PATIENT EXPERIENCE INFORMATION OFFICER

Description

At POLICLINICA GIPUZKOA, we are seeking a candidate with the possibility of **immediate incorporation** to cover the position of ***Patient Experience Information Officer***. A **full-time contract is offered for sick leave coverage. Shift work.** Responsibilities: * Welcoming and assisting patients with self-registration at kiosks, as well as supporting them with any related procedures: printing reports, certificates, etc. * Providing basic information on the functioning and accessibility of services related to our hospital. Guiding patients. * Providing specific information about the center and its service offerings. * Providing specific information to private patients or those in equivalent categories. * Providing information about the Patient Portal. Assisting with app/web download, explaining its functionality, and managing incidents. * Guiding patients or their relatives regarding their queries. * Performing basic general information tasks regarding services. * Informing and facilitating administrative procedures related to the Emergency Department, such as admissions, appointment management, or others. * Delivering non-clinical, in-person information services. * Monitoring admission and discharge flows to provide timely, up-to-date information at all times. * Welcoming patients, prioritizing healthcare assistance. * Verifying that the patient has provided their email address and is registered on the Patient Portal; if not, informing the patient about the application, coordinating with Admissions to collect the email address, and completing registration. * \-Accompanying relatives to inpatient units whenever necessary. * Managing the flow of patients and relatives in waiting areas. * Monitoring service response times, delays, patient and relative inquiries, and real-time tracking of patient status and location within the Emergency Department. * Reviewing diagnostic test waiting times. * Contacting the laboratory or radiology department if any test exceeds its scheduled timeframe. * Administrative branch FPGM qualification or equivalent. * Prior experience in customer/patient service. * Healthcare sector experience is valued. * High-level Basque language proficiency; English proficiency is an asset. Skills: * Autonomy: problem-solving, proactive, and excellent patient orientation. * Office and digital skills. * Empathy and service vocation. * Teamwork. * Discretion.