Patient Experience Manager

• In collaboration with the relevant stakeholders, the incumbent will lead and design the service excellence and complaints frameworks within the business as well as play a strategic role in providing direction and guidance to the team.
• Design, implement and evaluate complaints management and service excellence programs to enhance patient experience including providing monthly and quarterly metrics management
• Manage Service Excellence and Complaints Office
• Responsible to ensure compliance with regulatory bodies (DHA) on patient rights and grievances
• Ensures the highest levels of hospitality and service are provided within all facilities at any time.
• Ensures patients are getting the best healthcare experience throughout their journey, consistently and in line with the goals and standards set up by King’s.
• Designs and pilots Patient experience monitoring system and KPI set performance standards and monitor performance.
• Ensures employees understand customer service expectations and King’s standards in terms of the patient experience.
• Provides guidance and direction to the teams, utilizing interpersonal and communication skills to train, lead, influence, and encourage others

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• Responsible to develop and manage the Experience Intelligence, Complaints & Service Excellence and Patient Service Programs, in collaboration with relevant stakeholders
• Works directly with key managers and leaders to implement and monitor key patient experience strategies across the hospital.
• Supports individual teams, groups or departments with implementing specific patient experience projects in response to identified service needs across departments in the hospital.
• Develops and maintains policies and procedures for complaints handling.
• Ensures investigation and response to complaints within target times by concerned departments.
• Provides expert advice and support to colleagues on the handling of complaints, investigations techniques, root cause analysis and process improvement recommendations
• Provides feedback of resolution to complainants and concerned departments through written correspondence, as required
• Continuous evaluation of the complaints process (quality, methodology) including monthly/ quarterly metrics statistical data and trends regarding service excellence/patient satisfaction/complaints and reports information to leadership and other relevant committees
• Collaborates with leadership and colleagues to ensure that solutions for improved patient experience and satisfaction are considered and delivered.
• Develops plans for continued implementation of refined patient experience programs throughout King’s.
• Ensures consistency across King’s in terms of data reporting, experience intelligence information and implementation of best practices
• Assists with designing research studies that assess outcomes of patient experience programs
• Plans, develops and executes industry analysis to evaluate best practice benchmarks for Service Excellence and Complaints programs.
• Leads the development of training programs for onboarding staff and continuous service improvement programs.
• Leads compliance and reporting of patient experience and complaints with regulatory authorities such as DHA.
• Supports and advises on the monthly Patient Experience Committee producing relevant updates and action plans.
• Provides monthly reports on patient experience trend analysis
• In conjunction with the CEO, devises an annual patient experience strategy.
• Provides monthly/ annual summary report on patient experience which could be included in the CEO’s monthly/annual report.
• Provide guidance to Front office department to engage, develop, discuss and disseminate departmental developments.

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• Minimum of Bachelor’s Degree in Business Administration, Health Care Administration or related discipline preferred.
• Master’s Degree in Business Administration, Health Care Management of related discipline is preferred.
• Minimum 3 years’ experience supervising or managing employees, projects and processes involving development and implementation of service related programs and complaints handling.
• Previous experience in identifying and promoting service improvement within a large organisation including designing and delivering training to facilitate change and innovation
• Knowledge of financial forecasting, data reporting, statistical analysis and presentation of complex information
• Solid organisational and time management skills
• Strong oral and written communication skills
• Ability to speak and write in both English and Arabic is preferred

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