Job Description
| This role is responsible for enhancing the overall patient journey across hospitals and clinics. The role is responsible for designing and executing initiatives that improve patient satisfaction, promote patient-centered care, and support service recovery. Working in close collaboration with clinical and non-clinical teams, the position monitors patient feedback, drives culture change, and ensures compliance with UAE regulatory and international standards related to patient care experience. |
| Key Accountabilities |
| The post holder will:Develop and implement the patient experience strategy in alignment with the group’s clinical and operational vision.Oversee patient experience programs across all healthcare facilities, ensuring consistency and excellence in service delivery.Analyze patient satisfaction data, feedback, and complaints to identify improvement opportunities.Lead initiatives to improve patient communication, empathy, responsiveness, and overall service quality.Implement and manage tools such as patient satisfaction surveys, focus groups, and real-time feedback systems.Drive service recovery efforts and resolution of complex patient grievances.Collaborate with department heads to improve care coordination and patient journey mapping.Conduct regular training and development programs to install a patient-centered culture.Monitor compliance with UAE healthcare regulations and accreditation standards related to patient rights and satisfaction (e.g., DOH, DHA, JCI).Prepare and present regular reports on patient experience trends, initiatives, and outcomes to executive leadership.Foster collaboration across departments to improve both clinical and non-clinical touchpoints in the patient journey. |
Responsibilities
| Summary |
| This role is responsible for enhancing the overall patient journey across hospitals and clinics. The role is responsible for designing and executing initiatives that improve patient satisfaction, promote patient-centered care, and support service recovery. Working in close collaboration with clinical and non-clinical teams, the position monitors patient feedback, drives culture change, and ensures compliance with UAE regulatory and international standards related to patient care experience. |
| Key Accountabilities |
| The post holder will:Develop and implement the patient experience strategy in alignment with the group’s clinical and operational vision.Oversee patient experience programs across all healthcare facilities, ensuring consistency and excellence in service delivery.Analyze patient satisfaction data, feedback, and complaints to identify improvement opportunities.Lead initiatives to improve patient communication, empathy, responsiveness, and overall service quality.Implement and manage tools such as patient satisfaction surveys, focus groups, and real-time feedback systems.Drive service recovery efforts and resolution of complex patient grievances.Collaborate with department heads to improve care coordination and patient journey mapping.Conduct regular training and development programs to install a patient-centered culture.Monitor compliance with UAE healthcare regulations and accreditation standards related to patient rights and satisfaction (e.g., DOH, DHA, JCI).Prepare and present regular reports on patient experience trends, initiatives, and outcomes to executive leadership.Foster collaboration across departments to improve both clinical and non-clinical touchpoints in the patient journey. |
Qualifications
| Minimum Qualification & Experiences |
|---|
| Education and CertificationBachelor’s degree in Healthcare Administration, Nursing, Communications, or a related field.Master’s degree in Healthcare Management, Public Health, or Business Administration is strongly preferred. Certification in Patient Experience, Service Excellence, or Six Sigma (e.g., CPXP, Lean) is desirable.Knowledge and SkillsStrong understanding of patient-centered care principles and customer service excellence.Knowledge of UAE healthcare regulations and patient rights standards.Proficient in data analysis, reporting tools, and patient satisfaction survey platforms (e.g., Press Ganey, HCAHPS).Exceptional interpersonal and communication skills.Ability to lead cross-functional teams and drive culture change.Strong conflict resolution, coaching, and mentoring abilities.Experience in patient complaints management and service recovery.Manager – Patient Experience benefit from having experience/competency in:Managing large-scale patient experience programs in multi-facility settings.Implementing customer service training initiatives across healthcare teams.Working in JCI-accredited hospitals and understanding related patient care standards.Driving quality improvement initiatives using patient feedback.Collaborating with clinical and administrative stakeholders to optimize the patient journey.Utilizing digital platforms for patient feedback and satisfaction tracking.Developing KPIs and dashboards related to patient experience.Experience9+ years of experience in patient experience or healthcare service quality roles.Experience in UAE or GCC healthcare settings is highly preferred.Prior experience in JCI-accredited institutions is an asset.Proven record of implementing service excellence frameworks in healthcare. |
