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. Requirements: Skills and Abilities: Experience: - 0 – 2 years of experience in customer service, patient relations, or related field. Education: - Bachelor's degree in Healthcare Administration, Business Administration, Social Sciences, or a related field. Language: - Fluency in written & Spoken English / Arabic. Licenses / Certifications: - N/A

Receives, collects, and documents patient concerns and complaints; provides opportunity for patients to share experiences; addresses inquiries and communicates with departments to fulfill needs; investigates or escalates complaints per hospital policies; ensures timely resolution and follow-up; informs patients about services and policies; monitors quality of care; facilitates communication among patients, families, providers, and staff; prepares monthly reports on complaints and PG comments dashboard; performs other duties as assigned.