, and patient inquiries. Ensure patients receive timely information, assistance with concerns, and seamless access to SEHA services and facilities.

Key Responsibilities

Customer Service and Support

• Interact with customers face to face, over telephone, email, chat, and mobile app to answer questions and provide general information on appointments, referrals, facilities, available services, care providers, events and campaigns, and other information as requested.
• Demonstrate a patient-centered approach in all interactions, ensuring adherence to SEHA values and service excellence standards, established workflows, call scenarios and scripts.
• Maintain courtesy, professionalism, confidentiality and privacy when interacting with patients, customers, and staff members.
• Proactively attend to patient needs, requests and concerns.
• Stay updated on services available, physician specialties, facility workflows, required documents, campaigns and events.
• Share information on workflow updates, eligibility updates, new campaigns, and events with patients.
• Assist with positive and timely resolution and documentation of requests and issues and escalate any formal complaints to the Quality team.
• Communicate directly with various SEHA staff members to resolve issues and concerns.
• Escalate clinical questions to the Clinical team.
• Escalate unresolved queries or concerns to team leaders or Senior Officers.
• Handle assigned tasks in accordance with set policies and procedures including scheduling, registration, eligibility check, and payment collection.

Appointment Scheduling and Registration

• Follow SEHA policies and procedures for registering patients, scheduling, rescheduling and canceling appointments, calling to remind patients or provide information, checking patients in, checking insurance eligibility and visit authorizations, updating patient information, ensuring consent forms are signed, generating wrist bands, completing inpatient admissions, collecting payments, and issuing receipts.
• Promote and prioritize scheduling for new doctors and services, or those with less bookings.
• Obtain and input accurate and updated demographic data, contact details, and insurance information for all scheduled patients.
• Identify and assign correct Enterprise Person Identification and/or Medical Record Numbers.
• Orient the customer to the registration process, identification, patient rights and responsibilities and consent forms, as required.
• Initiate and forward all merge requests for multiple EPI or MRN records to the Health Information Management department.
• Provide information to patients on expected waiting times, next steps, follow-up appointments proactively and when questions arise.
• Coordinate and assist nursing staff and physicians to prevent and address patient complaints.
• Coordinate with other departments to ensure efficient and accurate scheduling, registration and admission of patients.

Documentation and Reporting

• Follow established workflows to communicate and follow up on customer information.

Personal Responsibility and Team Effort

• Act responsibly and ensure that all job activities are carried out in an efficient and accurate manner.
• Participate in improving Patient Access services, performance and productivity.
• Provide public holiday and out-of-hours coverage as required.
• Collaborate with other team members to provide a seamless service.
• Provide assistance to less experienced representatives and guidance on unusual or complex queries.
• Attend lectures, training sessions, and meetings as required.
• Collaborate and communicate professionally and effectively with team members internally and in other departments.
• Promptly alert management of any issues related to the accomplishment of work assignments.
• Adhere to SEHA standards relating to grooming, dress code, personal hygiene and presentation.
• Accept additional responsibilities as required.

Compliance and Professional Standards

• Comply consistently with facility policies, procedures and practices and ensure alignment with SEHA facilities policies.
• Complete and maintain regulatory requirements including licensure and certification and other mandatory training within established time frames.
• Maintain confidentiality with regards to any information exchanged or received in the current capacity of role in accordance with facility policy.
• Assume the role of a brand ambassador for the facility and promote a customer-focused philosophy in dealing with any stakeholders.
• Maintain positive and effective working relationships within the department and division and with other departments and sections within the facility.
• Adhere to requirements of Occupational Health and Safety guidelines and infection control guidelines.
• Understand and adhere to emergency preparedness plans and policies.
• Dress appropriately to meet the expectations of the specific work area and in alignment with Occupational Health and Safety policies.
• Build key partnerships within the organization for pursuing client-centered, comprehensive, integrated systems of care.
• Comply with any regulations related to mentoring, training, and development of UAE nationals staff.
• Recognize the necessity of continuously developing skills and acquiring additional knowledge appropriate to the position.

Qualifications & Experience

• Diploma in Accounting, Finance, Business Administration, or any relevant field (required).
• Bachelor's degree or equivalent in Accounting, Finance, Business Administration, or any relevant field (desired).