patient experience manager

Client of Talent Bridge HR Consultancy Dubai

<p> <strong>Patient Experience Manager | Healthcare Guest Relations Manager | Premium Hospital Patient Services | Jobs in Dubai</strong> </p>
<p> <strong>Location:</strong> Muhaisnah 1, Dubai, United Arab Emirates<br>
<strong>Industry:</strong> Healthcare / Patient Services / Hospitality<br>
<strong>Reports To:</strong> Hospital Administration / Foundation Leadership<br>
<strong>Salary (tax-free):</strong> Please fill in your expectation in the application</p>
<p> <strong>Patient Experience Manager | Healthcare Guest Relations Manager | Premium Hospital Patient Services | Jobs in Dubai</strong> </p>
<p> <strong>About the Role:</strong> <br>
Our client, a prestigious Charity Foundation established in 2022 by a legacy family group with an 85-year history in the UAE, is seeking a <strong>Patient Experience Manager</strong> to join their new premium hospital in Dubai. The Foundation focuses on healthcare and education, providing a secure and dynamic environment that fosters growth and development.</p>
<p>This is a unique opportunity to contribute to a foundation-led healthcare initiative at a premium facility. The successful candidate will be responsible for designing and implementing a world-class patient experience, ensuring service excellence and customer satisfaction throughout the patient journey. Candidates with experience in healthcare or high-end hospitality will be ideally suited for this role.</p>
<p> <strong>Key Responsibilities</strong> </p>
<ul>
 <li>Lead, plan, and implement a premium patient experience strategy across all hospital touchpoints.</li>
 <li>Ensure every patient receives a seamless, compassionate, and high-quality service from admission to discharge.</li>
 <li>Collaborate with medical, nursing, and administrative teams to integrate patient feedback into service improvements.</li>
 <li>Develop, implement, and monitor patient experience policies, standards, and training programs.</li>
 <li>Conduct regular assessments and satisfaction surveys to measure and improve the patient journey.</li>
 <li>Manage escalated concerns and resolve issues with empathy and professionalism.</li>
 <li>Benchmark patient service standards against best practices in both healthcare and luxury hospitality.</li>
 <li>Train and mentor staff to deliver premium, patient-focused service.</li>
</ul>
<p> <strong>Candidate Requirements</strong> </p>
<ul>
 <li>Proven track record in a <strong>similar role</strong> within healthcare or luxury hospitality.</li>
 <li>Strong understanding of premium patient or customer experience management.</li>
 <li>Excellent communication, leadership, and interpersonal skills.</li>
 <li>Healthcare/medical knowledge is not required, but prior exposure is an advantage.</li>
 <li>Professional, polished, and customer-focused personality with attention to detail.</li>
</ul>
<p> <strong>Benefits &amp; Compensation</strong> </p>
<ul>
 <li>Stable and secure work environment within a prestigious Foundation.</li>
 <li>Excellent career growth and long-term opportunities.</li>
 <li>Competitive compensation package and benefits as per UAE Labour Law.</li>
</ul>
<p> <strong>Similar Job Titles in Dubai</strong> </p>
<ul>
 <li>Patient Experience Manager</li>
 <li>Guest Relations Manager Healthcare</li>
 <li>Patient Services Manager</li>
 <li>Healthcare Customer Experience Lead</li></ul>

