Patient Experience and Grievance Coordinator - RE-ADVERTISING

RESPONSIBILITIES

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 of complaint, 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 work- flow 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.

REQUIREMENTS: 

Bachelor's Degree in any related field, required.

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)