Patient Experience Assistant

The Patient Experience Assistant provides exemplary customer service to patients and customers who access services at the Health Service Authority, assisting to address any customer/patient concerns in a timely manner and providing support to the Patient Services Unit.

Primary Responsibilities: The successful candidate will provide assistance and direction to patients, families, and visitors as well as co-workers with courtesy and discretion in both the in-patient and out-patient settings. Receiving and responding to telephone calls and emails in a timely manner is an important aspect of the job. The candidate works collaboratively and interchangeably to carry out similar duties undertaken by the other members of the patient experience team. This includes greeting and assisting patients, families, and visitors throughout their healthcare journey with the HSA. Provides advocacy, proactive intervention, and support to ensure patient expectations are met and exceeded. Ensures complaint follow-up and resolution and maintains a database of compliments as well as complaints and the detailed resolutions to enable trending and ultimately service improvement. Responds promptly to customer needs; responds to requests for service and assistance. Monitors waiting rooms, and section suggestion boxes. Assists with analysing real-time staff and patient surveys. Identifies potential disruptive situations by communicating with individuals respectfully and with concern for their wellbeing.

Qualifications and Experience: The successful candidate should possess an Associate’s Degree in Business Administration, healthcare, or a related field; strong written and verbal skills as well as four (4) years previous customer service experience OR eight (8) years working experience in the customer service area specifically handling patient/customer issues objectively and achieving timely resolutions. Must be able to demonstrate respect, responsibility, integrity, caring and excellence, the HSA’s core values transcending the diversity of religion, race, and culture. Applicants must demonstrate a tolerance for high levels of stress in dealing with difficult and demanding customers and possess highly developed interpersonal skills, including the willingness and ability to be a team player. A flexible work schedule will be required where periodic weekend and evening work will be expected.