1. Ensures integration between the activities of the Contact Center and the Corporate Management leaders and staff as well as with the relevant policies and procedures.

2. Organizes workflow and makes departmental work assignments.

3. Monitors the productivity, effectiveness and quality of customer service interactions.

4. Monitors the individual performance of team members to identify and act on both positive and negative performance, including employee demeanor, technical accuracy, and conformity to policies and procedures.

5. Answers questions and recommends corrective services to address complaints.

6. Assists staff to understand patient needs through new employee orientation programs, provide support to hospital staff in enhancing their communication and conflict resolution skills, and participate in community education programs relating to patients rights.

7. Supports efforts towards service recovery.

8. Maintains confidentiality at all times and does not discuss any information learned internally to anyone outside the unit, department, or hospital.

9. Follows all Hospiatl policies and procedures.

10. Effective screening, accurate analysis of comment/complaint information received, appropriate assignment of complaint level and timely record keeping/intervention as reflected in the performance data .

11. Regular liaison and collaboration with all departments and services (within one’s responsibility), good quality communication and information flow verified by stakeholders.

12. Up-to-records of patient complaint/comment maintained, monthly reports provided within five working days from the end of the month and input into quarterly and annual patient/family complaints/comments reports provided in a timely fashion.

13. Maintain and promote customer satisfaction through effective customer service, performance, program and policy development initiatives and accept accountability.

14. Assist and participate in problem identification, data collection, reporting and development of action plans to improve performance

15. Performs other duties as required.

Job Details

Preferred Candidate

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المهام, لا أفضلية, الأبحاث و التطوير, الإدارة, التسويق, التصميم/الإبداع, التعليم/التدريب, التقني, الخدمات الإدارية الخدمات السوقية (اللوجستية), الخدمات المساندة, الطب, القانون, المبيعات, المحاسبة/الشؤون المالية, المشتريات, الموارد البشريّة الهندسة, خدمة العملاء, سكرتارية, غيرذلك, كتابة/ تحرير, مراقبة الجودة, مواصفات السلامة ,