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Senior Patient Services Advisor

3 months ago

Al Qaţīf, Eastern Province, Saudi Arabia Johns Hopkins Aramco Healthcare Full time

Senior Patient Services Advisor
Job Code:

Basic Function:

Scope:

Principal Contacts:

Internal:

Daily contact with Chief Physicians, Chief Nurses and Division Heads of other medical services and professional medical staff in JHAH field wide.

Some contact with Medical Chiefs, staff and Management of Public Relations, Government Affairs department Computer and Communications, security departments and other essential contacts.


External:
Saudi Aramco departments, supervisors, government agencies.

Principal Duties:

Medical Liaison:

  • Responsible for followup with the concerned physician to complete the outstanding medical report.
  • Release of medical information to the patients and government organization upon their request.
  • Followup approval of the sick leave for students, teachers, government employees, escort certificates, and verified if required.
  • Medical information request received and process from Saudi Aramco exemployees, nonemployees, and the Aramco Services Company (ASC).
  • Received and process Non-Saudi Aramco Government Affairs Correspondence request.
  • Responsible for verifying outstanding payment for nonmedical services provided to Aramco employees prior to approving their departure clearance.
  • Manage the approval for medical checkup for kidney transplant for nonSaudi Aramco.

Patient Relations:

  • Depending on the nature and level of complainant, handles, followup, monitors and evaluates all patients and staff complaints and suggestions in coordination with medical departments and services and provides feedback to originators and Medical Management.
  • Utilizes academic expertise and knowledge to implement unit programs and/ or develops team members and intervening strategies related to coaching and staff Performance Evaluation Program (PEP).
  • Monitors the routine Patient Relations reports and evaluates JHAH facilities, hospitals and clinics and Contracted Designated Hospitals.
  • Plans, monitors and participates in the JHAH and Patient Relations Campaigns to promote health and the image of the organization.
  • Performs other miscellaneous duties as directed by the Supervisor.
  • Monitors the Patient Relations staff performance in relation to handling and followup of customer complaints and suggestions.
  • Assists the Unit Supervisor in preparing various statistical reports such as monthly reports, accountability reports, business and operating plans, manpower allocations and budgets.
  • Followup on Patient Relations programs in the different districts and regions and reports on these programs to the Supervisor.
  • Maintains confidentiality with information regarding customers and colleagues.

Education:

Bachelor Degree is required, Health related field is preferred.

Experience:

Minimum 10 years' experience in customer care, healthcare field, public relations, or related fields.

Certifications/Other requirements as applicable:

  • Maintain computer skill/experience.
  • Excellent communication skills and public relations skills.
  • Ability to acquire quickly a basic knowledge of the organizational structure of JHAH and the Saudi Government.
  • Fluent written and spoken English and Arabic.
  • Medical terminology training is preferred.