•   Promotes a welcoming and friendly atmosphere for the patients and visitors •   Ensures to greet patients, relatives, staff and visitors in a professional and courteous manner •   Manages visitors by communicating the visiting time, amenities available, services SSMC provides •   Explains facility policies and procedures for patients, families and visitors •   Assists the Patient Experience Officer with patient concerns that are not able to be solved by their care team directly •   Assists with facilitating sharing patient concerns with appropriate staff member(s), with guidance from Patient Experience officer, coordinating with a multidisciplinary team if necessary. •   Provides support in resolving conflicts within the point of service and acting as an intermediary between patients, families and staff •   Maintains records of patient requests and concerns using the patient experience database system in an efficient manner for quality improvement opportunities •   Communicates with patients and relatives in person with excellent standards of customer care •   Assists patient with information on how to submit a formal complaint •   Maintains confidentiality of patient information in accordance with facility policy •   Encourages patients, families and visitors to provide their feedback through the facility surveys Accountabilities •   Communicates with patients and relatives in person with excellent standards of customer care •   Collaborates well with colleagues inside and outside of Patient Experience •   Ensures all written documents are in the appropriate format •   Maintains the highest standards of patient care