Patient Affairs Excellence Officer

The Patient Affairs Excellence Officer is responsible for supporting patients and their families throughout their care journey by addressing concerns, providing information, and promoting a positive patient experience. This role plays a key part in ensuring that hospital services are delivered with empathy, professionalism, and in alignment with patient rights and service excellence standards. Organizational Accountabilities: - Ensure work is performed based on approved policies, processes, procedures, and instructions - Identify opportunities for continuous improvement of systems, processes and practices taking into account leading practices, cost reduction and productivity improvement - Ensure day-to-day activities are properly performed in line with policies and procedures - Follow-up on escalated cases/issues of subordinates to ensure they are closed efficiently and in a timely manner Functional Accountabilities: - Serve as a direct point of contact for patients and families to receive concerns, suggestions, and compliments. - Document and follow up on patient complaints or service issues in accordance with hospital policies. - Coordinate with clinical and administrative departments to support timely resolution of patient issues. - Educate patients and families about their rights, responsibilities, and available support services. - Participate in service recovery efforts to ensure patient satisfaction and trust are restored. - Assist in collecting patient feedback through surveys, interviews, or other feedback tools. - Monitor patient waiting areas and service points to identify and address patient needs proactively. - Maintain accurate and confidential records of patient interactions and service resolutions. - Uphold hospital values by promoting courtesy, respect, and clear communication at all times. Requirements: Knowledge and Experience: Minimum 1–3 years of experience in patient relations, customer service, or a healthcare-related support role. Familiarity with patient rights, hospital service policies, and complaint handling procedures. Strong interpersonal and communication skills, especially in high-pressure or emotional situations. Ability to manage multiple tasks while maintaining empathy and professionalism. Experience in documenting service interactions and resolving service-related issues. Education and Certifications: Bachelor’s degree in Healthcare Administration, Social Work, Public Relations, or related field – required. Training or certification in Customer Service, Patient Experience, or Healthcare Quality – preferred.Skills: Excellent administrative and organizational skills. Good communication skills in Arabic and English (verbal and written). Strong proficiency in Microsoft Office (Word, Excel, PowerPoint, Outlook). Ability to prepare clear reports, meeting minutes, and maintain accurate records. Time management skills with attention to detail and accuracy. Basic knowledge of IT service workflows and healthcare IT systems is desirable. Ability to manage confidential information professionally. Attitude: - Strong Work Ethic - Dependability and Responsibility - Possessing a Positive Attitude - Adaptability - Honesty and Integrity - Self-Motivated - Motivated to Grow and Learn Strong Self-Confidence