Job Description

Qualifications and Requirements:

1. Education:

• Bachelor’s degree in Healthcare Administration, Social Work, Public Health, or a related field is required.

• Master’s degree in Healthcare Management or a related field is preferred.

2. Licensure/Certification:

• Relevant certification in patient relations, healthcare administration, or customer service is an advantage.

3. Language Proficiency:

• Proficiency in English (spoken and written) is required.

• Proficiency in Arabic is preferred but not mandatory.

4. Other Requirements:

• Strong understanding of healthcare regulations and standards in Saudi Arabia, including CBAHI.

• Willingness to work flexible hours, including evenings and weekends, as needed.

Roles and Responsibilities:

The Patient Relations Director is responsible for overseeing all aspects of patient relations and ensuring that the hospital delivers a high standard of patient care and satisfaction.

This role includes managing patient feedback, handling complaints, resolving conflicts, and coordinating between patients, families, and healthcare providers. The Patient Relations Director works closely with hospital leadership to implement patient-centered policies, improve service delivery, and enhance the overall patient experience.

1. Patient Experience Management:

•Develop and implement strategies to improve the overall patient experience within the hospital.

• Oversee the patient feedback process, ensuring that concerns, complaints, and suggestions are addressed in a timely and professional manner.

• Act as an advocate for patients, ensuring that their rights and needs are respected throughout their hospital stay.

2. Complaint Resolution and Conflict Management:

• Manage the resolution of patient complaints and grievances, working closely with department heads and healthcare providers to resolve issues efficiently.

• Mediate conflicts between patients, families, and staff, ensuring that all parties reach a satisfactory resolution.

• Develop policies for handling difficult situations and ensure staff are trained in conflict resolution.

3. Patient Communication and Education:

• Ensure that patients and families receive clear and accurate information regarding their care, hospital policies, and available services.

• Develop and distribute patient education materials to help patients navigate the healthcare system and understand their rights.

• Ensure that communication between patients and healthcare providers is clear, empathetic, and respectful.

4. Collaboration with Healthcare Teams:

• Work closely with physicians, nurses, and other healthcare providers to ensure a seamless, patient-centered approach to care.

• Attend patient care meetings and collaborate with clinical teams to advocate for patient concerns.

• Ensure that healthcare providers are informed of patient feedback and work with them to address concerns proactively.

5. Quality Improvement Initiatives:

• Lead quality improvement initiatives aimed at enhancing patient satisfaction and service delivery within the hospital.

• Collaborate with department heads to implement changes that improve patient care and reduce complaints.

• Monitor patient satisfaction data and report on key performance indicators (KPIs) related to patient relations.

6. Staff Training and Development:

• Develop and deliver training programs for hospital staff on patient relations, communication, and customer service.

• Ensure that staff understand the importance of patient-centered care and are equipped to handle patient interactions professionally.

• Provide ongoing education and support to improve staff performance in patient relations.

7. Policy Development and Implementation:

• Develop and update hospital policies related to patient care, satisfaction, and feedback processes.

• Ensure that all policies are in line with regulatory requirements and best practices for patient relations.

• Work with hospital leadership to ensure policies are communicated and implemented effectively across the organization.

8. Patient Advocacy:

• Act as a patient advocate, ensuring that patients’ rights are upheld and that they receive fair treatment throughout their hospital experience.

• Ensure that vulnerable populations, such as elderly or disabled patients, receive

appropriate support and care.

• Liaise with external patient advocacy groups and community organizations to

provide additional resources and support to patients.

9. Data Analysis and Reporting:

• Analyze patient feedback, satisfaction surveys, and complaint data to identify

trends and areas for improvement.

• Prepare regular reports for hospital leadership on patient relations, including

recommendations for improving service quality.

• Use data-driven insights to guide decision-making and policy changes within the

department.

10. Regulatory Compliance:

• Ensure that the hospital complies with all relevant regulations and standards

related to patient care and relations, including those set by the Ministry of Health

and CBAHI.

• Stay informed of changes in healthcare regulations and ensure that the hospital’s

patient relations policies remain up-to-date.

• Ensure that the department adheres to privacy and confidentiality regulations

regarding patient information.

11. Budget and Resource Management:

• Manage the budget for the Patient Relations Department, ensuring that

resources are allocated effectively.

• Identify and propose necessary resources or technology to enhance patient

relations services.

• Monitor spending and ensure that the department operates within the allocated

budget.

12. Community Engagement:

• Build strong relationships with the community to enhance the hospital’s

reputation as a patient-friendly institution.

• Participate in community events and outreach programs to promote the

hospital’s commitment to patient care.

• Gather feedback from the community to inform patient relations strategies.

13. Additional Duties:

• Perform other duties as assigned by the Internal Communication Director.

• Take on special projects and initiatives to further improve the patient care experience within the hospital.

Knowledge, skills, and abilities:

1. Leadership and Management:

• Strong leadership skills with the ability to manage a team of patient relations officers and administrative staff.

• Proven ability to develop and implement strategies to improve patient satisfaction.

2. Conflict Resolution and Mediation:

• Expertise in handling patient complaints and mediating conflicts between patients, families, and healthcare providers.

• Ability to remain calm and professional in high-stress situations and ensure satisfactory resolutions.

3. Communication Skills:

• Excellent verbal and written communication skills to effectively interact with patients, families, and hospital staff.

• Ability to present data and reports to senior management clearly and concisely.

4. Interpersonal Skills:

• Strong interpersonal skills with the ability to build relationships with patients, families, and healthcare providers.

• Compassion and empathy in addressing patient concerns and needs.

5. Problem-Solving and Analytical Thinking:

• Ability to analyze patient feedback and satisfaction data to identify areas for improvement.

• Strong problem-solving skills to address patient concerns and develop solutions.

6. Organizational Skills:

• Excellent organizational skills with the ability to manage multiple tasks, projects, and priorities.

• Ability to delegate tasks effectively and ensure that the department operates efficiently.

Experience:

1. Minimum of 7-10 years of experience in a patient relations or healthcare management role, with at least 3 years in a leadership position.

2. Experience in a hospital or healthcare setting in Saudi Arabia is preferred.