Coordinator - Patient Community engagement

The Coordinator - Patient and Community Engagement provides general support to the People Education and Communication Manager and division staff as appropriate. The post holder coordinates with patient support or Focus Groups, Community Engagement Strategic Agreements, Community Visits, Events and Campaigns, Patient and Family-Centered Care (PCC) Framework, related projects, and programs to PCC, and the Patient and Family Advisory Council (PFAC) in the organization and their collaboration in the community.

The Coordinator - Patient and Community Engagement helps the team to establish and maintain positive and meaningful relationships with local organizations and community leaders and supports facilitating community activities across Sidra Medicine. S/he works in collaboration with others to create a vision and plan under which to achieve patient and community engagement, by helping to create proposals and workflows for campaigns and programs, providing general assistance with ongoing programs, and being a liaison assistant for the Patient and Family Advisory Council (PFAC). The incumbent communicates effectively; understanding, attending to details; organizing, and collecting data; collaborating, and supporting event planning and coordination.

• Performs general assistive functions including but not limited to calendar management, electronic documents management, and maintain office systems to maximize efficiency.
• Assists in report and proposal preparation including basic formatting and proofreading.
• Provides administrative support to the division team.
• Provides diary management, meeting coordination, and record keeping support for the section.
• Demonstrates professionalism at all times when interacting with internal and external customers.
• Ensures that confidentiality is maintained in all transactions.
• Assists in maintaining day-to-day operations of the unit.
• Helps in preparing Services Level Agreements (SLAs) of partnership with other organizations including but not limited to charities.
• Develops reports, minutes of meetings, agendas, and other required documents related to Patient/Community Engagement activities and projects.
• Assists in recording and maintaining data related to programs within the patient/community unit.
• Develops and maintains positive working relationships.

• Demonstrates standard of performance (ownership, teamwork communication, compassion) that supports patient satisfaction and principles of service excellence.
• Promotes awareness of cultural diversity.
• Helps in facilitating and participating in cross-functional performance improvement teams.
• Provides support for strategic and operational projects.
• Supports implementing and maintaining service standards and quality control services and procedures.
• Aids in developing and maintaining strategic community external relationships working in partnership with PEX leadership.
• Assists in creating programs policies and procedures including related workflows.
• Works collaboratively with other employees, and community members, demonstrating high level of cooperation, customer service, and respect for others.
• Assists in creating project plans, workflows, and proposals for relating programs and/or projects.
• Supports with the Management of the selection criteria and recruitment of PFAC members, including screening and interview processes.
• Supports the Management of the onboarding process (including necessary training) for PFAC members.

• Helps in promoting patient and community engagement programs and collaborating with other departments for the same.
• Assists in planning for, and organizing some aspects of the PFAC meetings. Including but not limited to assisting with meeting room settings, printing meeting related documents, welcoming advisors and directing them to their seats, taking minutes of meetings, and helping with babysitting when needed.
• Assists in coordinating the meetings, acting as a liaison according to the organizations strategies and priorities and coordinating with the leadership of different departments, including Quality, documentation, and any other related activity to this task.
• Assists in creating applicable communication messages to internal and external constituents.
• Supports patient support or focus groups by assisting with room settings, printing relevant documents, and note taking.
• Assists in organizing Patient/Community visits.
• Assists in managing the responses to PFAC hotline, PFAC email and all other relevant communication channels.
• Assists in organizing appropriate patient and community engagement events at Sidra Medicine.
• Supports community engagement project management plans.
• Represents Sidra Medicine in select community-related activities.

• Adheres to Sidras standards as they appear in the Code of Conduct and Conflict of Interest policies
• Adheres to and promotes Sidras Values

In view of the evolving needs and opportunities within Sidra, this position may be required to perform other duties as assigned and reporting relationships may vary.

WORK ENVIRONMENT THE ROLE OPERATES IN

• Work is normally performed in a hospital environment
• Limited physical effort is required
• Little exposure to physical risk, however, close contact with patients and families is routine

ORGANIZATION VALUES

• Trust: Being competent; acting consistently, reliably and predictably; acting with honesty and integrity; respecting patient, employee and commercial confidentiality; delivering on commitments
• Care: Acting with empathy, kindness and compassion; being humble; listening and responding; acting with cultural sensitivity; Caring for patients and staff
• Teamwork: Sharing information and knowledge and learning from demonstrated expertise; being respectful, and thereby earning respect of others; acting with professionalism; leading and following; collaborating and being accessible
• Transparency: Frequent and honest communication; open access to information for decision making; willingly acknowledge shortcomings; speaking up about concerns; publishing performance indicators
• Innovation: Freedom to innovate; welcoming ideas and encouraging creativity; supporting talent; creating confidence; celebrating successes
• Efficiency: Providing measurable value; using data to drive decision making; having and achieving clear goals; building processes that work; continuously improving outcomes in patient and family care

QUALIFICATIONS, EXPERIENCE AND SKILLS SELECTION CRITERIA

ESSENTIAL

PREFERRED

Education

Bachelors Degree

Bachelors Degree in Business Administration, Public Health, or related field

Experience

2+ years of experience in customer service, voluntary services and/or community relations

• Experience in a large, complex healthcare organizational or integrated system
• Experience within Healthcare settings is preferred.

Certification and Licensure

Professional Membership

Job Specific Skills and Abilities

• Knowledge of diverse communities and cultures.
• Excellent written and verbal communication and interpersonal skills.
• Attention to details while preserving high level of output.
• Demonstrated electronic documentation and organization skills.
• Proven ability to maintain confidentiality. Ability to actively listen and be responsive to others needs.
• Ability to prioritize and organize work.
• Ability to interact with and work around people.
• Knowledge of best practices in community relations and community and population health.
• Ability to create and provide recurrent reports.

• Proficiency with Microsoft Office suite
• Fluency in written and spoken English
• Demonstrated customer service skills.
• Professionalism and competency in dealing with a variety of individuals and organizations.
• Arabic language proficiency