Patient Experience Officer

About Fakeeh Care Group

Fakeeh Care Group is a leading healthcare provider dedicated to delivering high-quality patient care and enhancing the overall patient experience. Operating in Riyadh, Saudi Arabia, the group is committed to fostering a patient-centered environment across its facilities.

The Role of Patient Experience Officer

Fakeeh Care Group is seeking a Patient Experience Officer to join its team in Riyadh. This full-time role is ideal for individuals with 0-1 years of experience who are dedicated to supporting initiatives that improve patient satisfaction and ensure a positive care journey within an assigned facility.

Role Purpose

The primary purpose of this role is to support and implement initiatives that enhance patient satisfaction, address concerns, gather and analyze patient feedback, and collaborate with staff to ensure a positive and patient-centered care experience within the assigned facility.

Key Responsibilities

• Respond promptly and professionally to inquiries from patients, visitors, and staff, whether in person or by telephone.
• Provide accurate and helpful information to patients, visitors, and the public in a clear and professional manner.
• Perform daily rounds in inpatient rooms, outpatient clinics, waiting areas, and other facilities as applicable.
• Identify and document findings during rounds, taking appropriate actions to resolve issues or escalating them as necessary.
• Greet visitors and guests, directing them appropriately.
• Receive and document informal complaints, forwarding them to the Patient Relations team.
• Attend and support emergency codes White and Mercy.
• Assist patients during the discharge process to ensure a smooth and satisfactory experience, if applicable.
• Support and enhance the overall patient journey by fostering a patient-centered approach.
• Record all activities and findings related to inpatient rounds, if applicable.
• Maintain an in-depth understanding of the Fakeeh Health Care facility layout and services to provide accurate information and assistance.
• Resolve customer complaints promptly and logically to enhance satisfaction and improve service quality.
• Support the collection and analysis of patient feedback to identify opportunities for improvement.

Candidate Profile

The ideal candidate will possess 0-1 years of relevant experience, demonstrating a strong commitment to patient satisfaction and service excellence. Essential attributes include excellent communication skills for effective interaction with patients, visitors, and staff, coupled with a proactive approach to problem-solving and issue resolution. A foundational understanding of healthcare operations and facility navigation is crucial for effectively supporting patient needs.

Work Environment and Application

This full-time position is based within a Fakeeh Care Group facility in Riyadh, Saudi Arabia. The Patient Experience Officer will work collaboratively with various departments to uphold and enhance the high standards of patient care. Interested candidates are encouraged to apply to contribute to a patient-focused healthcare environment.