Customer Relations Manager

• Develops and promotes high standard of customer care service and increases staff awareness to exceed patient’s expectations.
• Implements customer service activities that contribute to exceeding patients expectations.
• Handles and resolves patient complaints and rewards for patient compliments.
• Develops, maintains and monitors Customer Compliment and Complaint Management Process System.
• Facilitates solutions to patient problems directly or through other department/parties which may include reassignment of customer relations staff accordingly.
• Implements continuous quality improvement activities:
• Determines customer service requirements by maintaining contact with patients; visiting operational environments within the hospital; conducting surveys; benchmarking best practices; analyzing information and applications.
• Ensures employees are highly trained in quality improvement and understand their contributions towards total exceeding in patients satisfaction.
• Executes discipline at all levels to deliver continuous service improvement.Collaborates with Human Resources in recruitment procedures for the Customer Care staff.
• Implements and monitors the staff appreciation program.
• Implements and monitors the employee suggestion program.
• Manages all socially related work of patients when required, in collaboration with the social work department when appropriate.
• Takes corrective action in situations requiring mediation which may include interpretation and administration of hospital policy and work rules relating to customer care services.
• Mediates and problem solves for inter-/intra-departmental issues. Facilitates interdepartmental communication, negotiation and decision-making.
• Documents and communicates relevant information, actions and decisions to the Hospital Administrator.
• Ensures all relevant reports are submitted by the due date.
• Collaborates with clinical and support staff to deliver high quality customer service care on a 24-hour basis.
• Maintains visibility with hospital staff by conducting daily rounds.
• Ensures compliance with the JCI & ISO requirements amongst staff.
• Ensures that corporate vision, mission and objectives are fulfilled. Inculcates and cultivates corporate values.
• Demonstrates ability to see the big picture in terms of the strategic operational plan and ability to monitor and direct processes to fulfill such plans
• Maintains confidentiality regarding patient information and regarding administrative matters of confidential nature.
• Develops and promotes a fair administrative environment which is unbiased and apolitical.
• Serves on administrative and other hospital committees as requested.
• Demonstration of and adherence to the standards of OSHMS pertinent to employee health and safety.
• Supports good communication between professionals;
• Recommends space, equipment, staffing, and other resources needed by the department or service and have a process in place to respond to shortages
• Recommends criteria for selecting the department’s or service’s professional staff and choose or recommend individuals who meet those criteria
• Reviews the staffing plan of the department quarterly to ensure the staffing levels related to the workload do not compromise quality & patient safety.
• Provides  orientation and training for all staff of the duties and responsibilities for the department or service to which they are assigned
• Identifies, in writing, the services to be provided by the department, and integrates or coordinates those services with the services of other departments
• Improves quality and patient safety by participating in hospital wide improvement priorities and in monitoring and improving patient care specific to the department/service
• Engages staff in improvement activities that reflect the hospital wide priorities and address the clinical or nonclinical activities specific to the department / service
• Shares  accountability for the review, selection, and monitoring of nonclinical contracts
• Promotes a culture of safety in the department /& across the hospital.

RESPONSIBILITIES

• Develops and promotes high standard of customer care service and increases staff awareness to exceed patient’s expectations.
• Implements customer service activities that contribute to exceeding patients expectations.
• Handles and resolves patient complaints and rewards for patient compliments.
• Develops, maintains and monitors Customer Compliment and Complaint Management Process System.
• Facilitates solutions to patient problems directly or through other department/parties which may include reassignment of customer relations staff accordingly.
• Implements continuous quality improvement activities:
• Determines customer service requirements by maintaining contact with patients; visiting operational environments within the hospital; conducting surveys; benchmarking best practices; analyzing information and applications.
• Ensures employees are highly trained in quality improvement and understand their contributions towards total exceeding in patients satisfaction.
• Executes discipline at all levels to deliver continuous service improvement.Collaborates with Human Resources in recruitment procedures for the Customer Care staff.
• Implements and monitors the staff appreciation program.
• Implements and monitors the employee suggestion program.
• Manages all socially related work of patients when required, in collaboration with the social work department when appropriate.
• Takes corrective action in situations requiring mediation which may include interpretation and administration of hospital policy and work rules relating to customer care services.
• Mediates and problem solves for inter-/intra-departmental issues. Facilitates interdepartmental communication, negotiation and decision-making.
• Documents and communicates relevant information, actions and decisions to the Hospital Administrator.
• Ensures all relevant reports are submitted by the due date.
• Collaborates with clinical and support staff to deliver high quality customer service care on a 24-hour basis.
• Maintains visibility with hospital staff by conducting daily rounds.
• Ensures compliance with the JCI & ISO requirements amongst staff.
• Ensures that corporate vision, mission and objectives are fulfilled. Inculcates and cultivates corporate values.
• Demonstrates ability to see the big picture in terms of the strategic operational plan and ability to monitor and direct processes to fulfill such plans
• Maintains confidentiality regarding patient information and regarding administrative matters of confidential nature.
• Develops and promotes a fair administrative environment which is unbiased and apolitical.
• Serves on administrative and other hospital committees as requested.
• Demonstration of and adherence to the standards of OSHMS pertinent to employee health and safety.
• Supports good communication between professionals;
• Recommends space, equipment, staffing, and other resources needed by the department or service and have a process in place to respond to shortages
• Recommends criteria for selecting the department’s or service’s professional staff and choose or recommend individuals who meet those criteria
• Reviews the staffing plan of the department quarterly to ensure the staffing levels related to the workload do not compromise quality & patient safety.
• Provides  orientation and training for all staff of the duties and responsibilities for the department or service to which they are assigned
• Identifies, in writing, the services to be provided by the department, and integrates or coordinates those services with the services of other departments
• Improves quality and patient safety by participating in hospital wide improvement priorities and in monitoring and improving patient care specific to the department/service
• Engages staff in improvement activities that reflect the hospital wide priorities and address the clinical or nonclinical activities specific to the department / service
• Shares  accountability for the review, selection, and monitoring of nonclinical contracts
• Promotes a culture of safety in the department /& across the hospital.

QUALIFICATIONS

• Three years Bachelor’s Degree preferably in commerce or administration or Medical required.
• An MBA / MSc HM  is preferred.
• Two years or more in a hospitality position with demonstrated management and administrative skills.
• Outstanding leadership, communication, interpersonal and customer service skills.
• Dynamic public speaker and comfortable when interacting in both one-on-one and group settings.
• Ability to review procedures and implement new models of service delivery to satisfy client and organizational requirements.
• Demonstrated commitment to quality outcomes and ability to consult with staff regarding continuous improvement.
• Excellent command of oral and written English. Arabic language advantageous/desirable but not essential.
• Possess a “can do” and flexible approach.
• Ability to demonstrate highly developed communication and organizational skills at all levels.
• Ability to provide compassionate care that is respectful to patients’ preferences.
• Knowledge of computer skills including Microsoft Word and Excel.
• Ability to work autonomously with minimal supervision and in a team within a complex clinical setting.