Patient Manager

This role is responsible for enhancing the overall patient journey across hospitals and clinics (where applicable). The role is responsible for designing and executing initiatives that improve patient satisfaction, promote patient‑centred care, and support service recovery. Working in close collaboration with clinical and non‑clinical teams, the position monitors patient feedback, drives culture change, and ensures compliance with UAE regulatory and international standards related to patient care experience.

• 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 highlight observations which negatively impact the patient’s experience.
• Lead cross‑functional projects to streamline patient flow and reduce wait times.
• Oversee 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 are conducted and document the findings for future improvements.
• Oversee the support service team members or outsourced team members working in Housekeeping, Valet Parking, Food & Beverage, Laundry, Attenders and Security; where applicable.