Patient Experience Officer

Role Overview

The Patient Experience Officer plays a key role in ensuring that patients and their families receive compassionate, high-quality, and seamless care throughout their journey with the hospital. The officer will act as the first point of contact for patient concerns, feedback, and inquiries, working closely with clinical and non-clinical teams to resolve issues, enhance satisfaction, and promote a culture of service excellence.

Key Responsibilities

• Patient Engagement & Support
• Welcome and assist patients and families throughout their care journey.
• Provide guidance on hospital services, policies, and procedures.
• Serve as a liaison between patients, families, and healthcare teams.

• Feedback & Complaints Handling
• Collect, document, and analyze patient feedback through surveys, interviews, and direct communication.
• Escalate concerns to relevant departments and ensure timely resolution.
• Maintain a complaint register and follow up until closure.

• Service Excellence
• Monitor patient waiting times, service delays, and communication gaps, taking corrective measures as needed.
• Promote patient-centered practices and drive initiatives to enhance overall experience.
• Conduct patient satisfaction surveys and present findings to leadership.

• Collaboration
• Work closely with clinical, nursing, and administrative teams to address patient needs.
• Assist in training staff on patient experience standards and effective communication.
• Support quality improvement projects related to patient-centered care.

• Documentation & Reporting
• Prepare regular reports on patient satisfaction trends, complaints, and resolution status.
• Ensure accurate data entry in patient experience systems.
• Share insights to support policy changes and service improvements.

Qualifications & Requirements

• Bachelor’s degree in Healthcare Administration, Nursing, Social Work, or related field.
• Minimum 2–3 years’ experience in patient relations, customer service, or healthcare setting.
• Strong interpersonal, communication, and conflict resolution skills.
• Fluency in English is essential; Arabic proficiency is highly desirable.
• Empathy, patience, and ability to work under pressure.
• Proficiency in Microsoft Office and hospital information systems.