Guest Relations Officer-Patient Experience

JOB DESCRIPTION

To 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 any other relevant field
  
  
  

Required:

Specialist Certifications:

• Hospitality, Service Excellence and /or communication
  
  
  

Desired:

• Mastery in client interaction and service recovery
  
  
  

Experience:

Required:

• 2-4 years of relevant experience- working in guest relations and hospitality type roles
  
  
  

Desired:

• Experience in hotel management and or a large Healthcare facility
  
  
  

ABOUT US

At SSMC, we firmly believe that the human touch is a fundamental part of care. We understand that health care is both an art and a science, running deeper than simply diagnosing and treating those who rely on us. Our SSMC Model of Care puts our patients at the forefront of our purpose and at the heart of everything we do, ensuring that the needs of our patients come first. Every one of our patients receives individualized attention from a multidisciplinary team of experts who collaborate closely to deliver trusted and compassionate care. From the very first point of contact with SSMC, to the moment patients are back home, we ensure speciality-specific care at every stage and in every interaction. As one of the largest tertiary hospitals in the UAE, SSMC provides access to specialist medical treatments and advanced diagnostics, with a commitment to becoming a Destination Medical Center in the UAE and wider region.

ABOUT THE TEAM

About Sheikh Shakhbout Medical City (SSMC)

SSMC is the largest tertiary hospital in the UAE and serves to elevate the provision of health care services in the nation under the mandate of the Abu Dhabi Economic Vision 2030.

Supported by the latest diagnostic and treatment modalities available, SSMC offers care in 44 specialties. A team of locally and internationally trained medical, clinical and admin professionals work seamlessly together, which promotes comprehensive interdisciplinary learning, allowing SSMC to become a leading hub for integrated patient-centric medical services in the region.

As the region’s leading tertiary facility, SSMC has 742 patient beds, 18 operating theatres, and includes a hybrid operating room, 26-bed neonatal intensive care unit, and the UAE’s largest pathology lab.