Floor Coordinator

Royale Hayat

DUTIES AND RESPONSIBILITIES:

• To ensure a differences and service recovery every day with every patient throughout his or her hospitalization.
• Positive outcomes of stay.
• Improved quality outcomes, and patient satisfaction which may help transform the acute care delivery model toward a more rational and safe approach.

I. Working in inpatient setting

• Welcome and meet patient upon arrival to the hospital.
• Conduct a courtesy Visit when patient shifted to the ward/ Post-delivery ,responsible of providing patient with all the documents related to their stay ( room policies ,03rd vendors policies, DC letter , Photo consent )
• notify patient about her/his Discharge time ,Package related information
• Explain to patient about the facilities and complimentary services provided during their stay in the hospital (presenting all type of amenities for loyal patients, welcome letter, valet card, extra care amenities, VIP, spa massage, late allocation cake, Afternoon refreshment, WOW gift ,photo .)
• Ensure all room services provided at their convenient (HK,PD, Spa, Nursing ,Maintenance, Valet parking )
• Guide patient in how they control AC according to their needs to meet the desire temperature.(notify maintenance team for any changes)
• Ensure effective communication between patients and other hospital departments (Clinical, Non clinical) in order to fulfill their demands and enquiries.
• Coordinate with Guest experience Manager to present room amenities if any
• Treat all patients at the same level of importance without any discrimination, bias .
• Deal with billing to provide the bill to patients in the room along with the baby gift for best financial services.
• For some inquiries much tougher to handle such as an unexpected charge, or first bill, overcharging, Insurance related, statement errors and escalated to either finance manager or MOD to arrange meeting to clear patient doubt and solve payment issues.
• Demonstrate professionalism and proper customer service skills when interacting and processing payments from patient.
• Collect payment from patient and provide billing related documents (baby certificate, final bill )
• Coordinate with medical staff and admission office in case patient need to extend the stay due to medical condition for her and/ or baby and provide a clear explanation about the room rate and suites offers.
• Inform all concerned department about patient extension (admission office ,Guest relations, Nursing)
• Ensure rapid response to patient needs.
• Act as advocate for patient and escalate issues when necessary in order to contain any problem which may affect their stay and experience.
• Attend patient comment and act proactively with all concerned Department to avoid any harm might affect their perception.
• Follow up with patient to fill the survey in order to have extensive feedback, Suggestion (Use their voices to drive the improvement priorities)
• Coordinate with patient experience officer to arrange for patient exit meeting.
• Present Farwell amenities and Coordinate with DOH to bid a farewell to the patients upon discharge.
• Ensure services are person centered and responsive to individual needs.
• Enhance the role of the Patient Experience Team (medical, none medical) being forward facing in meeting patients needs and supporting engagement activities.
• Increase patient engagement per Care Group.
• Escort patient when leaving the hospital.

EDUCATION AND LI CENSURE:

• High School vocational Certificate or above preferably Graduate in any discipline.

PROFESSIONAL EXPERIENCE:

• Computer literacy
• Arabic & English (speaking , reading & writing)
• 2 to 3 Years of related experience

SPECIALIZED KNOWLEDGE:

• Good customer relations skills
• Positive outgoing personality