Patient Experience Manager

NMC Health plc

<div><p>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</p></div>
<br><div><ul><li><p>Develop and implement the patient experience strategy in alignment with the group&rsquo;s clinical and operational vision.
</p></li><li><p>Oversee patient experience programs across the facility and clinics (where applicable), ensuring consistency and excellence in service delivery.
</p></li><li><p>Analyse patient satisfaction data, feedback, and complaints to identify improvement opportunities.
</p></li><li><p>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.
</p></li><li><p>Provide guidance and training on managing and documenting complaints.
</p></li><li><p>Lead initiatives to improve patient communication, empathy, responsiveness, and overall service quality.
</p></li><li><p>Implement and manage tools such as patient satisfaction surveys, focus groups, and real-time feedback systems.
</p></li><li><p>Drive service recovery efforts and resolution of complex patient grievances.
</p></li><li><p>Collaborate with department heads to improve care coordination and patient journey mapping.
</p></li><li><p>Conduct regular training and development programs to install a patient-centred culture.
</p></li><li><p>Monitor compliance with UAE healthcare regulations and accreditation standards related to patient rights and satisfaction (e.g., DOH, DHA, JCI).
</p></li><li><p>Prepare and present regular reports on patient experience trends, initiatives, and outcomes to executive leadership.
</p></li><li><p>Foster collaboration across departments to improve both clinical and non-clinical touchpoints in the patient journey.
</p></li><li><p>Develop and implement service excellence initiatives.
</p></li><li><p>Conduct facility rounds and highlights observations which negatively impact the patient&rsquo;s experience.
</p></li><li><p>Lead cross-functional projects to streamline patient flow and reduce wait times.
</p></li><li><p>Overlooking the complaint management team member and coordinate with the Front Office Manager to ensure timely closure, follow up and proper documentation.
</p></li><li><p>Ensure that patient interviews being conducted and document the findings for future improvements.
</p></li><li><p>Overlook the support service team members or outsourced team members working in Housekeeping, Valet Parking, Food &amp; Beverage, Laundry, Attenders and Security; where applicable.
</p></li><li><p>Oversight and monitoring of service contracts (F&amp;B, cleaning, laundry, valet, security, waste).
</p></li><li><p>Supervise daily operations of all support service departments.
</p></li><li><p>Develop and implement operational policies and procedures.
</p></li><li><p>Ensure services comply with healthcare regulations, infection control standards, and accreditation requirements (e.g., Joint Commission, OSHA).
</p></li><li><p>Conduct regular audits and inspections (e.g., cleanliness, food safety, maintenance).
</p></li><li><p>Address non-compliance and implement corrective actions.
</p></li><li><p>Collaborate with nursing and clinical teams to respond to service-related patient needs (e.g., room readiness, food delivery).
</p></li><li><p>Monitor spending and look for cost-saving opportunities without compromising service quality.
</p></li><li><p>Coordinate emergency preparedness and disaster response planning related to support operations.
</p></li><li><p>Report regularly on key performance indicators (KPIs) related to patient experience and support services.
</p></li></ul><p>Engage with facilities team members and create awareness of the Patient Experience Program and its goals</p></div>
<br><div><p><b>Education and Certification:
</b></p><ul><li><p>Bachelor&rsquo;s degree in Healthcare Administration, Nursing, Communications, or a related field.
</p></li><li><p>Master&rsquo;s degree in Healthcare Management, Public Health, or Business Administration is strongly preferred.
</p></li><li><p>Certification in Patient Experience, Service Excellence, or Six Sigma (e.g., CPXP, Lean) is desirable.<br>
</p></li></ul><p></p><p><b>Knowledge and Skills:
</b></p><ul><li><p>Strong understanding of patient-centred care principles and customer service excellence.
</p></li><li><p>Knowledge of UAE healthcare regulations and patient rights standards.
</p></li><li><p>Proficient in data analysis, reporting tools, and patient satisfaction survey platforms (e.g., Cemplicity, HCAHPS).
</p></li><li><p>Exceptional interpersonal and communication skills.
</p></li><li><p>Empathy and emotional intelligence.
</p></li><li><p>Ability to lead cross-functional teams and drive culture change.
</p></li><li><p>Strong conflict resolution, coaching, and mentoring abilities.
</p></li></ul><p>Budgeting and cost control</p></div>

