Patient Relations Officer

About Fakeeh Care Group

Fakeeh Care Group is a leading healthcare provider committed to delivering high-quality patient care in Riyadh, Saudi Arabia. The group focuses on fostering a supportive and patient-centered environment across its facilities, ensuring comprehensive and compassionate services for all patients and their families.

Role Summary

The Patient Relations Officer acts as a vital link between patients, their families, and Fakeeh healthcare providers, including administration, staff, nurses, and physicians. This full-time role is based in Riyadh, Saudi Arabia, and is responsible for identifying patient needs and expectations, assisting in addressing concerns, and contributing to a caring and patient-centered healthcare environment.

Key Responsibilities

• Receive, collect, and document patient concerns and complaints from various sources, including Duty Managers, staff, official forms, social media, and the FakeehAPP.
• Provide patients and their families with opportunities to share experiences and express unresolved issues with their healthcare providers.
• Address patient inquiries and communicate with relevant departments to ensure patients' needs are fulfilled promptly.
• Investigate or escalate patient complaints in alignment with hospital policies and procedures.
• Ensure timely resolution of patient concerns and confirm patient satisfaction through follow-up with relevant departments.
• Provide regular updates to patients regarding the status and progress of their complaints.
• Explain Fakeeh Healthcare facility policies and procedures to patients, families, and visitors, ensuring they are fully informed about available services.
• Monitor the quality of care and services within assigned departments to ensure patient satisfaction.
• Facilitate effective communication and coordination between patients, families, healthcare providers, and administrative staff.
• Prepare, maintain, and submit monthly reports on complaints and the PG comments dashboard to the Supervisor / Manager.
• Perform other duties as assigned within the scope of the job.

Qualifications and Experience

Candidates for the Patient Relations Officer position should possess 0-1 years of relevant experience, ideally within a healthcare or customer service environment, demonstrating a foundational understanding of patient interaction and support.

Work Setting

This is a full-time position located in Riyadh, Saudi Arabia, within the operational framework of Fakeeh Care Group's healthcare facilities.

Application Information

Interested candidates who meet the specified qualifications are encouraged to apply for this role.