Patient Relations Officer

To handle all patient concerns and pro-actively ensure all patients' needs are met. To be a point of contact for all departments regarding the Patient Experience. To handle any special patient requests and deal with any complaints or patient queries.

What you will be doing:

• Complaints management.
• Conducting of internal and external audits
• Inform legal team and insurance of any potential legal case
• Preparation of monthly reports for the Patient Experience Monthly Meetings
• Attend and assist patient as and when required
• Be our brand ambassador and build good relationship with patients
• Make follow up calls and handle treatment coordinating work
• Assist patients by understanding their needs and recommending the appropriate services that best meet their needs and exceed their expectations, while building a continuing relationship and loyalty to the Hospital.
• Executes exemplary customer service to drive customer satisfaction and loyalty by assisting the customer and ensuring their satisfaction before, during and after their visit to the Hospital.
• Recording patient issues/complaints on the informal complaints log and recognise any trends.
• To ensure Data Protection Act guidelines are followed and ensure all information concerning patients is treated in the strictest confidence.
• Actively listen and respond positively to patient questions, concerns and requests.
• Daily visits to patients on the ward, ensuring patient expectations are met and

that any issues are dealt with and escalated if required.

What are we looking for?

• HSC/Diploma or any other qualification accepted by the management

• A minimum of one year of experience in healthcare setting

• Knowledge of medical terminologies

• Ability to establish strong, collaborative working relationships with other stakeholders

• Strong verbal and written communication and organizational skills