Patient Experience Manager- Hospital

Core Functions

Ø Patient Experience Strategy:

Develop and execute a comprehensive patient experience strategy aligned with the organization's mission and values.

Identify opportunities to enhance the patient’s journey from admission to discharge.

Implement initiatives to improve patient satisfaction, engagement, and loyalty.

Ø Team Management:

Lead, mentor, and manage a team of patient experience coordinators and customer service representatives.

Provide guidance and support to ensure staff members deliver exceptional patient service.

Ø Cross-Functional Collaboration:

Collaborate with medical and administrative departments to ensure consistent and excellent patient care.

Establish communication channels to gather feedback from patients, families, and staff, and use this information to drive improvements.

Ø Data Analysis and Reporting:

Collect and analyze patient feedback and satisfaction data.

Generate regular reports and insights for senior management, identifying trends and areas for improvement.

Ø Training and Development:

Develop training programs for staff members to enhance their communication and interpersonal skills.

Conduct workshops and training sessions to improve patient interactions.

Ø Quality Assurance:

Monitor and evaluate patient interactions, ensuring compliance with established service standards.

Implement quality assurance processes to maintain a consistent and positive patient experience.

Ø Complaint Resolution:

Address patient complaints and concerns promptly, striving for effective resolution.

Escalate complex issues to relevant departments and work towards a satisfactory resolution.

General OSH Responsibilities

Familiarize and comply with all OSHMS policies, standards and procedures that are relevant for their workplace.

Attend applicable facility and departmental safety training and follow OSHMS policies and procedures.

Take reasonable care for their own health and safety and the environment.

Take reasonable care for the health and safety of colleagues and the environment that may be affected by the employee’ acts or omissions at the workplace.

Cooperate with all Entity Managers and OSH team with respect to any action taken by them to comply with OSHMS requirements.

Notify supervisor or department safety representative of any hazards, mishaps, or incidents within or outside their area of work.

Experience required:

Minimum, 10 years’ experience in a reputable organization, with minimum of 3-5 years in a Senior position

Skills required:

• Proven experience in a patient experience or customer service leadership role within a healthcare setting.
• Strong understanding of patient-centered care principles and customer service best practices.
• Excellent communication, interpersonal, and problem-solving skills.
• Expertise in troubleshooting application, network, and security problems.
• Proficiency in data analysis and reporting tools.
• Great analytical, problem-solving, and communication skills.
• Fluency in English is required; knowledge of Arabic is an advantage.

Essential:

· Quality management experience

· Knowledge of guidelines, healthcare standards, and regulations

· Experience with clinical outcomes, safety, and patient experience data

Preferred:

Bachelor’s degree in Healthcare Administration, Business Management, or a related field

Certified Professional in Healthcare Quality (CPHQ) or Certified Professional in Patient Safety (CPPS), master’s degree and/or other evidence of advanced commitment to profession.