Patient Experience and Grievance Coordinator

JOB SUMMARY:

This professional position is responsible for assessing patient experience and managing complaints caseload received from beneficiaries of PHC Network Centers. The position will receive complaints and suggestions from the established uptake channels and will actively seek information on patient experience through regular phone calls from beneficiaries who have received health services at the PHC centers. Handling and addressing all grievances received at the level of the PHC department from receipt to resolution with compliance to the Standard Operating Procedure (SOPs)

JOB FUNCTIONS:

• Perform patient experience assessment phone calls to beneficiaries of the PHC centers and
immunization outlets to ensure compliance with the patient centered approach and MoPH directives
in the provision of care.
• Recording and following up on the resolution of any grievances communicated by the beneficiaries
during the patient experience phone calls.
• Train healthcare workers at the healthcare centers on complaints handling SOPs
• Update complaints handling manual and standards operating procedures (SOPs)
• Receive complaints/comments/suggestions through MoPH complaints/grievance uptake channels
(hotline, phone calls, website, mobile app)
• Follow up on complaints handling process from ticket opening to closure (contacting the complainant,
contacting the primary healthcare center, coordinating with MOPH team)
• Liaise with the MoPH hotline on following-up with the complaints
• Ensure the documentation of the complaints handling process through managing a database of
complaints (date of complaint, contact info of complainant, complaint uptake channel, category ofcomplaint, mode of resolution.) Follow-up on citizen engagement at the level of the primary
healthcare centers
• Conduct regular visits to primary healthcare centers to assess the grievance redress system workflow and implementation
• Conduct site/field visits to primary healthcare centers to assess the complaints handling mechanism
at the centers and provide technical support and coaching
• Help developing communication material to promote the complaints uptake channels including
posters and complaints forms.
• Monitor complaints for trends, patterns and systemic/design errors in the project and provide
recommendations
• Develop regular progress reports on grievances with a focus on key performance indicators (KPIs)
• Help and direct developing and updating an online grievance redress system for MoPH.
• Other administrative tasks as requested by the Head of the PHC department.

KNOWLEDGE AND EXPERIENCE:

• At least three (3) years of experience in a similar position.
• Excellent organizational, verbal and written communication, problem solving and team facilitation
skills, required.
• Ability to develop recommendations and provide consultation to solve problems related to
organizational compliance; ability to exercise judgment in interpreting and applying standards, policies
and procedures.
• Ability to work with a varied of disciplines and levels of staff across departments
• Proficient in use of Microsoft Office (Word, Excel, PowerPoint) and data analysis software.
• Fluent in English and Arabic (French is of added value)

EDUCATION:

• Bachelor's Degree in any related field, required.