F. Hoffmann-La Roche Gruppe

<p>At Roche you can show up as yourself, embraced for the unique qualities you bring. Our culture encourages personal expression, open dialogue, and genuine connections, where you are valued, accepted and respected for who you are, allowing you to thrive both personally and professionally. This is how we aim to prevent, stop and cure diseases and ensure everyone has access to healthcare today and for generations to come. Join Roche, where every voice matters.</p> The Position <p>At Roche Saudi, we are committed to transforming healthcare for patients in the Kingdom, in alignment with Saudi Vision 2030's health sector transformation. The Patient Partnership Lead is a pivotal, boundary-spanning role focused on bringing the patient voice to the core of our operations and co-creating solutions that address critical gaps in the patient journey. This role challenges the status quo by moving beyond transactional engagement to build deep, trust based, strategic partnerships with the patient community, leading to faster and more impactful health outcomes.</p> <p>The Patient Partnership Lead will act as the key orchestrator between the Saudi patient community and Roche, ensuring patient needs inform our strategies across the entire value chain-from early access to regulatory discussions and ongoing support.</p> Your Responsibilities 1. Strategic Patient Community Engagement <ul> <li><b>Build Strategic Partnerships:</b> Serve as the primary point of contact and trusted partner for key patient organizations, patient advocates, and community leaders in Saudi Arabia.</li> <li><b>Outside In Integration:</b> Systematically gather and prioritize patient and caregiver insights, perspectives, and pain points from the external ecosystem and translate them into actionable internal insights for cross functional teams (e.g., Medical, Market Access, Commercial, Regulatory).</li> <li><b>Co Creation of Value:</b> Lead the design and implementation of programs and initiatives co created with patient partners to remove roadblocks, enhance the patient experience, and unlock opportunities that deliver measurable value for patients and the community.</li> <li><b>Advisory and Consultation:</b> Plan and facilitate patient advisory boards, focus groups, and collaborative workshops to embed the patient perspective into clinical development, access, and support strategies.</li> </ul> 2. Internal Orchestration and Leadership <ul> <li><b>Cross Functional Collaboration:</b> Work as a system thinker to oversee and simplify the patient journey, identifying shared purpose among internal and external stakeholders to drive integrated solutions.</li> <li><b>Collaboration with Global Teams:</b> Act as the point of contact between local affiliates and global Patient Partnership teams to align local strategies with global priorities and share best practices.</li> <li><b>Resource Mobilization:</b> Share the patient community's needs internally, secure necessary local and network resources, and drive solutions that accelerate positive outcomes.</li> <li><b>Cultural Champion:</b> Champion a patient centric culture within the Roche Saudi affiliate, providing leadership, education, and best practices on effective and compliant patient engagement.</li> <li><b>Governance & Compliance:</b> Ensure all patient partnership activities strictly adhere to local Saudi regulations, Roche's global ethical guidelines, and compliance standards.</li> </ul> 3. External Advocacy and Representation <ul> <li><b>Voice of Roche:</b> Represent Roche Saudi in external forums, summits, and advocacy events, clearly communicating our commitment to patient partnership and co developed solutions.</li> <li><b>Policy & Access:</b> Advocate for policies and systemic changes in collaboration with patient groups and relevant government stakeholders (regulators, providers) that improve patient access to diagnosis, care, and innovative therapies.</li> <li><b>Communication:</b> Oversee the development of clear, accessible, and compliant communication materials for patient communities, translating complex scientific or medical information into lay language.</li> </ul> Who You Are <ul> <li><b>Education:</b> University degree (e.g., Pharmacy, Public Health, Life Sciences, or a relevant field). An advanced degree Master's/MBA is a plus.</li> <li>Minimum of 5+ years of experience in the pharmaceutical or healthcare sector.</li> <li>Hands on experience in patient advocacy, patient engagement, or patient relations, preferably within the KSA healthcare landscape.</li> <li>Proven experience in leading cross functional projects and strategies.</li> <li>Demonstrated success in building trust based, strategic relationships with external stakeholders, particularly Patient Advocacy Groups (PAGs) or Key Opinion Leaders (KOLs).</li> <li>Fluency in both written and spoken English and Arabic is mandatory.</li> <li>Deep understanding of the Saudi healthcare ecosystem, including Vision 2030 priorities, and the related challenges and opportunities for patients.</li> <li>Strong business and strategic acumen with the ability to balance patient needs with organizational goals.</li> <li>Exceptional communication, presentation, and negotiation skills.</li> <li>Ability to act as an agile, networked, and empowered leader in a complex, matrixed environment.</li> <li>Previous experience in a Patient Journey Partner (PJP) or similar ecosystem focused role is a plus.</li> <li>Knowledge of digital health solutions and their potential to impact the patient journey in Saudi Arabia.</li> <li>Experience in a disease area relevant to Roche's portfolio (e.g., Oncology, Rare Diseases, Neuroscience).</li> </ul> Who we are <p>A healthier future drives us to innovate. Together, more than 100'000 employees across the globe are dedicated to advance science, ensuring everyone has access to healthcare today and for generations to come. Our efforts result in more than 26 million people treated with our medicines and over 30 billion tests conducted using our Diagnostics products. We empower each other to explore new possibilities, foster creativity, and keep our ambitions high, so we can deliver life changing healthcare solutions that make a global impact.</p> <p>Let's build a healthier future, together.</p> <p><b>Roche is an Equal Opportunity Employer.</b></p><img src="https://www.jobg8.com/Tracking.aspx?FQXNT6u9OH1UGlklD0utuWzbOeSBJxVDl" width="0" height="0" />

