Patient Experience Manager International

Patient Experience Manager

Doha, Qatar

Our client is a top 10 hospital system according to US News and World report the last 10 years.

They have embarked a first of its kind partnership to open a WORLD CLASS Ambulatory center is a state of the art, new complex in one of the safest and wealthiest areas in the world.

• Develop and execute a comprehensive patient experience strategy aligned with the organization's mission and values.
• Identify opportunities to enhance the patient’s journey from admission to discharge.
• Implement initiatives to improve patient satisfaction, engagement, and loyalty.

• Lead, mentor, and manage a team of patient experience coordinators and customer service representatives.
• Provide guidance and support to ensure staff members deliver exceptional patient service.

• Collaborate with medical and administrative departments to ensure consistent and excellent patient care.
• Establish communication channels to gather feedback from patients, families, and staff, and use this information to drive improvements.

• Collect and analyze patient feedback and satisfaction data.
• Generate regular reports and insights for senior management, identifying trends and areas for improvement.

• Develop training programs for staff members to enhance their communication and interpersonal skills.
• Conduct workshops and training sessions to improve patient interactions.

• Monitor and evaluate patient interactions, ensuring compliance with established service standards.
• Implement quality assurance processes to maintain a consistent and positive patient experience.

• Address patient complaints and concerns promptly, striving for effective resolution.
• Escalate complex issues to relevant departments and work towards a satisfactory resolution.
• General OSH Responsibilities
• Familiarize and comply with all OSHMS policies, standards and procedures that are relevant for their workplace.
• Attend applicable facility and departmental safety training and follow OSHMS policies and procedures.
• Take reasonable care for their own health and safety and the environment.
• Take reasonable care for the health and safety of colleagues and the environment that may be affected by the employee’ acts or omissions at the workplace.
• Cooperate with all Entity Managers and OSH team with respect to any action taken by them to comply with OSHMS requirements.
• Notify supervisor or department safety representative of any hazards, mishaps, or incidents within or outside their area of work.

• Minimum, 10 years’ experience in a reputable organization, with minimum of 3-5 years in a Senior position

• Proven experience in a patient experience or customer service leadership role within a healthcare setting.
• Strong understanding of patient-centered care principles and customer service best practices.
• Excellent communication, interpersonal, and problem-solving skills.
• Expertise in troubleshooting application, network, and security problems.
• Proficiency in data analysis and reporting tools.
• Great analytical, problem-solving, and communication skills.
• Fluency in English is required; knowledge of Arabic is an advantage.

• Quality management experience
• Knowledge of guidelines, healthcare standards, and regulations
• Experience with clinical outcomes, safety, and patient experience data

• Bachelor’s degree in Healthcare Administration, Business Management, or a related field
• Certified Professional in Healthcare Quality (CPHQ) or Certified Professional in Patient Safety (CPPS), master’s degree and/or other evidence of advanced commitment to profession.

• USA
  - The American Board of…