- Receive patient feedback from all approved channels, including but not limited to:
- TAMM (Abu Dhabi Government platform)
- Emails
- QR code submissions
- Social media platforms
- Website forms
- Ensure all feedback is acknowledged within defined service timelines.
- Maintain confidentiality and data privacy in handling patient information.
- Assign complaints and feedback cases to Patient Experience Officers on the floor based on
- Location
- Nature of the feedback
- Urgency and severity
- Clearly communicate case details, expectations, and timelines to assigned officers.
- Identify SI incidents that might arises from patients' feedback and ensure they are reported and escalated properly.
- Monitor case progress and follow up to ensure timely closure.
- Review and classify feedback into complaints, compliments, service requests and suggestions.
- Accurately categorize feedback and add the category and the sub-category (e.g., access, communication, staff behavior, facilities, clinical experience..).
- Accurately log all feedback into the designated patient feedback management system or tracker
- Ensure completeness and clarity of records to support investigation and reporting
- Track open cases and ensure adherence to internal and regulatory turnaround times.
- Escalate overdue, high-risk, or sensitive cases to the Patient Experience Manager as needed.
- Review case resolutions to ensure responses are appropriate, empathetic, and aligned with patient experience standards.
- Ensure proper closure and documentation of all cases.
- Highlight recurring issues, risks, and improvement opportunities.
- Share insights with the Patient Experience team and relevant stakeholders to support service improvement initiatives.
- Support audits, leadership reports, and regulatory submissions related to patient feedback
- Fluent in speaking, reading, and writing both Arabic and English
- Experience handling complaints, feedback, or case management systems in healthcare setting.
- Bachelor's degree in Healthcare Management, Business Administration, Public Relations, Communications, or a related field.
- Minimum 2–4 years of experience in patient experience, customer service in healthcare organization, healthcare administration, or a related role.
- Experience working within a healthcare or government-regulated environment.
- Experience in Data Processing and Management
- Familiarity with TAMM or other government patient feedback platforms.
- Certification in Healthcare Quality CPHQ/ Patient Experience CPXP
- Training in Patient Experience, Quality, or Service Excellence.
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Patient Voice Coordinator-AHS-Patient Experience - Abu Dhabi, United Arab Emirates - Abu Dhabi Health Services
Description
DescriptionPatient Feedback Intake & Management
Case Assignment & Coordination
Feedback Categorization & Documentation
Monitoring, Follow-up & Closure
Reporting & Trend Analysis
Required:
Desired:
Specialist Certifications
-
Patient Voice Coordinator-AHS-Patient Experience
Only for registered members Abu Dhabi, Abu Dhabi Emirate
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Patient Voice Coordinator-AHS-Patient Experience
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Patient Voice Coordinator-AHS-Patient Experience
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