Patient Experience Executive NMC Healthcare

Job Description

• Greets patients or their families and finds out the nature of their enquiry.
• Provides information to assist patients or refer them to appropriate contact, either in the organization or elsewhere.
• Advocates patients’ and their families’ rights and responsibilities, confidentiality, information, and education.
• Develops and maintains the feedback/complaint procedure for customers to use and receive redressal.
• Communicates all information to the Floor Supervisor on a daily basis.
• Expedites the flow of visitors/patients and ensures that each person receives outstanding customer service by providing a friendly environment.
• Provides information about medical insurance coverage to patients and checks the same diligently before sending the patient to the doctor.
• Investigates patient/visitor concerns and implements appropriate courses of action.
• Keeps accurate records of discussions or correspondence with customers.
• Performs duties of handling patient/telephone/cash/back office work as specified in the duty roster.
• Performs other related duties incidental to the work described herein as and when assigned by higher authorities.
• Complies with all OSH and infection control policies, standards, and procedures and cooperates with hospital management to meet those requirements.
• Works in accordance with documented OSH procedures and instructions, following specific responsibilities.
• Is familiar with emergency and evacuation procedures.
• Notifies OSH hazards, incidents, near misses, and issues, and assists with the preparation of risk assessments and incident reports.
• Complies with waste management procedures and policies.
• Attends applicable OSH/infection control training programs, mock drills, and awareness programs.
• Uses appropriate personal protective equipment and safety systems.