Patient Family Experience Officer

About the role

The Patient Family Experience Officer will act as a liaison between residents, their families, and the multidisciplinary clinical team at Amana Healthcare. This position ensures timely communication, addresses concerns, and supports a positive experience for patients and families throughout their care journey.

Key responsibilities

• Investigate patient and family complaints or grievances and provide timely responses in line with facility policies.
• Maintain regular communication during investigations and report findings to the Director of Clinical Operations and relevant functional directors.
• Serve as an impartial liaison, promoting positive relationships and facilitating reconciliation or settlement of complaints.
• Collaborate with the Quality department to address quality care or legal concerns.
• Proactively round on units to identify and resolve issues affecting the patient and family experience.
• Support culturally sensitive interactions with residents from diverse backgrounds.
• Represent the facility in handling escalated concerns and communicate outcomes to senior leadership.
• Participate in committees, task forces, and special projects aimed at improving patient satisfaction.
• Manage on‑call duties, addressing immediate concerns from families and patients.
• Arrange and facilitate family meetings (initial, ground‑round, follow‑up, discharge) with clinical and non‑clinical teams.

Required profile

• Bachelor’s degree in a relevant field.
• 0–2 years of experience in customer care, public relations, social or volunteer work, or a related area.
• Excellent verbal and written communication skills.