Overview
Guest Relations Officer-Patient Experience Jobs in Abu Dhabi, Abu Dhabi Emirate, United Arab Emirates at Sheikh Shakhbout Medical City – SSMC
Title: Guest Relations Officer-Patient Experience
Company: Sheikh Shakhbout Medical City – SSMC
Location: Abu Dhabi, Abu Dhabi Emirate, United Arab Emirates
JOB DESCRIPTIONTo ensure a welcoming and supportive culturally sensitive environment for patients, families, and visitors within the hospital. This role is responsible for providing exceptional customer service excellence by addressing patient inquiries, assisting with navigation, resolving concerns, and enhancing the overall patient experience. The Guest Relations Officer acts as a liaison between patients and hospital departments, ensuring seamless empathic communication and service recovery. They contribute to a culture of empathy, respect and patient-centered care by actively engaging patients, gathering feedback, and supporting initiatives that improve patient satisfaction and well-being.
RESPONSIBILITIES
Welcomes patients and visitors warmly upon arrival, providing guidance and support throughout their stay. in a professional and courteous manner
Ensures patient comfort by addressing immediate needs, offering amenities, and maintaining a patient-centered approach.
Assist in arranging special accommodation, transportation, and personalized services for international and VIP patients.
Promote a welcoming and culturally sensitive environment, respecting the diverse needs of SSMC’s patient population.
Assists in a crisis situation, the practice in controlling the flow of visitors and providing guidance and information to the patients and their family
Manages visitors by communicating the visiting time, amenities available, and services SSMC provides
Explains facility policies and procedures for patients, families and visitors
Assists the patient with their concerns that are not able to be solved by their care team directly
Facilitates sharing patient concerns with an appropriate staff member(s), and assist coordinates the resolution of the case among multidiscipline team if appropriate. Follows the case until closure, if needed arranging a family meeting between the practice/operations and the patient and/or their family.
Maintains records of patient requests and concerns using the patient experience database system in an efficient manner for quality improvement opportunities
Communicates with patients and relatives in person with excellent standards of customer care
Assists patient with information on how to submit a formal complaint
Maintains confidentiality of patient information in accordance with facility policy
Accountabilities
Ensures all written documents are clear and in the appropriate format
Maintains the highest standards of patient care and confidentiality
Role-Specific Job Responsibilities
Manage guest relations inquiries via phone, email, or in person
Serve as the primary point of contact for patient inquiries, complaints, and feedback, ensuring issues are addressed promptly and effectively escalating and directing to specific departments.
Guiding staff and colleagues through in the moment concerns with patients using the highest standards of patient centered empathic communication
Working with Patient Experience leadership, practice and operations to identify opportunities
Maintain accurate records of patient interactions and follow-up actions to leadership
Organize and support hospital events, awareness campaigns, and patient experience initiatives
Required:
QUALIFICATIONS
Bachelor’s degree or equivalent in Hospitality or relevant field OR Diploma in relevant field with 3 years of additional experience
Desired:
Master’s Degree or equivalent in Hospitality Management or …
