Responsibilities
· 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 the facility and clinics (where applicable), ensuring consistency
and excellence in service delivery.
· Analyze patient satisfaction data, feedback, and complaints to identify improvement opportunities.
· Collaborate with the Front Office Team members to ensure complaints are closed within the timeline set and
that the complaint tracker is updated and followed up.
· Provide guidance and training on managing and documenting complaints.
· 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-centred 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.
· Develop and implement service excellence initiatives.
· Conduct facility rounds and highlights observations which negatively impact the patient’s experience.
· Lead cross-functional projects to streamline patient flow and reduce wait times.
· Overlooking the complaint management team member and coordinate with the Front Office Manager to ensure timely closure, follow up and proper documentation.
· Ensure that patient interviews being conducted and document the findings for future improvements.
· Overlook the support service team members or outsourced team members working in Housekeeping, Valet Parking, Food & Beverage, Laundry, Attenders and Security; where applicable.
· Oversight and monitoring of service contracts (F&B, cleaning, laundry, valet, security, waste).
· Supervise daily operations of all support service departments.
· Develop and implement operational policies and procedures.
· Ensure services comply with healthcare regulations, infection control standards, and accreditation requirements (e.g., Joint Commission, OSHA).
· Conduct regular audits and inspections (e.g., cleanliness, food safety, maintenance).
· Address non-compliance and implement corrective actions.
· Collaborate with nursing and clinical teams to respond to service-related patient needs (e.g., room readiness, food delivery).
· Monitor spending and look for cost-saving opportunities without compromising service quality.
· Coordinate emergency preparedness and disaster response planning related to support operations.
· Report regularly on key performance indicators (KPIs) related to patient experience and support services.
· Engage with facilities team members and create awareness of the Patient Experience Program and its goals.
Qualifications
Education and Certification
· Bachelor’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 Skills
· Strong understanding of patient-centred 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., Cemplicity, HCAHPS).
· Exceptional interpersonal and communication skills.
· Empathy and emotional intelligence.
· Ability to lead cross-functional teams and drive culture change.
· Strong conflict resolution, coaching, and mentoring abilities.
· Budgeting and cost control.
· Experience in patient complaints management and service recovery.
Manager – Patient Experience benefit from having experience/competency in:
· 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.
Experience
· 9+ 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.