Representative - Guest Relations (National male)

JOB SUMMARY:

The Representative - Guest Relations is responsible for the management of feedback ensuring patient complaints are investigated and resolutions facilitated. S/he ensures that patient rights and responsibilities are protected and serves as a liaison and advocate between the patient and the hospital. The incumbent promotes customer service best practices and endeavors to make each and every guest interaction a pleasant experience.

KEY ROLE ACCOUNTABILITIES:

Patient Feedback 

• Investigates patient complaints, and ensures the management of complaints are completed as per policy and issues escalated appropriately. 
• Handles patient complaints in a professional and efficient manner, ensuring proper follow-up, service recovery and communication with supervisors and other departments.
• Participates in case investigation according to Patient and Family Feedback policies, procedures and timelines, which includes but is not limited to issue clarification through interviews with patients and families, medical record review, policy and procedure review, interviews with hospital staff and physicians, facilitates case conferences, consultation with quality, legal, administration, and other involved departments.
• Documents patients’ feedback and rounding notes accurately, clearly and in a timely manner as per department guidelines. 
• Maintains a Patient & Family-Centered approach (working in partnership with patients and families on an individual and system level) when reviewing concerns, complaints and/or feedback to recommend required improvements. 
• Works on achieving resolution of complaint/problem at the most appropriate level within the organization structure which requires significant interaction at staff, supervisory, department head and clinical/administrative levels.
• Follows up with investigators and escalates to supervisors if required to assure timely response. 
• Contributes to creating action plans around patient complaint investigation/reviews and related improvements. 
• Communicates action to patients, families, and staff who are involved or will be affected by the results of the investigation.
• Conducts independent daily patient rounding and minimum of bi-weekly patient rounding with the assigned unit/ward leadership. 
• Attends and documents feedback cases received via multiple sources, including but not limited to call center and feedback email, ensuring to proactively action received cases.
• Attends to call center as per departmental schedules, and by using telephone etiquette.
• Participates in patient journey improvement projects. 
• Participates in patient staff conferences to address patients’ complaints and convey investigations outcomes. 
• Participates in patient staff conferences led by security and legal to develop contracts for challenging and/or no adherent patients.
• Addresses patients’ inquiries and concerns in a timely and professional manner, and appropriately seeks guidance from their line manager.
• Collaborates and supports in data gathering and improvement efforts associated to the the Patient and Family Advisory Councils. 
• Conducts follow up discharge calls for selected cases. 
• Captures patient satisfaction survey as required. 
• References and complies with internal policies and procedures, national policies and guidelines, JCI, and other relevant guidelines and practices regarding responding to patient/family concerns, complaints and grievances. 

Guest Services

• Point of contact for high rated and high value guests acting as Sidra liaison for guest requests pre-arrival, in house, and post departure. 
• Supports the delivery of  tailored experiences and establish relationships aimed at building loyalty and repeat visits.
• Oversees VIP/VVIP guests, arrivals, registration and departures when requested.
• Insures that VIP/VVIP guest’s requests are handled with care when requested. 
• Consistently offers professional, engaging and friendly service.
• Promotes all Sidra’s services conveniences and programs offered.
• Ensure selected VIP rooms are prepared to their liking by warming rooms and adding personal touches.
• Supports the coordination and communication between VVIP patients and staff and follow up to ensure we resolve customer concerns.
• Liaise with hotel services, patient access, security and clinical teams to provide an overall comfortable VVIP experience.
• Ensures coordination of communication between patients, families and medical staff.
• Responds to all patients inquiries in timely manner.

