Acts as an impartial advocate with people receiving services and their representatives to resolve concerns and make positive improvements for people receiving care using a range of complaint resolution techniques including early resolution, conciliation, and investigation. Supports the complaints handling function of the American Hospital Dubai. Acts as a focal point for patient experience, involvement, and complaints management. Ensures focus on delivering a person-centred approach to resolving complaints, concerns and enquiries from patients and carers, promoting patient involvement and using all patient and carer/ family feedback to improve practice, processes, and experience. Acts as the head of formal complaints management, including the administration of the complaint’s module on Datix, follows and guides staff on the complaints process, undertakes complaint investigations, drafts complaint responses, and follows up on learning and improvements. Leads on patient experience and involvement. Encourages patient voice and coordinates diverse patient feedback and engagement through various methods including surveying tools. Analyzes data and identifies themes will empower staff to interact with the data to facilitate continual quality improvement. Collects data from both complaints and patient feedback channels will contribute to and triangulate with overall governance data. Ensures these elements are essential to the safety and quality of the organization so this role is pivotal in ensuring high standards, responsiveness, learning and improvement.

• Ensures effectively triages, investigates, resolves, and documents complaints while ensuring adherence to the patient rights and responsibilities policy and regulatory requirements.
• Evaluates and escalates complex complaints logged in the system when appropriate. 
• Identifies the causes of complaints and ensures appropriate action is taken to deliver optimal quality healthcare services. 
• Collaborates with clinical and operational managers, and internal and external stakeholders to effectively ensure complaints are investigated on time with proper actions/recommendations and follow up on the resolution.
• Provides coordination of and participate in relevant working groups and project advice, expertise and support where requested.
• Identifies and acts upon themes and trends arising from complaints and ensures there is an ongoing cycle of learning arising from complaints and that insight is used to inform service change and improvements.
• Alerts the legal department and the risk management director of any unresolved complaints and potential legal actions. 
• Ensures full compliance with all regulatory requirements and legal requirements. 
• Analyses compliments and complaints data and reports trends and patient feedback to the reporting management and designated committees.
• Supports the development of effective systems to collect, monitor, review, analyse, and learn from patient experience feedback including satisfaction surveys, American Hospital Dubais's websites, comments and suggestions and using this information to support a variety of reports for appropriate committees.
• Provides accurate management information reports regularly and within deadlines to assist management and other departments in meeting their objectives and complaints KPIs. 
• Develops policies and procedures in own work function with an impact on the wider organisation, as required.
• Contributes to the development of an integrated approach to service management.
• Develops and implements data collection systems that will provide accurate and timely data.
• Contributes to the priorities of a team and effectively manages individual caseloads.
• Works with team members to investigate the causes of any variance from the plan and proactively contribute to the implementation of solutions.
• Assists in the induction of new staff and statutory training of existing staff about compliments and complaints training, ensuring regular review and update of training material. 
• Provides support and advice to all staff groups about individual complaints handling.
• Provides ad hoc complaints training to all levels of staff as and when required.

• Bachelor’s Degree in Healthcare Administration, Public Relations
• Clinical background preferred

PROFESSIONAL EXPERIENCE:

• Minimum of five (5) years experience in complaints management in the UAE within a healthcare setting.
• Knowledge of data analysis and statistics.
• Skills in Customer Service - strong customer outcomes focus, confidence, and resilience in managing highly emotive situations with both staff and complainants regularly.
• Skills in Analytical and Problem-solving - the ability to assess and manage risk, work within legislative requirements, and make impartial recommendations.
• Skills in Communication - the ability to write comprehensive evidence-based recommendations and reasons for decisions.
• Skills in Time Management - the ability capacity to work in a busy environment with demonstrated working with competing priorities and the ability to prioritize and manage a caseload.
• Skills in Planning and Organization -  the ability to effectively manage tasks, resources, and time to achieve specific goals or objectives.
• Skills in Collaboration and Teamwork - the ability to work effectively and collaboratively as part of a team to achieve positive outcomes and a positive workplace culture.
• Skills in Interpersonal - the ability to persuade, verbal communication, health promotion and maintenance, health regulations, building relationships, resolving conflict, coordination, listening, organization, and integrity.
• Skills in using computer applications such as Microsoft Office (e.g. Excel, Word, PowerPoint, Outlook, etc.).
• Ability to speak and write Arabic and English fluently.