Patient Admin Executive

• Welcome & greet patients and direct them appropriately to the relevant departments giving clear instructions.

• Provide hospital information and answer patient queries.

• Complaints are addressed and forwarded to the assigned team timely and professional manner which is fair, courteous and respectful of privacy, to identify problems and to continuously improve the department's services.

• Manage VIP patients accordingly.

• Ensure patients have an overall good patient experience.

• Liaison between departments when required.

• Manage the reception and waiting areas.

• Handles telephone enquiries and directs queries accordingly.

• Work according to the scheduling of the department to ensure operational coverage.

• Maintain quality service by ensuring quality customer service standards, identifying trends & recommending process improvements.

• Support marketing events, being a point of contact for potential new patients.

• Supporting corporate patient experience initiatives.

• Working closely with the Quality Department and provide applicable data for KPIs.

• Ensure Patient Experience as per the complaints management policy.

• Strictly adheres to NMC’s regulations and policies especially those related to infection control, patient safety & JCI.

• Supports Continuous Quality Improvement and participates and contributes to all the quality assurance activities of the service.

• Exercises effective interpersonal skills in dealings with department staff, colleagues and management.

• Maintains patient & staff confidentiality.

• Orientate new joiners and sign of probation periods.

• Ensure professional conduct and discipline within the team is followed.

• Attend staff engagement initiatives.

• Continuously monitor and measure plans against quality indicators and department objectives, ensuring regular audits are in place, analyse the data and give relevant feedback.

• Complete goals and self-appraisals on time.

• Maintain quality service by ensuring quality customer service standards, identifying trends & recommending process improvements.

• Complaint management & process improvements linked to overall patient experience.

• Participates in Hospital training programs.

• To create and continuously maintain an enabling environment where people can develop and grow.

• Available for bi-annual performance conversations.

• Training plan is developed and monitored to ensure continuous improvement and skill.

Maintain professional conduct and discipline within the team