Job Description

Focuses on advocating for patients’ rights, addressing concerns with empathy, and ensuring timely resolution of complaints. Analyzes patient feedback, collaborates with cross-functional teams to improve care, and leads quality improvement projects. Monitors patient satisfaction KPIs, maintains records, and provides staff training on patient advocacy and service recovery. Promotes a patient-centered care culture.

Responsibilities

• Advocates for patients’ rights and ensures their voices are heard in decision-making processes.
• Serves as the primary point of contact for patients, addressing concerns and complaints with empathy and professionalism.
• Investigates and resolves patient complaints in a timely manner, ensuring root cause analysis and service recovery strategies are effectively implemented.
• Maintains detailed records of patient interactions and follow-up actions.
• Conducts and analyzes patient surveys to identify trends and areas for improvement.
• Works closely with the Press Ganey team to collect and analyze patient feedback data.
• Collaborates with the continuous improvement team to develop data-driven solutions for enhancing patient care.
• Monitors key performance indicators (KPIs) related to patient satisfaction and advocates for necessary changes.
• Leads or supports quality improvement projects aimed at streamlining workflows and addressing operational challenges.
• Works closely with cross-functional teams, fostering collaboration between clinical and administrative departments.
• Ensures alignment with organizational goals and healthcare standards.
• Provides training sessions for staff on patient advocacy, communication skills, and service recovery techniques.
• Promotes a culture of patient-centered care within the organization.
• Travels between the Hospitals and Satellite Clinics if needed.
• Interacts with patients, families, clinical staff, and administrative teams if needed.

Qualifications

• Bachelor’s degree in Management or a related field.

PROFESSIONAL EXPERIENCE:

• Minimum of (3) three years of experience in patient experience management or healthcare operations.
• Knowledge of complaint resolution, patient survey analysis, and quality improvement initiatives.
• Knowledge of healthcare standards and compliance requirements.
• Skills in advanced computer usage, including proficiency in Excel and data analysis.
• Skills in managing cross-functional teams with strong leadership and communication abilities.
• Skills in organization with excellent attention to detail.
• Ability to analyze data and utilize patient feedback systems effectively.
• Ability to solve problems and make informed decisions with a high level of proficiency.
• Ability to demonstrate high emotional intelligence and empathy when handling patient concerns.
• Ability to communicate effectively in English, Arabic, and other languages.
• Ability to thrive in fast-paced, high-pressure environments.
• Ability to manage projects and optimize workflows efficiently.