Associate Patient Services Advisor

Job Code

30000944

Basic Function

Candidate will be assigned front line employee serving JHAH patients.  Candidate implements various first level professional services in the different fields of Patient Relations and Medical Liaison Office under supervision. Such services aim at maintaining the highest JHAH image and ensure patients satisfaction in JHAH facilities. Assist in districts and contracted Medical Designated Facilities as assigned.

Scope

A Medical Liaison candidate will be required to assist Saudi Aramco Personnel, Government and Private Organization, Ex-employees and non-employee regarding medical related items/issues. Receives referrals from JHAH management offices, Ministry of Health and Private Hospital, Government Correspondences related to medical leave and other medical issues.                                  

A Patient Relations candidate conducts professional field activities in unit programs such as handling and following-up on patient and staff complaints, suggestions, unusual situations, and follow-up on special unit projects in JHAH facilities.

Principal Contacts

Internal: Daily contact with patients/customers, services secretaries and physicians.

External: Saudi Aramco departments, supervisors, government agencies.

Principal Duties

Medical Liaison:

• Responsible to follow-up with the concern physician to complete the outstanding medical report.
• Release of Medical information to the patients and government organization upon their request.
• Follow-up 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 ex-employees, non-employees, and the Aramco Services Company (ASC).
• Received and process Non-Saudi Aramco Government Affairs Correspondence request.
• Responsible to verify outstanding payment for non-medical services provided to Aramco employees prior to approving their departure clearance.
• Manage the approval for medical check-up for kidney transplant for non-Saudi Aramco.

Patient Relations:

• Participates in the 24 hour shift and on call schedule to meet operational needs as directed by the Supervisor.
• Documents concerns regarding access to, coordination, quality and safety of medical care. Clarify customer concerns including translating letters or e-mails from Arabic to English. Review customer concern to assign to triage level.
• Handles and follows-up on all customer complaints and suggestions in coordination with Medical Departments and services and provides feedback to originators.
• 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).
• Performs other miscellaneous duties as directed by the Supervisor.
• Maintains confidentiality with information regarding customers and colleagues.

Education

Bachelor Degree is required, Health related field is preferred.

Experience

• Up to 5 years’ experience in customer care, healthcare field, public relations or human resources field is required for patient relations, preferred for medical liaison.
• 1 year’s minimum experience in JHAH is preferred.

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.
• Medical Liaison Applicants: Command of English language (written and verbal). Spoken Arabic is desirable.
• Patient Relations Applicants: Fluent written and spoken English and Arabic is required.
• Medical terminology training is preferred.