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Manage entire out-patient journey to ensure and maximize patients’ satisfaction through a smooth and seamless flow of patient experience cycle
Job Responsibility:
To work closely with the multi-disciplinary out-patient team to maintain recognized standards promoting efficient clinic management and seamless patient journey
Ensures smooth day-to-day function of the Out-Patient Department which may include information about available clinic slots and timings to provide necessary information for patients and their families
To be responsible for liaising with consultants and Call Center for accurate bookings and punctual consultant arrival timings
Receive and dispatch inter and intradepartmental emails to guarantee the smooth flow of information
Deal with problems and complaints received and immediately act to restore patients’ satisfaction
Ensures the smooth flow of Q system and generates subsequent reports on patients’ waiting time
Recruits and selects high caliber staff within the departmental budgets and maintain harmonious working relationships
Compiles data for occupancy and census records
Monitors Patient Experience Out-Patient Officers in terms of effective communication with patients and relatives upon their arrival to the Out-Patient clinic, speedy registration process, and accurate invoices creation
Monitors Patient Experience Call Center Officers in terms of ensuring accurate patients’ booking and scheduling
Keeps track of all Departmental Key Performance Indicators and activates Quality Improvement projects
Checks patients’ satisfaction through conducting a Patient Satisfaction Survey on a selected sample of patients visiting Out-Patient Clinics
Sets up the weekly work schedule and vacation plan for Out-Patient and Call Center Officers
Discusses outstanding issues with the Patient Experience Director
To carry out any responsibilities and duties that may be requested by department management
To provide cross-departmental cover and support as necessary and to undertake specific project work as directed by the Patient Experience Director
Generates daily, weekly, monthly and yearly reports with Out-Patient statistics
Conducts monthly performance evaluation on all Out-Patient staff
Requirements:
MBBCH is preferred or equivalent
7 years professional experience with 3 years in a leadership role in a recognized Hospital