Patient Family Experience Officer, Emirati

M42 delivers comprehensive healthcare services across the full continuum of care; from primary care to advanced specialty treatments. Leveraging cutting-edge health technologies and precision medicine, we ensure the highest standards of effectiveness, efficiency, and patient-centered outcomes. With a global presence spanning more than 480 facilities in 27 countries and a dedicated workforce of over 20,000 professionals, M42 is uniquely positioned to redefine the future of healthcare on a global scale.

Amana Healthcare is a leading long-term care and rehabilitation provider in the Middle East and GCC, and the region’s pioneer in post-acute care services. It offers comprehensive long-term care, post-acute rehabilitation, transitional care, and home healthcare. As part of the M42 network, Amana is dedicated to delivering high-quality, patient-centered care tailored to the needs of individuals requiring complex or extended recovery support.

• Investigates patient/family complaints/grievances and provides appropriate/timely response as per the facility’s policies and procedures.
• Maintains regular communication during the investigation and, based on investigation results, inform the Director of Clinical Operations (DCO) and the functional director, as indicated.
• Serves as an impartial liaison between the resident/family and hospital departments/administration, promoting a positive relationship and acting as a vehicle for responding to patient complaints while supporting reconciliation, compromise or settlement.
• Works in tandem with the Quality department to provide best outcomes for patients with quality care or legal concerns.
• Proactively rounds on units, serving as a resource to residents, families and staff - thereby facilitating identification of issues relating to a patient's hospital experience.
• May review/edit written communication from other department managers and Patient Representatives.
• Supports responsive relationships with residents of varying cultural, socioeconomic and religious backgrounds to ensure that needs of all patients are handled with sensitivity.
• Represents the facility in the handling of escalated residents and families concerns and grievances, the outcome of which is communicated to the DCO.
• Participates in committees/task forces and other special projects as required to support patient satisfaction.
• Solves minor issues immediately through the facility’s administration and addresses the major ones to the relevant unit.
• Responsible for taking on-call duties and effectively managing concerns from both families and patients.
• Playing an active role focusing on patients’ centred care working with clinical and non-clinical departments.
• Arrange the family meetings (Initial, Ground round, follow-up, discharge) between the patients or families and other teams.

• Bachelor’s degree in a relevant field
• 0-2 years of prior work experience in a relevant field
• Prior experience in relavant field, such as, Costumer Care, Public Relations, Social and Volunteer work
• Excellent verbal and written communication skills.