Patient Relations - Officer

Job Purpose:

Serves as a liaison between patients, their families, and Fakeeh healthcare providers, including administration, staff, nurses, and physicians. Identifies patient needs and expectations, assists in addressing concerns, and helps establish a caring and patient-centered environment.

Key Responsibilities And Duties

• Receives, collects, and documents patient concerns and complaints from various sources, including Duty Managers, staff, official forms, social media, and the FakeehAPP.
• Provides patients and their families with the opportunity to share experiences and express unresolved issues with their healthcare providers.
• Addresses patient inquiries and communicates with relevant departments to ensure patients' needs are fulfilled promptly.
• Investigates or escalates patient complaints in alignment with hospital policies and procedures.
• Ensures timely resolution of patient concerns and confirms patient satisfaction through follow-up with the relevant departments.
• Provides regular updates to patients regarding the status and progress of their complaints.
• Explains Fakeeh Healthcare facility policies and procedures to patients, families, and visitors, ensuring they are fully informed about available services.
• Monitors the quality of care and services within assigned departments to ensure patient satisfaction.
• Facilitates effective communication and coordination between patients, families, healthcare providers, and administrative staff.
• Prepares, maintains, and submits monthly reports on complaints and the PG comments dashboard to the Supervisor / Manager.
• Other duties as assigned within the scope of the job.

Experience

Skills and Abilities:

• 0 – 2 years of experience in customer service, patient relations, or related field.

• Bachelor's degree in Healthcare Administration, Business Administration, Social Sciences, or a related field.

• Fluency in written & Spoken English / Arabic.

• N/A