Patient Voice Coordinator-AHS-Patient Experience

Job Description Patient Feedback Intake & Management

• Receive patient feedback from all approved channels, including but not limited to:

• TAMM (Abu Dhabi Government platform)

• Emails

• QR code submissions

• Social media platforms

• Website forms

• Ensure all feedback is acknowledged within defined service timelines.

• Maintain confidentiality and data privacy in handling patient information.

Case Assignment & Coordination

• Assign complaints and feedback cases to Patient Experience Officers on the floor based on
• Location
• Nature of the feedback
• Urgency and severity
• Clearly communicate case details, expectations, and timelines to assigned officers.
• Identify SI incidents that might arises from patients’ feedback and ensure they are reported and escalated properly.
• Monitor case progress and follow up to ensure timely closure.

Feedback Categorization & Documentation

• Review and classify feedback into complaints, compliments, service requests and suggestions.
• Accurately categorize feedback and add the category and the sub-category (e.g., access, communication, staff behavior, facilities, clinical experience..).
• Accurately log all feedback into the designated patient feedback management system or tracker
• Ensure completeness and clarity of records to support investigation and reporting

Monitoring, Follow-up & Closure

• Track open cases and ensure adherence to internal and regulatory turnaround times.
• Escalate overdue, high-risk, or sensitive cases to the Patient Experience Manager as needed.
• Review case resolutions to ensure responses are appropriate, empathetic, and aligned with patient experience standards.
• Ensure proper closure and documentation of all cases.

Reporting & Trend Analysis

• Highlight recurring issues, risks, and improvement opportunities.
• Share insights with the Patient Experience team and relevant stakeholders to support service improvement initiatives.
• Support audits, leadership reports, and regulatory submissions related to patient feedback

Qualifications Required:

• Fluent in speaking, reading, and writing both Arabic and English
• Experience handling complaints, feedback, or case management systems in healthcare setting.

Desired

• Bachelor’s degree in Healthcare Management, Business Administration, Public Relations, Communications, or a related field.
• Minimum 2–4 years of experience in patient experience, customer service in healthcare organization, healthcare administration, or a related role.
• Experience working within a healthcare or government-regulated environment.
• Experience in Data Processing and Management
• Familiarity with TAMM or other government patient feedback platforms.

Specialist Certifications

• Certification in Healthcare Quality CPHQ/ Patient Experience CPXP
• Training in Patient Experience, Quality, or Service Excellence.