Patient Experience Manager - is responsible for Patient Experience team management and coordination assuring applying of departmental strategic objectives.
Is responsible for improving patient experience through measuring patient satisfaction and service delivery standards status and propose recommendations concerning service delivery to maximize outcomes. Also, She/he is responsible for monitoring the smooth delivery of services rendered to patients through handling complaints and inquires
And also ensures that complaints and Inquires are handled by staff within agreed time scales and in an appropriate manner. He/she follows up complex or unusual inquiries or patients' complaints to ensure solving it effectively and efficiently
Define, set and audit patient experience standards across the Hospital.
Monitor all staff in the team to ensure that they conducts themselves in a professional manner, are well presented and responsible for their discipline in accordance with Company policy
Mentor and develop the patient experience staff and nurture an environment where they can excel through encouragement and empowerment.
Set clear expectations, inspect what you expect and continually reinforce those expectations to ensure supervisors and patient experience representatives are clear on their role.
Develop and communicate overall vision for the patient experience department and deploy strategies focused towards accomplishing it.
Improve the overall level of patient experience and helping to create more customer loyalty
Develop, implement and continually improve patient experience procedures, policies and standards to achieve “best-in-class” service and support
Provide patient experience personnel with guidance in handling difficult or complex issues or problems so they can be resolved effectively and efficiently.
Supervise the day-to-day operations in the patient experience department
Build loyalty of customer through patient experience.
Works with individuals or departments to limit or resolve delays in service and communicates delays to patients and families.
Manages follow-up phone calls to discharged patients and solicit feedback about their hospital experience and forward any clinical questions to the appropriate manager.
Administers required client/customer surveys and responds in a timely and effective manner.
Develop and maintain collaborative working relationships with other hospital departments and leadership.
Uses findings from analysis of trends in complaints to mentor individuals and departments to develop appropriate service action plans.
Consults, collaborates, and cooperates with colleagues, peers, supervisors, and other health care providers in a professional manner to improve the quality, effectiveness and efficiency of patient care.
Addresses non-compliance with department/organization standards.
Manage unusual inquiries and complaints in a time sensitive manner in accordance with policy.
Utilize and audit feedback from reports to improve the patient experience.
Owns up escalation process and acts as an intermediary to Hospital Administration on behalf of patients and their families.
Manage complaints in a time sensitive manner in accordance with policy.
Utilize and audit feedback from reports to improve the patient experience.
Develops activities and programs to improve patient experience.
Job Requirements
Bachelor Degree in any medical field ( Medicine - Pharmacy - Dentistry - Veterinary )
Max Age : 35
Required Experience : 2 - 5 years in Hospitals, pharmaceuticals companies or Medical Companies
Excellent command of both written and spoken in English
