Premium Services Partner

jOB SUMMARY:

The Premium Services Partner in the Women's Department at Sidra Medicine plays a pivotal role in delivering an exceptional and personalized unparalleled healthcare experience to our Premium patients, and an unparalleled healthcare experience.

S/he will be responsible for orchestrating every facet of Premium patient care, meticulously ensuring their comfort, satisfaction, and confidentiality. By closely collaborating with the lead physician and a network of hospital departments, the Premium Services Partner ensures that Premium patients receive the highest level of personalized care and attention throughout their healthcare journey.

In addition to blend exceptional organizational skills with unwavering professionalism and discretion, ensuring that Premium patients and their families feel valued, secure, and well-cared-for during their hospital stay and Outpatient Visits.

This role involves coordinating all aspects of Premium patient care to ensure their comfort, satisfaction, and confidentiality are prioritized at all times.

KEY ROLE ACCOUNTABILITIES:

• Patient liaison: Serves as the primary point of contact for Premium patients and their families, ensuring their needs and preferences are understood and met with the utmost professionalism and discretion.

• Liaison with Lead Physician: Collaborates closely with the lead physician to ensure a seamless patient experience. Provide regular updates on patient status, and coordinate medical consultations.

• Appointment Scheduling: Schedules medical appointments, procedures, and tests for Premium patients, working closely with various departments to accommodate their specific requirements.

• Hospital Accommodations: Arranges and oversees Premium patient accommodations, including private rooms, Suites, and specialized amenities, and ensure their comfort and privacy and seamless experience during their stay.

• Exceptional Customer Service: Provides a warm and welcoming environment for patients and their families, making their hospital experience as comfortable as possible. Actively seeks feedback and address any concerns promptly to maintain a high level of patient satisfaction.

• Premium Services: Coordinates special services such as concierge, dietary preferences, and arrangements tailored to Premium patient preferences.

• Patient Education: Offers guidance and information regarding the women's services, procedures, and resources available within the hospital. Facilitate educational sessions or materials for patients as required.

• Confidentiality: Maintains strict confidentiality and adheres to privacy regulations when handling sensitive patient information and coordinating care.

• Communication: Establishes clear and effective communication channels with the lead physician, and the hospital's medical staff to address any concerns or special requests promptly.

• Record Keeping: Maintains accurate and comprehensive records of all interactions, appointments, and services provided to Premium patients.

• Quality Assurance: Continuously evaluates and improves the quality of Premium services, seeking feedback and addressing to the lead physician any necessary changes.

• Team Collaboration: Collaborates with other hospital departments, including nursing, administration, and hospitality, to ensure a cohesive and exceptional Premium service experience.

Administrative Duties

• Participates in departmental and organizational meetings as required.

• Prepares and submit reports as required.

• Uses resources efficiently and search for less costly ways of doing things.

• Maintains an organized and clean appearance in all work areas.

• Attends and participates in departmental / facility projects and initiatives.

• Wears Sidra's uniform if requested.

• Adheres to Sidra's standards as they appear in the Code of Conduct and Conflict of Interest policies

• Adheres to and promotes Sidra's Values

QUALIFICATIONS, EXPERIENCE AND SKILLS:

ESSENTIAL PREFERRED
Education Bachelor's degree in Hospitality/hospitality management or in a relevant field Master's degree in relevant field
Experience 2+ years customer service experience in a Hospital environment preferably with Premium or high-profile patients.
Certification and Licensure
Professional Membership
Job Specific Skills and Abilities

• Bilingual (Arabic-English).

• Patient and customer focused

• Strong organizational and time-management skills.

• Exceptional attention to detail and discretion.

• Proficient in using healthcare management software and tools.

• Ability to remain calm and professional under pressure.

• Understanding of medical terminology and healthcare procedures is an advantage.

• Demonstrated ability to clearly communicate in a culturally diverse population with respect and dignity.

• Motivated and enthusiastic.

• Demonstrated deep knowledge of local culture, service expectations and Islamic religious beliefs and customs.

• Exemplifies the Values and service standards and demonstrates a commitment to Patients First.

• Demonstrated ability to communicate to varying constituencies effectively using excellent oral, written, and interpersonal communication skills.

• Excellent communication in written and spoken Arabic and English.

• Great flexibility and ability to work out of hours is essential.

• Proficiency with Microsoft Office suite

• Fluency in written and spoken English