Job Purpose: To monitor and ensure that patient complaints/feedback are addressed and investigated efficiently. To ensure that the patient's medical information is accurately recorded and audited up to date using prescribed healthcare standard in compliance with Dubai Healthcare Authority data policy. Minimum requirements: Bachelor's degree or equivalent experience. Combination of relevant education and work experience may be considered in lieu of a degree. Experience in Healthcare Quality Management is an advantage. Advanced Microsoft Office: MS Word, MS Powerpoint, and MS Excel Strong communication skills, both written and verbal High attention to details with excellent analytical and problem-solving skill. Deep understanding of General Data Protection Regulation (GDPR): data gathering, data storage and methods of data sharing Must be willing to work on shifting schedule, holidays, and weekends. Must be willing to work and relocate in Clark, Pampanga Key Responsibilities and Accountabilities Performs investigation of all reported complaints/incidents, assigns risks category, and provides feedback and recommended actions to the management. Monitor incidents / errors as per Risk Management program, creates root cause analysis, FMEA and other quality tools as needed. Maintains and monitor Complaints/Incident mailbox and Q-pulse. Maintains Risk Matrix and calibrates with the stake holders. Audit of medical records in line with Dubai Healthcare Authority Medical Records Policy. Collect and/or collate sample data in line with sampling methodology. Seek clarification with Team Leader when assistance is required regarding ambiguous or incomplete medical records. Look to reducing reoccurring queries by working with the team on medical record accuracy and clarity. Complies and reports all complaints/incidents and audits weekly to TL. Provides monthly assessment and analysis report. Reviews, evaluates, and makes recommendations for process improvements. Escalate issues and recommend resolutions to the Team Lead. May support junior members of the team in addressing routine issues within the assigned processes. Performs validation of data in compliance with DHA policy and to ensure accuracy of medical records. Key Competencies Meticulous/precise in details Problem solving & Root Cause Analysis Prioritize tasks according to level of criticality. Presentation skills
