Patient Experience Coordinator

Taiba Hospital

  • Kuwait City
  • Permanent
  • Full-time
  • 1 month ago
Provide a welcoming, supportive, and caring first point of contact for patients, families, and visitors. Assist with non-medical requests, guide them through hospital services, and ensure their comfort and satisfaction throughout their visit.
  • ACCOUNTABILITIES
  • Systems and Processes: Follow all relevant policies, processes and procedures so that work is carried out in a controlled and consistent manner; contribute in cost-efficient usage of resources to reduce wastage and unnecessary expense.
  • HSE and Risk Management: Adhere to all relevant HSE and Risk management procedures, instructions and controls.
  • Confidentiality & Ethics: Maintain patient privacy and confidentiality at all times, and uphold the highest standards of integrity and ethical behavior.
SPECIFICACCOUNTABILITIES
  • Welcoming & Assistance:
  • Greet and assist patients, families, and visitors in a friendly and supportive manner.
  • Guide patients to appointments and answer non-medical questions before their visit.
  • Guide and transport patients (including VIPs) within the hospital when needed.
  • Patient Rounds & Engagement:
  • Conduct daily rounds in inpatient and outpatient areas to ensure patient comfort and satisfaction.
  • Promote patient rights and responsibilities during interactions.
  • Support patient and family engagement through patient education during rounds.
  • Support & Communication:
  • Document and report complaints, suggestions, or feedback to the Patient Experience Officers as per hospital policy.
  • Support officers and team members in following up and resolving basic concerns.
  • Answer calls and emails; follow up with patients and visitors as needed.
  • Conduct hospital tours for visitors if requested.
  • Collaboration:
  • general support to non-medical departments within the scope of the role when required.
  • Other Duties:
  • any additional related tasks as assigned by management.
  • Empathy and Emotional Intelligence: Demonstrates understanding, patience, and care in every interaction with patients, families, and visitors.
  • Service Excellence: Provides a welcoming, supportive experience that promotes patient satisfaction.
  • Collaboration and Teamwork: Works effectively with the Patient Experience team and other hospital departments to support smooth patient flow and service..
  • Integrity and Confidentiality: Maintains patient privacy and handles sensitive information with professionalism.
  • Technical Competence Uses hospital systems and basic computer applications confidently to document information, follow up, and communicate clearly.

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