Job Summary
| Position Title | Patient Relations Supervisor |
|---|---|
| Hiring Organization | American Hospital Dubai |
| Job Location | Dubai |
| Base Salary | AED |
| Job Schedule | Full Time |
| Required Degree | High School National Diploma |
| Required Skills | Basic Computer Literacy, Communication Skills, CQI/JCI |
| Joining | Immediately |
| Nationality | Any |
| Languages | English, Arabic |
Position Details
- Patient Relations Supervisor
- Supports the provision of safe, patient and family focused quality care, assists in the daily functioning of the clinic/department in support of patient care while maintaining confidentiality, supports the successful achievements of Clinic Operations strategic goals, provide ongoing and continuous supervision of all Patient Relation Staff, strives to exceed the service expectations of customers, regularly convey and monitor performance standard with all Patient Relations Staff, ensures that every Patient Relation Staff member has effectively completed and is proficient in Meditech Practice Management System and any other required hospital training programs
Responsibilities
- Ensure attendance by all PRR staff, Information Desk Switchboard and Porters at Hospital and Clinic based in-services or other educational events as required.
- Actively participates in Hospital / Department wide performance improvement activities.
- Ensures safe working environment through strict compliance with Hospital Policy and Procedure regarding safety, infection and security.
- Develops and evaluates Policy & Procedures in collaboration with Director of Clinic Operations & AHD PI Director, as required.
- Promotes incident, customer complaint and patient satisfaction survey reporting to improve patient and family care.
- Review all/any incidents, occurrences, near misses and complaints within the department and report findings as per the Hospital Policy.
- Provides continuous, direct supervision of PRR staff in all clinic areas. Maintains a consistent supervisory presence in the clinics in collaboration with the Clinic Manager.
- Provides the Clinic Manager feedback regarding PR Staff performance.
- Liaises with Clinic Manager in addressing and troubleshooting clinic operational problems as they present themselves on day-to-day basis.
- Provides direct supervision to the PRR staff. Organizes and communicates their assignments and responsibilities in collaboration with Clinic Manager.
- Ensures 100% attendance for staff at mandatory in-service.
- Ensures 100% completion of departmental and unit specific competencies and continues education program.
- Ensures 100% of new staff completes a planned, documented departmental orientation.
- Adheres to hospital charging and accounting policies and procedures.
- Ensures ongoing individual performance appraisals are objectively completed for staff members against set criteria. Assists with action plans arising from these appraisals as necessary. Provides clear feedback to team members in a manner that is conductive to maintaining and improving performance. Counsels and/or disciplines staff when appropriate.
- Promotes the effective orientation, precepting and support new staff. Provides a welcoming work environment for new staff and ensures appropriate preceptors are made available to assist with orientation. Monitors and tracks individual progress.
- Supports the recruitment of staff and encourages and promotes the retention of all staff.
- Establishes and maintain effective administrative process in unit. Prepares quarterly reports and maintains records of activity and outcomes. Conduct clinic meetings and maintains minutes.
- Organizes Meditech training with new PR staff. Schedules new staff for training, assigns trainer, monitors progress, and addresses any training deficiencies.
- Organizes and conducts education to PRR, whenever needs arises.
- Liaise with IT department in addressing and troubleshooting Meditech operational issues as they present.
- Monitors cash outstanding/No show/Employer details report on a daily basis. Investigates all accounts of patient walkouts, and late charges entries.
- Provides cashier training to reduce cash outstanding episodes.
- Works collaboratively and effectively with the finance department and other hospital staff to reduce cash outstanding.
- Liaises with Insurance Department to resolve registration errors.
- Arranges the monthly schedule of the reception, switchboard, porters and PRR Staff of clinics without Clinic Managers.
- Organizes the master schedule of all PRR staff to ensure adequate coverage of the clinics.
- Reassigns PR staff to cover clinic areas in times of illness or vacations in collaborations with Clinic Managers under the supervision of the Director of Clinic Operations.
- Maintains full knowledge of hospital services.
- Demonstrates adequate Medical Terminology.
- Demonstrate computer literacy (in Meditech System) and efficiency.
- Demonstrate computer literacy (excel, PowerPoint) and efficiency.
- Participates in the interview of the new PRR staff and provides the feedback to the Clinic Manager.
- Ensures that all patient Relation Staff are proficient in Down Time Procedure .
- Performs all duties and tasks as per the hospital Code of Conduct and in line with the hospital Vision and Mission.
- Remains professional at all times and does not involved in any out of committee/departments discussion regarding policies, data and information obtained within the department and as part of assigned duties.
- Accepts additional duties, within the scope of practice in periods of higher workload, and need s and as assigned by PRR Coordinator/ or Director of Clinic Operations.
- Maintain regular working hours as per the employee contract.
- Upheld the hospital values as per the C-I Care Program.
- Promotes and participates in departmental team work.
- Promotes a blame free culture of transparency with a friendly and open working environment for all employees
Requirements
- High School National Diploma
- College degree is preferred but not required
- Excellent English and Arabic verbal/written communication skills.
- Basic computer literacy
- Exposure to / experience with customer service principles
- Exposure to / experience with CQI/JCI principles
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