Navigation Analyst

Job description / Role

The Navigation Analyst assumes overall responsibility for ensuring the quality of the patient/family experience within the services provided by the Department of Surgery. The incumbent identifies and enacts initiatives on behalf of the Department, with the aim of continually improving the experience of patients and their families, in alignment with Sidras standards for Patient Experience

The Navigation Analyst involves planning, organizing, and supporting the pathway of patients through the services of the Department by utilizing various analytical methods. He/ she also implements programs and processes designed to build and improve patient experience within Surgery Department, and to create and sustain a culture of patient satisfaction with the Department.

KEY ROLE ACCOUNTABILITIES:
- Provides assistance to patients and their families in order to enhance the experience provided by the Department of Surgery
- Manages ongoing execution of service excellence initiatives and the delivery of an outstanding patient experience by the Surgery Department
- Manages the end-to-end process of bringing patients through the Department of Surgery, including internationally, from initial identification of patient through treatment navigation and to follow-up also applies this process for charity cases identified by Sidra
- Coordinates with surgeons on a regular basis in order to gain a strong understanding of their specialties
- Promotes the surgeons expertise and identifies patients that can be attracted to their services from the MENA region and beyond and includes various business development activities
- Provides training programs, localized strategies and Department-based activities to increase awareness of specific behaviors and techniques that affect patient satisfaction to the Surgery Management.
- Coordinates patient satisfaction recognition programs and complaint management programs for the Department
- Sets up strong communication channels with patients and their families before, during and after their treatment
- Generates, records and presents to management data on patient satisfaction for the Department
- Identifies and directs resources to positively impact patients and achieve sustainable results
- Participates in the development and implementation of the Surgery Business Affairs Division plans, in line with the corporate objectives, in order to continually improve the overall patient experience
- Ensures the effectiveness of Sidras Service Excellence initiatives and their alignment with Patient and Family Centered Care, resulting in a culture of clinical and service excellence
- Analyzes skill and knowledge gaps, and ensures that relevant coaching is provided to leaders, physicians and all department staff in order to develop service excellence competency at all levels
- Ensures that all the communication made by Department clinicians with patients and their families complies with Sidra standards
- Liaises with various teams across the organization to ensure that the needs/requirements of patients and their families are met
- Identifies the appropriate stakeholders within the organization for improving the patient experience; liaises with those parties to ensure that the needs/requirements of patients and their families are met
- Ensures compliance with organizational policies, procedures and quality standards and performs other related duties, including special projects, as requested or required
- Adheres to Sidras 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

Requirements

- 3+ years of experience in a similar role
- Experience analyzing, measuring and optimizing business processes and procedures in a cross-functional environment
- Strong track record of leadership and customer service
- Process driven
- Meticulous attention to detail
- Service excellence and performance improvement expertise
- Exceptional interpersonal communication skills
- Critical thinking and innovation
- Demonstrated skills to structure approach strategically based on needs of audience
- Bachelors Degree in business or health care related field.
- Demonstrated ability to work independently
- Strong understanding of service excellence best practices and tools and communicate them effectively to accomplish results
- Proficiency in Microsoft Office suite
- Fluency in written and spoken English

About the Company

Sidra Medical and Research Center will be an ultramodern, all-digital academic medical center which will set new standards in patient care for women and children in Qatar, the Gulf region and internationally.

It will encompass three essential missions:

World-Class Patient Care Medical Education Biomedical Research

Sidra will work closely with its academic partner Weill Cornell Medical College in Qatar (WCMC-Q) and Hamad Medical Corporation in regard to all three missions, raising the standard of health care throughout the country and providing valuable opportunities for research and learning. Sidra is part of a dynamic research and education environment in Qatar that includes leading international institutions, such as Georgetown University, as well as other newly established national research centers.