Guest Relations Specialist

• Works closely with the multi-disciplinary Patient Experience ward team to maintain recognized standards promoting efficient and seamless patient experience
• Conducts Patient Interview Protocol along with the Head Nurse in charge through rounds
• Ensures follow-up of all patients’ requests in case of room transfer or room upgrading in coordination with the Admission team
• Speeds up the discharge cycle through assisting discharging patients to finish all related documentation to maintain their satisfaction and assist in vacating occupied rooms in coordination with Patient Experience Officers (Administration and Admission Team)
• Initiating the complaint cycle in case of the presence of any dissatisfied patient desiring to file a formal complaint
• Reporting patients’ feedback on a daily basis in Guest Relations Daily Report to be circulated to all Departments
• Represents the hospital and takes responsibility on behalf of different departments in the event of an official complaint when the investigation is required
• Discusses outstanding issues with the Patient Experience Manager
• Ensures forms and documents used by the department are available and sets up a hand-over for the next shift
• Has to fulfill all JCI Standards in terms of Patient and Family rights and ensure compliance with these standards
• Conducting random rounds on public areas and reception areas during the afternoon shift
• Acting as a link between the Sales team, the patient on one hand, and the sponsoring company on the other hand and facilitating all related issues

Bachelor's degree plus 1-3 years of experience