Service Excellence

• Collaborates with cross-functional teams to achieve effective solutions for Sidra that support and improve customers’ service delivery. 
• Escalates barriers to care to their line manager and support in implementing solutions. 
• Emphasizes the importance and value of quality patient service and how it impacts quality of care, medical treatment, and physical facilities at Sidra to ensure a positive experience during the patient/families’ stay at Sidra.
• Collaborates with multidisciplinary team on patient rounds and patient conferences, to ensure a patient and family-centered approach.
• Continuously validates and verifies information needed for decision making or documentation.
• Speaks up when team members appear to exhibit unsafe behavior or performance.
• Actively promotes safety for patients, families, visitors and co-workers.
• References JCI regulations and compliance standards. 
• Suggests improvements to present hospital systems in a bid to make the system more workable.

Patient Advocacy 

• Demonstrates therapeutic communication skills by adapting techniques for specific situations.
• Serves as an advocate for patient/family concerns; ensure adherence by self and other staff to department and hospital policies.
• Demonstrates high knowledge of local cultural and religious requirements and high cultural awareness.
• Communicates with all members of the healthcare team on behalf of the patient and family.
• Assists patients with identified needs by appropriately referring and connecting them with organizational resources.
• Anticipates and responds to patients and family’s needs; follows up until needs are met.
• Develops long-term positive relationships with patients and families.  Act as an advocate for the patients and families. 
• Assesses patient and family concerns, documenting in Datix and providing feedback to the relevant areas. 
• Demonstrates comprehensive knowledge related to patients pathways to provide support and counseling, as appropriate to the situation.
• Demonstrates high knowledge of all patients and mainly local citizens’ preferences and high cultural awareness.

Administrative Duties

• Participates in departmental and organizational meetings as required. 
• Prepares and submit reports as required.
• Makes appropriate decisions, using sound judgment.
• Uses resources efficiently and search for less costly ways of doing things.
• Maintains an organized and clean appearance in all work areas. 
• Attends and participates in departmental / facility projects and initiatives.
• Wears Sidra’s uniform if requested.
• Adheres to Sidra’s standards as they appear in the Code of Conduct and Conflict of Interest policies.
• Adheres to and promotes Sidra’s Values.

QUALIFICATIONS, EXPERIENCE AND SKILLS:

ESSENTIAL PREFERRED
Education Bachelor’s degree in nursing or in a relevant field.  Master’s degree in relevant field.
Experience 3+ years in nursing or customer service experience/guest relations experience. 3+ years in nursing customer service experience/guest relations experience in a Hospital environment.
Certification and Licensure
Professional Membership
Job Specific Skills and Abilities

• Bilingual (Arabic-English).
• Patient and customer focus.
• well groomed.
• Demonstrated ability to clearly communicate in a culturally diverse population with respect and dignity.
• Motivated and enthusiastic.
• Demonstrated deep knowledge of local culture, service expectations and Islamic religious beliefs and customs.
• Ability to work independently and also as a member of a collaborative, team-focused work group. 
• Able to plan, organize, prioritize, and work collaboratively and independently to meet deadlines. 
• Exemplifies the Values and service standards and demonstrates a commitment to Patients First. 
• Demonstrated ability to communicate to varying constituencies effectively using excellent oral, written, and interpersonal communication skills. 
• Strong problem solving skills.
• Proficiency in MS Office tools, including Excel, Access and PowerPoint.
• Excellent communication in written and spoken Arabic and English.
• Proficiency with Microsoft Office suite.
• Fluency in written and spoken English.

• High volume telephone experience.
• Experience working with others in a fast paced environment.
• Analytical skills.
• Familiar with Cerner.

Sidra Medicine a healthy population is essential to a strong, prosperous society, and throughout 2020, Sidra continued to provide uninterrupted comprehensive specialist healthcare services for children and young people; and exceptional maternity, gynecology, and reproductive medical services for women, previously unavailable in Qatar and the region.” – H.H Sheikha Moza bint Nasser, Chairperson of Qatar Foundation 
Sidra Medicine represents the vision of Her Highness Sheikha Moza bint Nasser who serves as its Chairperson. This high-tech facility is home to world-class patient care, scientific expertise, and educational resources.