Summary
Fakeeh Care Group is seeking a Patient Relations Officer to support communication between patients, families, healthcare providers, and hospital administration. The role handles patient inquiries and complaints, coordinates with relevant departments, follows up on resolutions, and prepares monthly reports. Applicants should have 0–2 years of experience in customer service, patient relations, or a related field, and a bachelor’s degree in Healthcare Administration, Business Administration, Social Sciences, or a related field. Fluency in written and spoken English and Arabic is required.
The posting
As published on fakeeh.care. Pulled from the employer's site and shown as they wrote it.
Job Purpose:
Serves as a liaison between patients, their families, and Fakeeh healthcare providers, including administration, staff, nurses, and physicians. Identifies patient needs and expectations, assists in addressing concerns, and helps establish a caring and patient-centered environment.
Key Responsibilities and Duties:
- Receives, collects, and documents patient concerns and complaints from various sources, including Duty Managers, staff, official forms, social media, and the FakeehAPP.
- Provides patients and their families with the opportunity to share experiences and express unresolved issues with their healthcare providers.
- Addresses patient inquiries and communicates with relevant departments to ensure patients' needs are fulfilled promptly.
- Investigates or escalates patient complaints in alignment with hospital policies and procedures.
- Ensures timely resolution of patient concerns and confirms patient satisfaction through follow-up with the relevant departments.
- Provides regular updates to patients regarding the status and progress of their complaints.
- Explains Fakeeh Healthcare facility policies and procedures to patients, families, and visitors, ensuring they are fully informed about available services.
- Monitors the quality of care and services within assigned departments to ensure patient satisfaction.
- Facilitates effective communication and coordination between patients, families, healthcare providers, and administrative staff.
- Prepares, maintains, and submits monthly reports on complaints and the PG comments dashboard to the Supervisor / Manager.
- Other duties as assigned within the scope of the job.
Requirements
Skills and Abilities:
Experience:
- 0 – 2 years of experience in customer service, patient relations, or related field.
Education:
- Bachelor's degree in Healthcare Administration, Business Administration, Social Sciences, or a related field.
Language:
- Fluency in written & Spoken English / Arabic.
Licenses / Certifications:
- N/A