Where Ambition and
Innovation Meet with Care

Job Details

SIDRA3721 - Clerk - Information Desk (Qatari National/Qatari Mother)

Department: Not Applicable
Division: Not Applicable
Contract Type: Full Time
Closing Date: 10-May-2018
Organizational Profile:

Sidra Medicine is a state of the art academic medical center that will function to the level of the highest international standards. Its clinical focus is on the specialty care of women and children.

Sidra’s Vision is: “Sidra Medicine will be a beacon of learning, discovery and exceptional care, ranked among the top medical centers in the world”.

Achieving this vision will encompass three essential activities:

World Class: Patient and Family Centered Care Health Education Biomedical Discovery

Once fully operational by mid-2018, Sidra Medicine will handle 275,000 outpatient appointments, 11,000 procedures, 100,000 emergency attendances and deliver over 9,000 babies per year, adding capacity to a rapidly growing population and delivering world-class specialist care.

The hospital will include 10 operating theatres, 400 beds, 100 percent single rooms with a private bathroom, a birthing center and an emergency department.

DEPARTMENT/SERVICE PROFILE:

The Division of Patient Experience ensures consistently patient-centered care by partnering with all clinical and non-clinical staff to exceed the expectations of patients and families. The Division serves as a leader, catalyst and advisory resource for patient experience initiatives across Sidra. The Division provides resources and data analytics; identify, support, and publish sustainable best practices; and collaborate with a variety of departments to ensure the consistent delivery of patient-centered care. The Division’s major programs include interpretation services, guest relations and volunteer services

JOB SUMMARY:

The Clerk - Information Desk provides outstanding customer service as a primary front-end contact. S/he is responsible for welcoming and escorting patients upon arrival , assisting patients in clinic and lobby areas , assisting all other corporate customers (patient families, visitors, vendors and staff) in line with the with guest services . The incumbent offers general information and endeavors to make each and every guest interaction a pleasant experience.

KEY ROLE ACCOUNTABILITIES:
  • Provides superior guest service by greeting all guests individually and pleasantly, with a professional demeanor and assists the guests/patients efficiently as stated by organizational policies.

  • Provides guests with verbal or written information about services, locations, choices and amenities

  • Emphasizes the importance and value of quality patient service impacting quality of care, medical treatment, and physical facilities at Sidra and ensures a positive experience during the patient/families’ stay at Sidra.

  • Assists patients and guests with finding ways around Sidra hospital campus and workings of information kiosks

  • Assists in escorting guests to service areas.

  • Locates and utilizes transport facilities as per the patient’s/guests condition.

  • Refers all guest concerns, complaints, suggestions or incidents immediately to the Supervisor so that service recovery may be implemented

  • Takes incoming calls from patients and assists with their questions.

  • Ensures telephone transfers are given the name and phone number to the destination department prior to dispatching the caller.

  • Uses telephone etiquette with incoming calls

  • Maintains an organized and clean appearance in all work areas

  • Attends and participates in departmental / facility projects and initiatives

  • Adheres to Sidra’s standards as they appear in the Code of Conduct and Conflict of Interest policies

In view of the evolving needs and opportunities within Sidra during this pre-operational phase, this position may be required to perform other duties as assigned and reporting relationships may vary

QUALIFICATIONS, EXPERIENCE AND SKILLS – SELECTION CRITERIA:

ESSENTIAL:

  • Diploma in relevant field

  • 1+ years customer service experience/guest relations experience

  • Demonstrated ability to respond to guest questions and provide information on local attractions, events or activities

  • Demonstrated ability to clearly communicate in a culturally diverse population with respect and dignity

  • Demonstrated ability to prioritize duties and tasks assigned

  • Fluent in spoken and written English and Arabic

  • Proficient with Microsoft Office suite

  • High cultural awareness.

PREFERRED:

  • Bachelors in Hospitality/hospitality management.

  • 2+ years customer service experience/guest relations experience in a Hospital environment

  • Hospitality industry

  • Knowledge of patient/family hospitality models and philosophies such as Disney and Ritz Carlton

  • Fluently speak other languages consistent with the population served

Sidra’s Organizational Values:
  • Trust: Being competent; acting consistently, reliably and predictably; acting with honesty and integrity; respecting patient, employee and commercial confidentiality; delivering on commitments
  • Care: Acting with empathy, kindness and compassion; being humble; listening and responding; acting with cultural sensitivity; Caring for patients and staff
  • Teamwork: Sharing information and knowledge and learning from demonstrated expertise; being respectful, and thereby earning respect of others; acting with professionalism; leading and following; collaborating and being accessible
  • Transparency: Frequent and honest communication; open access to information for decision making; willingly acknowledge shortcomings; speaking up about concerns; publishing performance indicators
  • Innovation: Freedom to innovate; welcoming ideas and encouraging creativity; supporting talent; creating confidence; celebrating successes
  • Efficiency: Providing measurable value; using data to drive decision making; having and achieving clear goals; building processes that work; continuously improving outcomes in patient and family care
Privacy and Application Policy

To the extent permitted by applicable laws and regulations, Sidra Medical and Research Center ("Sidra" or "we") collect, use and disclose your personal information in accordance with the principles set out below.

By submitting your CV or job application, you acknowledge that any personal or other information you supply to us may be used by Sidra to assess, evaluate and check your candidacy. You further acknowledge that we may make copies, reproduce, organise, modify, and analyse the information supplied for the purposes of making a selection decision.

You expressly acknowledge that submitting your application does not mean that you will be contacted for an interview or that you will be made an offer of employment.

We reserve the right to discontinue the recruitment process at any stage. Similarly, you have the right to withdraw your active application at any stage of the recruitment process.

We would like to assure your application will be treated with due diligence and thank you for considering employment with Sidra.

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