Experience Coordinator

Title: Patient Experience Coordinator Job Description

Reports to: Director of Patient Experience

Location: Dubai

Job Summary

The Patient Experience coordinator evaluates and makes recommendations to improve the patient experience and journey through education, best practices and continuous process improvements. The experience coordinator manages patient journey and feedback and responds appropriately through listening, recording, reviewing, investigating, and resolving workflow issues and feedback in person, in writing, and in the digital platform.

Duties and Responsibilities

●      Collaborates with the Care Team and Patient Experience leadership to design, implement and evaluate workflows and processes to enhance the patient experience

●      Is constantly aware of and responds to patients during their inclinc journey.

●      Makes workflow changes in conjunction with the care team to ensure smooth patient flow during the patient journey

●      Responsible for receiving, handling and documenting the patient feedback both in person and in writing

●      Receives in person complaints in a respectful, unbiased, and patient centric manner

●      Acknowledges written feedback in a timely manner

●      Collaborates with Care Team members to investigate feedback thoroughly and resolve complaints

●      Ensures proper documentation throughout the feedback resolution process.

●      Provides resolution of feedback to complainants and concerned departments in a timely manner

●      Assists and supports Care Team members in the handling of feedback and process improvements

●      Escalates complaints as appropriate to the Quality Specialist

●      Assists in the review and development of best practices and continuous process improvements

Education and Experience

●      A minimum of  two (2) years patient experience or customer service required 

●      Strong understanding of general complaint handling principles required

●      Fluency in English and Arabic (verbal and written) required

●      Fluency in Arabic (verbal and written) preferred

●      Strong problem-solving and analytical skills preferred

●      Excellent customer service skills required 

●      Experience in Healthcare or hospitality preferred

●      Ability to work independently, exercise creativity, be attentive to detail, and maintain a positive attitude 

●      Ability to manage multiple and simultaneous responsibilities and to prioritize scheduling of work 

●      Ability to maintain confidentiality of all medical, financial, and legal information 

●      Ability to complete work assignments accurately and in a timely manner 

●      Ability to handle difficult situations involving patients, physicians, or others in a professional manner 

IT Roles, Responsibilities and authorities

Data User–General Employee Security Access

●      Adhere to policies, guidelines and procedures pertaining to the protection of information assets.

●      Follow all specific policies, guidelines and procedures associated with access privileges for EMR and other Patient Information duties.

●      Report actual or suspected security and/or policy violations or breaches to IT.