About this role
<div><div style="padding:10.0px 0.0px;border:1.0px solid transparent"><div style="font-size:16.0px;word-wrap:break-word"><H2 style="font-size:1.0em;margin:0.0px"><u><b>Job Summary</b></u></H2> </div><div><p><span style="font-size:10.0pt"><span style="font-family:'Arial', sans-serif">The Team Lead – Patient Experience will be responsible</span></span><span style="font-size:12.0pt"><span style="font-family:'Calibri', sans-serif"> for b</span></span><span style="font-size:10.0pt"><span style="font-family:'Arial', sans-serif">uilding and promoting the image of the Hospital. S/He will be responsible for extending premium hospitality and exquisite service to the patients/guests across all departments/units, while operating at the highest level of discretion and confidentiality. S/He will ensure and maintain all day-to-day activities of the Department, improve all operational processes, and monitor effectiveness for the Department.</span></span></p> </div></div><div style="padding:10.0px 0.0px;border:1.0px solid transparent"><div style="font-size:16.0px;word-wrap:break-word"><H2 style="font-size:1.0em;margin:0.0px"><u><b>Job Responsibilities 1</b></u></H2> </div><div><p><span style="font-size:10.0pt"><span><span style="font-family:'Times New Roman', serif"><span style="font-family:'Arial', sans-serif">Crafts a personalized, elevated patient/guest experience for patients/guests while always maintaining a positive and professional demeanor. </span></span></span></span></p> <p style="text-align:justify"><span style="font-size:12.0pt"><span><span style="font-family:Calibri, sans-serif"><span style="font-size:10.0pt"><span><span style="font-family:'Arial', sans-serif">Builds patient/guest loyalty utilizing luxury standards that foster an exclusive patient relationship and commitment to service excellence. </span></span></span></span></span></span></p> <p><span style="font-size:10.0pt"><span><span style="font-family:'Times New Roman', serif"><span style="font-family:'Arial', sans-serif">Coordinates with the Director on patient expectations and patient category type.</span></span></span></span></p> <p><span style="font-size:10.0pt"><span><span style="font-family:'Times New Roman', serif"><span style="font-family:'Arial', sans-serif">Provides mentorship and guidance to his/her team towards consistently delivering an elevated patient/guest experience, aligned to the Hospital brand standards.</span></span></span></span></p> <p><span style="font-size:10.0pt"><span><span style="font-family:'Times New Roman', serif"><span style="font-family:'Arial', sans-serif">Handles and coordinates all aspects of a patient journey.</span></span></span></span></p> <p style="text-align:justify"><span style="font-size:12.0pt"><span><span style="font-family:Calibri, sans-serif"><span style="font-size:10.0pt"><span><span style="font-family:'Arial', sans-serif">Leads daily operational and logistical needs and guides overall efficiency in support of the strategic initiatives of the Department. </span></span></span></span></span></span></p> <p style="text-align:justify"><span style="font-size:12.0pt"><span><span style="font-family:Calibri, sans-serif"><span style="font-size:10.0pt"><span><span style="font-family:'Arial', sans-serif">Ensures flawless technological solutions for patients/guests. </span></span></span></span></span></span></p> <p style="text-align:justify"><span style="font-size:12.0pt"><span><span style="font-family:Calibri, sans-serif"><span style="font-size:10.0pt"><span><span style="font-family:'Arial', sans-serif">Responds to special requests from patients/guests and provides prompt follow-up as needed to ensure needs are met with full satisfaction.</span></span></span></span></span></span></p> <p><span style="font-size:10.0pt"><span><span style="font-family:'Times New Roman', serif"><span style="font-family:'Arial', sans-serif">Takes corrective actions in situations requiring immediate intervention, including interpretation and administration of the facility’s policies and work rules. </span></span></span></span></p> </div></div><div style="padding:10.0px 0.0px;border:1.0px solid transparent"><div style="font-size:16.0px;word-wrap:break-word"><H2 style="font-size:1.0em;margin:0.0px"><u><b>Job Responsibilities 2</b></u></H2> </div><div><p style="text-align:justify"><span style="font-size:12.0pt"><span><span style="font-family:Calibri, sans-serif"><span style="font-size:10.0pt"><span><span style="font-family:'Arial', sans-serif">Acts as a coordinator between patient, doctor, and administration.</span></span></span></span></span></span></p> <p style="text-align:justify"><span style="font-size:12.0pt"><span><span style="font-family:Calibri, sans-serif"><span style="font-size:10.0pt"><span><span style="font-family:'Arial', sans-serif">Explains services available and the need for the proper use of them.</span></span></span></span></span></span></p> <p style="text-align:justify"><span style="font-size:12.0pt"><span><span style="font-family:Calibri, sans-serif"><span style="font-size:10.0pt"><span><span style="font-family:'Arial', sans-serif">Oversees non-clinical activities in Outpatient and Inpatient Departments.</span></span></span></span></span></span></p> <p style="text-align:justify"><span style="font-size:12.0pt"><span><span style="font-family:Calibri, sans-serif"><span style="font-size:10.0pt"><span><span style="font-family:'Arial', sans-serif">Coordinates with the senior management in organizing any tours or visits.