Where Ambition and
Innovation Meet with Care

Job Details

SIDRA4848 - Representative - Guest Relations

Department: Not Applicable
Division: Not Applicable
Contract Type: Full Time
Closing Date: 30-Sep-2019
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

Department/Branch Profile:

The Department 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 Department serves as a leader, catalyst and advisory resource for patient experience initiatives across Sidra. The Department 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 department’s major programs include interpretation services, guest relations and volunteer services

Job Summary:
The Representative - Guest Relations 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:
  • Solves patients’ and guests’ problems in a timely manner and usually without referring to the Guest Relation Manager; decision impacts the patients’ experience.
  • Ensures coordination of communication between patients, families and medical staff.
  • Provides superior guest services by greeting all guests individually and pleasantly, with a professional manner and assists the guests/patients efficiently as stated by organizational policies.
  • Responds to all patients inquiries in timely manner.
  • Handles guest complaints and concerns in an efficient and timely manner.
  • Assists patients with problems associated with hospital registration and admission
  • Takes patients issues seriously, solves the issue in a timely manner, and then reports the issue with details to the manager for information collection and processes improvement.
  • Suggests improvements to present hospital systems in a bid to make the system more workable
  • Participates in the interpretation process for a minimum of one appointment a day depending on patients’ demand.
  • Undertakes patients’ data collecting and analyzing when requested.
  • Accesses Cerner to get patient schedules.
  • Oversees VIP/VVIP guests, arrivals, registration and departures when requested.
  • Insures that VIP/VVIP guest’s requests are handled with care when requested.
  • Assists patients and guests with finding ways around Sidra hospital site
  • Assists patients in how to work with Kiosks
  • Emphasizes the importance and value of quality patient service and how it impacts quality of care, medical treatment, and physical facilities at Sidra to ensure a positive experience during the patient/families’ stay at Sidra.
  • Assists in escorting guests to service areas.
  • Locates and utilizes transport facilities as per the patient’s/guests condition.
  • Takes incoming calls from patients and assists with their questions and concerns.
  • Uses telephone etiquette with incoming calls
  • Demonstrates high knowledge of local citizens’ preferences and high cultural awareness.
  • Maintains an organized and clean appearance in all work areas
  • Attends and participates in departmental / facility projects and initiatives, and wear Sidra’s uniform if requested
  • Adheres to Sidra’s standards as they appear in the Code of Conduct and Conflict of Interest policies
  • Adheres to and promotes Sidra’s Values
In view of the evolving needs and opportunities within Sidra, this position may be required to perform other duties as assigned and reporting relationships may vary.
Qualifications, Experience and Skills - Selection Criteria:

 

ESSENTIAL

PREFERRED

Education

Bachelor’s degree in relevant field.

Master’s degree in relevant field.

Experience

3+ years customer service experience/guest relations experience

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

Certification and Licensure

 

International Medical Interpretation Certificate

Professional Membership

 

 

Job Specific Skills and Abilities

  • Bilingual (Arabic-English)
  • Patient and customer focus
  • Excellent communication in both Arabic and English
  • pleasing personality
  • well groomed
  • High cultural awareness.
  • 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
  • Proficiency with Microsoft Office suite
  • Fluency in written and spoken English
  • High volume telephone experience
  • Experience working with others in a fast paced environment
  • Analytical skills
  • Familiar with Cerner Patient Scheduling

 

Additional Information:

Preference will be given to Qatari National/Qatari Mother/GCC National

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

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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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