Patient Experience Executive - UAE National

• Welcome & greet patients and direct them appropriately to the relevant departments giving clear instructions.
• Provide hospital information and answer patient queries.
• Complaints are handled in a structured, timely and professional manner which is fair, courteous and respectful of privacy, to identify problems and to continuously improve the department's services.
• Ensure patients have an overall good patient experience.
• Liaison between departments when required.
• Manage the reception and waiting areas.
• Handles telephone enquiries and directs queries accordingly.
• Follows the duty schedule as assigned by the supervisor which includes different shift timings as per the need of the department.
• Strictly adheres to NMC’s regulations and policies especially those related to infection control, patient safety & JCI.
• Supports Continuous Quality Improvement and participates and contributes to all the quality assurance activities of the service.
• Exercises effective interpersonal skills in dealings with department staff, colleagues and management.
• Maintains patient & staff confidentiality.
• Participates in hospital trainings
• To assist in basic translation as and when required.

Occupational Safety and Health Management Systems

• Comply with reasonable OSH instructions, policies and safe working procedures
• Use of appropriate personal protective equipment and safety systems.
• Be familiar with emergency and evacuation procedures
• Not willfully or recklessly endanger anyone’s health and safety
• Assist with the preparation of risk assessments
• Report OSH Hazards, incidents, Near misses and issues
• Reduce, Reuse, Recycling of waste as much as possible
• Attend all OSH Trainings, awareness programs and mock drills.
Participates in the OSHMS audits, inspections, ensuring standards are maintained

Additional duties/responsibilities (related to ADHICS) assigned to this position in clear, concise language:

Health Information Literacy and Skills:

• Adhere to information systems policies and procedures as required by Health Care Organization.

Privacy, Confidentiality of Health Information:

• Follow security and privacy policies and procedures to the use of networks, including intranet and Internet.
• Follow confidentiality and security measures to protect electronic health information.
• Maintain data integrity and validity within an information system.
• Report any possible breaches of confidentiality in accordance with organizational policies.

Health Information/Data Technical Security:

• Apply departmental and organizational data and information system security policies

Basic Computer Literacy Skills:

• Use basic word processing, spreadsheet and desktop presentation applications as applicable to your work.
• Demonstrate proficiency in Windows operating environment.
Demonstrate use of email, addressing, forwarding, attachments, netiquette.

BCP ROLES AND RESPONSIBILITIES:

• Responsibilities of staff (including all contractors) are:
• Achieving an adequate level of general awareness regarding business continuity Being aware of the contents of their service areas disaster recovery plan and any specific role or responsibilities allocated.
• Participating actively in the business continuity programme when required

Ensuring information governance standards continue to be applied to data and information during an incident

• Welcome & greet patients and direct them appropriately to the relevant departments giving clear instructions.
• Provide hospital information and answer patient queries.
• Complaints are handled in a structured, timely and professional manner which is fair, courteous and respectful of privacy, to identify problems and to continuously improve the department's services.
• Ensure patients have an overall good patient experience.
• Liaison between departments when required.
• Manage the reception and waiting areas.
• Handles telephone enquiries and directs queries accordingly.
• Follows the duty schedule as assigned by the supervisor which includes different shift timings as per the need of the department.
• Strictly adheres to NMC’s regulations and policies especially those related to infection control, patient safety & JCI.
• Supports Continuous Quality Improvement and participates and contributes to all the quality assurance activities of the service.
• Exercises effective interpersonal skills in dealings with department staff, colleagues and management.
• Maintains patient & staff confidentiality.
• Participates in hospital trainings
• To assist in basic translation as and when required.

Occupational Safety and Health Management Systems

• Comply with reasonable OSH instructions, policies and safe working procedures
• Use of appropriate personal protective equipment and safety systems.
• Be familiar with emergency and evacuation procedures
• Not willfully or recklessly endanger anyone’s health and safety
• Assist with the preparation of risk assessments
• Report OSH Hazards, incidents, Near misses and issues
• Reduce, Reuse, Recycling of waste as much as possible
• Attend all OSH Trainings, awareness programs and mock drills.
Participates in the OSHMS audits, inspections, ensuring standards are maintained

Additional duties/responsibilities (related to ADHICS) assigned to this position in clear, concise language:

Health Information Literacy and Skills:

• Adhere to information systems policies and procedures as required by Health Care Organization.

Privacy, Confidentiality of Health Information:

• Follow security and privacy policies and procedures to the use of networks, including intranet and Internet.
• Follow confidentiality and security measures to protect electronic health information.
• Maintain data integrity and validity within an information system.
• Report any possible breaches of confidentiality in accordance with organizational policies.

Health Information/Data Technical Security:

• Apply departmental and organizational data and information system security policies

Basic Computer Literacy Skills:

• Use basic word processing, spreadsheet and desktop presentation applications as applicable to your work.
• Demonstrate proficiency in Windows operating environment.
Demonstrate use of email, addressing, forwarding, attachments, netiquette.

BCP ROLES AND RESPONSIBILITIES:

• Responsibilities of staff (including all contractors) are:
• Achieving an adequate level of general awareness regarding business continuity Being aware of the contents of their service areas disaster recovery plan and any specific role or responsibilities allocated.
• Participating actively in the business continuity programme when required

Ensuring information governance standards continue to be applied to data and information during an incident

Preferably a college graduate in any discipline

Strong interpersonal, verbal and written communication skills.

Excellent command of oral and written English and Arabic language