Representative – Guest Relations

Job Description

JOB SUMMARY :

The Representative – Guest Relations provides outstanding customer service as a primary front-end contact. S/he is responsible for welcoming and escorting patients upon arrival , assisting patients in clinic and lobby areas , assisting all other corporate customers (patient families, visitors, vendors and staff) in line with the with guest services. The incumbent offers general information and endeavors to make each and every guest interaction a pleasant experience.

KEY ROLE ACCOUNTABILITIES:

• Solves patients’ and guests’ problems in a timely manner and usually without referring to the Guest Relation Manager; decision impacts the patients’ experience.
• Ensures coordination of communication between patients, families and medical staff.
• Provides superior guest services by greeting all guests individually and pleasantly, with a professional manner and assists the guests/patients efficiently as stated by organizational policies.
• Responds to all patients inquiries in timely manner.
• Handles guest complaints and concerns in an efficient and timely manner.
• Assists patients with problems associated with hospital registration and admission
• Takes patients issues seriously, solves the issue in a timely manner, and then reports the issue with details to the manager for information collection and processes improvement. 
• Suggests improvements to present hospital systems in a bid to make the system more workable
• Participates in the interpretation process for a minimum of one appointment a day depending on patients’ demand.
• Undertakes patients’ data collecting and analyzing when requested.
• Accesses Cerner to get patient schedules. 
• Oversees VIP/VVIP guests, arrivals, registration and departures when requested.
• Insures that VIP/VVIP guest’s requests are handled with care when requested. 
• Assists patients and guests with finding ways around Sidra hospital site.
• Assists patients in how to work with Kiosks.
• Emphasizes the importance and value of quality patient service and how it impacts quality of care, medical treatment, and physical facilities at Sidra to ensure a positive experience during the patient/families’ stay at Sidra.
• Assists in escorting guests to service areas. 
• Locates and utilizes transport facilities as per the patient’s/guests condition.
• Takes incoming calls from patients and assists with their questions and concerns.
• Uses telephone etiquette with incoming calls.
• Demonstrates high knowledge of local citizens’ preferences and high cultural awareness.
• Maintains an organized and clean appearance in all work areas. 
• Attends and participates in departmental / facility projects and initiatives, and wears Sidra’s uniform if requested.
• Adheres to Sidra’s standards as they appear in the Code of Conduct and Conflict of Interest policies
• Adheres to and promotes Sidra’s Values

QUALIFICATIONS, EXPERIENCE AND SKILLS:

ESSENTIAL PREFERRED
Education Bachelor’s degree in relevant field.   Master’s degree in relevant field.
Experience 3+ years customer service experience/guest relations experience 6+ years customer service experience/guest relations experience in a Hospital environment
Certification and Licensure International Medical Interpretation Certificate
Professional Membership
Job Specific Skills and Abilities

• Bilingual (Arabic-English)
• Nursing background
• Patient and customer focus
• Excellent communication in both Arabic and English
• pleasing personality
• well groomed
• High cultural awareness.
• Demonstrated ability to respond to guest questions and provide information on local attractions, events or activities
• Demonstrated ability to clearly communicate in a culturally diverse population with respect and dignity
• Demonstrated ability to prioritize duties and tasks assigned
• Proficiency with Microsoft Office suite
• Fluency in written and spoken English

•  High volume telephone experience
• Experience working with others in a fast paced environment
• Analytical skills
• Familiar with Cerner Patient Scheduling

Sidra Medicine a healthy population is essential to a strong, prosperous society, and throughout 2020, Sidra continued to provide uninterrupted comprehensive specialist healthcare services for children and young people; and exceptional maternity, gynecology, and reproductive medical services for women, previously unavailable in Qatar and the region.” – H.H Sheikha Moza bint Nasser, Chairperson of Qatar Foundation 
Sidra Medicine represents the vision of Her Highness Sheikha Moza bint Nasser who serves as its Chairperson. This high-tech facility is home to world-class patient care, scientific expertise, and educational resources.