Patient Services Senior Officer

About This Role

Description Job Purpose: To address the comprehensive needs of patients and visitors by ensuring seamless support and care that aligns with Fakeeh Care goals, vision, and quality standards.

Key Responsibilities And Duties

• Motivates, inspires and provides guidance to staff.
• Leads the team as a role model by demonstrating professionalism, accountability, and a commitment to highquality patient care.
• Ensures that staff consistently assist patients and visitors in a cheerful, courteous, and professional manner
• Have an in-depth knowledge of Fakeeh Healthcare facility and the geographical layout of all buildings.
• Conducts daily rounds to ensure consistent delivery of outstanding customer care
• Supports and covers team responsibilities as needed to maintain smooth operations and quality service.
• Resolves patient complaints promptly and efficiently, in collaboration with the team, to enhance satisfaction and service quality.
• Attends White and Mercy codes
• Manages the response process for incoming inquiries via phone and email, ensuring timely and effective communication.
• Handles social media complaints.
• If applicable, oversees playroom activities to ensure they align with patient care and safety standards.
• Ensures staff provide effective discharge support and follow-up to enhance patient care continuity if applicable

All Fakeeh Care employees are responsible for continuous improvement, including:

• Performing all duties and tasks in a manner that supports Fakeeh’s Person-Centered care values.
• Actively contributing to continuous improvement initiatives, within the scope of the role
• Adherence to safety protocols and proactively seeking to address any job-related safety concerns.
• Maintaining strict confidentiality of all sensitive information accessed or encountered during work
• Complying with cybersecurity policies and standards to protect Fakeeh’s systems and participating in awareness training and initiatives to prevent cyber threats.
• Adhering to and upholding Fakeeh Care’s code of conduct, policies and ethical standards.
• Completion of mandatory education as per the requirement, at least one month prior to expiration.

Requirements Skills and Abilities:

• Time management skills
• Computer skills MS Office.
• Organization skills.
• Communication skills.
• Presentation skills.
• Analytical skills.
• Problem solving skills.

Experience 3 – 5 years of experience in similar role

Education Bachelor’s degree in Healthcare Management, Hospitality, Customer Service, or a related field.

Language Fluency in written & spoken English and Arabic