Team Leader, Patient Experience
Job Description
- Drive Strategic Patient Experience Programs: Design, implement, and manage patient experience (PE) initiatives and roadmaps in alignment with organizational goals and benchmarks.
- Enhance Patient-Centered Culture: Foster a culture of patient and family-centered care by proactively identifying improvement opportunities at every touchpoint of the patient journey.
- Lead Feedback Management: Oversee patient feedback systems, surveys, and complaints, ensuring timely resolutions, root cause analysis, and implementation of corrective actions for continuous improvement.
- Collaborate Across Teams: Work closely with clinical, non-clinical, and operational teams to deliver memorable patient experiences and implement effective service recovery processes.
- Develop Performance Metrics: Create and manage performance reports, scorecards, and analytics to measure the effectiveness of PE initiatives and drive decision-making.
- Enhance Caregiver Skills: Lead educational programs, onboarding, and training sessions to strengthen interpersonal skills and empower caregivers to provide exceptional service.
- Proactively Address Patient Concerns: Conduct regular patient rounds, address issues on the spot, and communicate actionable insights to relevant departments.
- Ensure Compliance and Best Practices: Monitor adherence to patient experience standards, regulatory requirements, and organizational policies while introducing innovative best practices.
Qualifications
- Bachelor’s degree
- At least 6 years’ operational experience
- Proficiency with Microsoft Office suite
- Strong leadership and presentation skills
- Must be able to have your own transportation to Zayed Military Hospital in Al Batayeh, Sharjah.
- Must be able to relocate or live in Dubai / Sharjah area.
- Fluent Arabic speaker/writer is a must.