</span></span></span></span></span></span></p> <p style="text-align:justify"><span style="font-size:12.0pt"><span><span style="font-family:Calibri, sans-serif"><span style="font-size:10.0pt"><span><span style="font-family:'Arial', sans-serif">Communicates pertinent information (verbal and/or electronic) in a timely manner to the Director. </span></span></span></span></span></span></p> <p style="text-align:justify"><span style="font-size:12.0pt"><span><span style="font-family:Calibri, sans-serif"><span style="font-size:10.0pt"><span><span style="font-family:'Arial', sans-serif">Documents pertinent information, actions and decisions and communicates to the Director. </span></span></span></span></span></span></p> <p style="text-align:justify"><span style="font-size:12.0pt"><span><span style="font-family:Calibri, sans-serif"><span style="font-size:10.0pt"><span><span style="font-family:'Arial', sans-serif">Supports clinical, operational and facility services throughout the entire Facility on a 24-hour basis. </span></span></span></span></span></span></p> <p style="text-align:justify"><span style="font-size:12.0pt"><span><span style="font-family:Calibri, sans-serif"><span style="font-size:10.0pt"><span><span style="font-family:'Arial', sans-serif">Collaborates with the clinical and support staff to foster delivery of quality care.</span></span></span></span></span></span></p> <p style="text-align:justify"><span style="font-size:12.0pt"><span><span style="font-family:Calibri, sans-serif"><span style="font-size:10.0pt"><span><span style="font-family:'Arial', sans-serif">Assists in evaluating and reassigning staff during crisis situations.</span></span></span></span></span></span></p> </div></div><div style="padding:10.0px 0.0px;border:1.0px solid transparent"><div style="font-size:16.0px;word-wrap:break-word"><H2 style="font-size:1.0em;margin:0.0px"><b>Additional Responsibilities 3</b></H2> </div><div></div></div><div style="padding:10.0px 0.0px;border:1.0px solid transparent"><div style="font-size:16.0px;word-wrap:break-word"><H2 style="font-size:1.0em;margin:0.0px"><u><b>Job Knowledge & Skills</b></u></H2> </div><div><p><span style="font-size:10.0pt"><span><span style="font-family:'Times New Roman', serif"><span style="font-family:'Arial', sans-serif">Strong Knowledge of the Healthcare industry.</span></span></span></span></p> <p><span style="font-size:10.0pt"><span><span style="font-family:'Times New Roman', serif"><span style="font-family:'Arial', sans-serif">Computer literacy, including the use of word processing and other software packages.</span></span></span></span></p> <p><span style="font-size:10.0pt"><span><span style="font-family:'Times New Roman', serif"><span style="font-family:'Arial', sans-serif">Genuine interest in working within a caring environment.</span></span></span></span></p> <p><span style="font-size:10.0pt"><span><span style="font-family:'Times New Roman', serif"><span style="font-family:'Arial', sans-serif">Team Player.</span></span></span></span></p> <p><span style="font-size:10.0pt"><span><span style="font-family:'Times New Roman', serif"><span style="font-family:'Arial', sans-serif">Ability to communicate effectively at all levels. </span></span></span></span></p> <p><span style="font-size:10.0pt"><span><span style="font-family:'Times New Roman', serif"><span style="font-family:'Arial', sans-serif">High degree of self-organization.</span></span></span></span></p> <p><span style="font-size:10.0pt"><span><span style="font-family:'Times New Roman', serif"><span style="font-family:'Arial', sans-serif">Ability to spot and solve problems, requiring effective decision-making skills.</span></span></span></span></p> <p><span style="font-size:10.0pt"><span><span style="font-family:'Times New Roman', serif"><span style="font-family:'Arial', sans-serif">Ability to work long hours, often under pressure.</span></span></span></span></p> <p><span style="font-size:10.0pt"><span><span style="font-family:'Times New Roman', serif"><span style="font-family:'Arial', sans-serif">Ability to multi-task in a fast-paced environment.</span></span></span></span></p> <p><span style="font-size:10.0pt"><span><span style="font-family:'Times New Roman', serif"><span style="font-family:'Arial', sans-serif">Self-driven with a strong ability to work with minimal supervision.</span></span></span></span></p> <p><span style="font-size:10.0pt"><span><span style="font-family:'Times New Roman', serif"><span style="font-family:'Arial', sans-serif">Ability to think critically and analyze infomration with efficient solution generating skills.</span></span></span></span></p> </div></div><div style="padding:10.0px 0.0px;border:1.0px solid transparent"><div style="font-size:16.0px;word-wrap:break-word"><H2 style="font-size:1.0em;margin:0.0px"><u><b>Job Experience</b></u></H2> </div><div><p><span style="font-size:12.0pt"><span style="font-family:'Arial', sans-serif">Minimum 5 years of experience</span></span><span style="font-size:12.0pt"><span style="font-family:'Arial', sans-serif"> in a similar role in healthcare</span></span><span style="font-size:12.0pt"><span style="font-family:'Arial', sans-serif"> (required). </span></span></p> <p><span style="font-size:12.0pt"><span style="font-family:'Arial', sans-serif">Previous experience in Patient Care/Customer Care and Operations in a complex organization.</span></span></p> <p><span style="font-size:12.0pt"><span style="font-family:'Arial', sans-serif">2-3 years of Supervisory experience. </span></span></p> <p><span style="font-size:12.0pt"><span style="font-family:'Arial', sans-serif">Minimum 1 year of experience in GCC (required).</span></span></p> </div></div><div style="padding:10.0px 0.0px;border:1.0px solid transparent"><div style="font-size:16.0px;word-wrap:break-word"><H2 style="font-size:1.0em;margin:0.0px"><u><b>Competencies</b></u></H2> </div><div><div>Agility</div><div>AI Fluency</div><div>Cultural Competence L3</div><div>Emotional Support L3</div><div>Leadership</div><div>Patient Advocacy L3</div><div>Patient Satisfaction Metrics L3</div><div>Patient-Centered Care L3</div><div>Quality</div><div>Resilience</div></div></div><div style="padding:10.0px 0.0px;border:1.0px solid transparent"><div style="font-size:16.0px;word-wrap:break-word"><H2 style="font-size:1.0em;margin:0.0px"><u><b>Education</b></u></H2> </div><div><div>Bachelor's Degree in any related field</div></div></div></div>