Associate - Guest Relations

Job description / Role

Associate - Guest Relations - Medcare Hospital ( Br)

Coordination

- Identify service deficiencies and follow-up for remedial actions by the concerned department
- To participate and contribute to department quality initiatives
- To carryout data collection / support in data collection and record maintenance
- To ensure trained/oriented about the quality systems of the department and follow the training requirements of the organization and department.
- To coordinate with internal and external teams and processes for comfort of Patients
- Ensure coordination of communication between patients and families and medical employees
- Provide patients and families with information on hospital services, procedures and protocols
- Interview patients or families to determine nature of care needed and direct them to the concerned health care providers
- Create and maintain liaison with insurance companies to inquire about payable or paid claims

Compliance

- Ensure the process/functions are carried out in the department as per the norms/standards set by the organization (JCIA/ISO).
- Adhere to all organizational policies.
- To adhere to the safety norms of hospital, follow both patient, and employee safety rules.

Grievance Handling

- Perform crisis intervention duties with a view to facilitate resolutions
- Handle patient complaints and ensure remedial actions are taken within the stipulated time.
- Provide periodical report to the manager on the patient complaints/feedback and action pending status.

Job interactions

- Liaise between patient and various departments of the hospital for service requirements

Requirements

Minimum Experience

- 0-2 years

Specific / Relevant Experience

- Proven experience in guest relations

Aster DM Healthcare Limited is one of the largest private healthcare service providers operating in multiple GCC states and is an emerging healthcare player in India. With an inherent emphasis on clinical excellence, we are one of the few entities in the world with a strong presence across primary, secondary, tertiary and quaternary healthcare through our hospitals, clinics and pharmacies. We have over 20,000 plus dedicated employees across the geographies that we are present in, delivering a simple yet strong promise to our different stakeholders: "We'll treat you well." We reach out to all economic segments in the GCC countries through our differentiated healthcare services across the "Aster", "Medcare" and "Access" brands.

Medcare Hospitals and Medical Centres (Medcare), the premium healthcare division of Aster DM Healthcare, is one of the pioneering healthcare providers in the region.

With a focus on delivering a patient-centric journey as well as encouraging clinical excellence and state-of-the-art care, Medcare operates three multi-specialty hospitals including Medcare Hospital Safa Park Dubai, Medcare Hospital Sharjah and Medcare Women and Children Hospital in Dubai and one specialty hospital Medcare Orthopaedics & Spine Hospital. In addition, it has three specialty centres and 12 multi-specialty centres in key locations across Dubai and Sharjah.

With a team of 350+ qualified healthcare professionals, Medcare promotes and supports the highest standards in preventive, curative and rehabilitative healthcare.

About the Company

From a single medical centre to a performance-driven healthcare enterprise spread across more than 366 medical establishments, including 27 hospitals, 115 clinics and 223 pharmacies in 7 countries and growing, Aster DM Healthcare has transitioned into being the leading healthcare authority across the Middle East and India.

Currently one of the largest and fastest growing conglomerates in the MENA region, Aster DM Healthcare covers the full spectrum of healthcare services. An expansive portfolio includes hospitals and clinics, pharmacies, diagnostic centres, educational institutions, healthcare management and healthcare support systems.

Headquartered in Dubai, the Aster DM network now encompasses more than 19,657 employees( Doctors, Nurses, Others) with JCI accredited clinics and diagnostic centres.

Never content to rest on its laurels, Aster DM Healthcare is constantly seeking opportunities to set new yardsticks with advanced developments. With many more innovative and ambitious initiatives, Aster DM Healthcare has radically catalyzed the healthcare revolution across Middle East & India.

Each of the Group’s verticals is a symbol of distinction, driven by the commitment to build a healthier tomorrow and to take healthcare to the next level of excellence.