Assistant Patient Experience Officer-Patient Experience
Job Description
Responsible for partnering with practice and operational teams with in-the-moment service recovery and assistance. If the practice and operations has attempted to assist that patient, but they need additional resources, the Assistant Patient Experience Officer, with guidance from the Patient Experience Officer, can be called upon to assist. In addition, they are a resource for information and additional enhancement to the experience of all SSMC visitors.
Responsibilities
• Promotes a welcoming and friendly atmosphere for the patients and visitors
• Ensures to greet patients, relatives, staff and visitors in a professional and courteous manner
• Manages visitors by communicating the visiting time, amenities available, services SSMC provides
• Explains facility policies and procedures for patients, families and visitors
• Assists the Patient Experience Officer with patient concerns that are not able to be solved by their care team directly
• Assists with facilitating sharing patient concerns with appropriate staff member(s), with guidance from Patient Experience officer, coordinating with a multidisciplinary team if necessary.
• Provides support in resolving conflicts within the point of service and acting as an intermediary between patients, families and staff
• Maintains records of patient requests and concerns using the patient experience database system in an efficient manner for quality improvement opportunities
• Communicates with patients and relatives in person with excellent standards of customer care
• Assists patient with information on how to submit a formal complaint
• Maintains confidentiality of patient information in accordance with facility policy
• Encourages patients, families and visitors to provide their feedback through the facility surveys
Accountabilities
• Communicates with patients and relatives in person with excellent standards of customer care
• Collaborates well with colleagues inside and outside of Patient Experience
• Ensures all written documents are in the appropriate format
• Maintains the highest standards of patient care
Qualifications
Experience :-
Required:
• 1-2 years in a similar role
Desired:
• Experience in large healthcare facility
Educational Qualification: Required:
• Diploma in relevant field
Desired:
• Bachelor’s degree or equivalent in any relevant field
