Patient Experience Executive

Job Description

• Welcome & greet patients and direct them appropriately to the relevant departments giving clear instructions.
• Provide hospital information and answer patient queries.
• Complaints are handled in a structured, timely and professional manner which is fair, courteous and respectful of privacy, to identify problems and to continuously improve the department's services.
• Ensure patients have an overall good patient experience.
• Liaison between departments when required.
• Manage the reception and waiting areas.
• Handles telephone enquiries and directs queries accordingly.
• Follows the duty schedule as assigned by the supervisor which includes different shift timings as per the need of the department.
• Strictly adheres to NMC’s regulations and policies especially those related to infection control,  patient safety & JCI.
• Supports Continuous Quality Improvement and participates and contributes to all the quality assurance activities of the service.
• Exercises effective interpersonal skills in dealings with department staff, colleagues and management.
• Maintains patient & staff confidentiality.
• Participates in hospital trainings
• Assist in basic translation as and when required.