Patient Experience – Section Head

Job Description

An-Najah National University Hospital is one of An-Najah National University academic and medical institutions that aims to provide the Palestinian people with the optimum medical care that ensures the highest patient safety and quality standards

NNUH also aims to invest in Palestinian competencies everywhere to cooperate and work in a transparent and professional environment, in addition to building and enhancing partnerships with the community and local, .national, and international organizations which will ensure sharing scientific and practical experiences

NNUH hiring policy stands upon equality of opportunities, continuous training and development for its staff, and investing in competencies that will enrich its medical and administrative teams; therefore, NNUH is announcing for

Patient Experience – Section Head

Job Requirements

Overview

The Patient Experience Head is responsible managing patient relations and ensuring that patient and their families have a positive experience during their stay at the hospital. The incumbent works directly with staff and departments to solve problems that patients & families may have with the goal of facilitating a positive patient experience. The incumbent aslo acts as an intermediary between hospital departments and the patient/family to bring about the most effective healthcare treatment and positive hospital experience

Key Responsibilities

- Develop and implement NNUH’s patient experience plan

- Develop and maintain patient/family complaint policy and procedure and ensure adherence with approved complaints policy and procedures

- Serves as a central point of contact for patient experience inquiries

- Lead the “voice of the patient” and the patient experience in all hospital initiatives and strategic decisions

- Establish good working relationships with patients and their families, learn what is the most important to them in their hospital experience and their preferences, and communicate findings to the appropriate staff/departments

- Respond to and investigates complaints and concerns and communicate identified issues to appropriate staff/departments

- Work with individuals or departments to limit or resolve delays in service and communicates delays to patients and families

- Respond to patient and family concerns in a timely fashion

- Acts as an intermediary to Hospital Administration on behalf of patients and their families

- Train staff on ways to address patient and family concerns and how to enhance patient’s experience

- Collects data about patient care problems, prepares reports, analyzes trends, and reports information to appropriate departments for action

- Use findings from analysis of trends in complaints to work with staff and departments to develop appropriate remedial plans

- Identify and implement systems and processes to improve patient experience

- Assess patient or family questions and concerns and develops a plan to address needs

- Participate in performance improvement initiatives and provides input into opportunities for improvements

- Treat others with compassion, fairness, courtesy and respect

- Demonstrate exceptional communication skills along with excellent customer service skills

- Supervise staff assigned to the section

- Train staff on marketing and public relations topics

- Perform other duties as assigned

- Comply with hospital’s policies and procedures

Education and Experience

- Bachelor’s degree in a related field; Master’s preferred

- At least 5 years hospital experience including a minimum of three years in a customer service role

Skills

- Excellent computer skills including use of Microsoft Office Suite and Statistical Analysis Software

- Knowledge and/or working experience with patient experience models (e.g. CAHPS, Press Ganey or Gallup)

- High degree of flexibility

- Superior communication skills

- Problem solving skills

- Ability to work with minimal direction and exercise independent judgment

- Strong leadership skills

Job Details

Job Title Patient Experience – Section Head

Deadline 17 - Dec - 2019

Location Nablus

Job Type Full time

Position Level Mid Career

Salary N/A

Degree Bachelor's degree

Experience 5 Years

Category Public Relation Business & Admin Press & Media

Application Instructions

Interested and Qualified candidates are kindly requested to fill the application No later than 17 December, 2019

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Patient Experience – Section Head

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