Patient Experience 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

• 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.

• Analyse 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

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