Patient Partnership Lead

<div><ul><li>Operational Management
</li><li>Managing Patient Experience
</li><li>Compliance with Regulations
</li><li>Staff Supervision and Training
</li><li>Budgeting and Financial Management
</li><li>Scheduling and Workflow Optimisation
</li><li>Patient Safety and Care
</li><li>Performance Metrics and Reporting
</li><li>Risk Management and Incident Reporting
</li><li>Align daily operations with the company&rsquo;s values and culture.
</li><li>Support the team in achieving departmental goals and objectives.
</li><li>Supervise work outputs related to appointment scheduling, patient registration, medical insurance &amp; billing.
</li><li>Provide training and mentorship to team members to ensure quality standards and service delivery.
</li><li>Continuously maintain an enabling environment where you can develop and grow your team.
</li><li>Orientate new joiners and sign of probation periods.
</li><li>Ensure professional conduct and discipline within the team is followed.
</li><li>Provide support in the recruitment and selection process of team members.
</li><li>Monitor employee scheduling of the department to ensure operational coverage.
</li><li>Support and monitor cost management initiatives.
</li><li>Provide support related to attendance, leave, overtime, staff allocations, uniform, dress code and personal hygiene.
</li><li>Support staff engagement initiatives.
</li><li>Continuously monitor and measure plans against quality indicators and department objectives, ensuring regular audits are in place, analyse the data and give relevant feedback.
</li><li>Complete yearly appraisals, coach &amp; developing the team.
</li><li>Maintain quality service by ensuring quality customer service standards, identifying trends &amp; recommending process improvements.
</li><li>Complaint management &amp; process improvements linked to overall patient experience.
</li><li>Participates in Hospital training programs.
</li><li>Strictly adheres to NMC&rsquo;s regulations and policies especially those related to infection control, patient safety &amp; JCI.
</li><li>Supports Continuous Quality Improvement and participates and contributes to all the quality assurance activities of the service.
</li><li>Exercises effective interpersonal skills in dealings with department staff, colleagues and management.
</li><li>Maintains patient &amp; staff confidentiality.
</li><li>Investigate billing discrepancies by reviewing the patient&rsquo;s records, insurance information, and charges to identify errors.
</li><li>Address patient concerns regarding incorrect charges or billing questions and facilitate resolution in a professional manner.
</li><li>Track outstanding bills and provide regular updates to management regarding billing performance, collections progress.
</li><li>Identify trends in patient billing issues and recommend process improvements to enhance efficiency and reduce billing errors.
</li><li>Generate detailed reports on patient invoices, outstanding balances, and payment collections.
</li><li>To create and continuously maintain an enabling environment where people can develop and grow.
</li><li>To ensure that performance management contracts are in place for the team.
</li><li>Conduct and document bi-annual performance conversations .
</li><li>Identify high potential talent and ensure that development plans are facilitated in cooperation with Human Resources.
</li><li>Ensure that a training plan is developed and monitored to ensure continuous sharing of knowledge and skill.
</li><li>Monitor the quality of onboarding for new employees; new employees are orientated and probation periods are signed off .
</li><li>Maintain professional conduct and discipline within the team.
</li><li>Work closely with the recruitment team to recruit and select competent employees .
</li><li>Monitor employee scheduling of the department to ensure sufficient operational coverage.</li></ul></div>
<br><div><ul><li>Operational Management
</li><li>Managing Patient Experience
</li><li>Compliance with Regulations
</li><li>Staff Supervision and Training
</li><li>Budgeting and Financial Management
</li><li>Scheduling and Workflow Optimisation
</li><li>Patient Safety and Care
</li><li>Performance Metrics and Reporting
</li><li>Risk Management and Incident Reporting
</li><li>Align daily operations with the company&rsquo;s values and culture.
</li><li>Support the team in achieving departmental goals and objectives.
</li><li>Supervise work outputs related to appointment scheduling, patient registration, medical insurance &amp; billing.
</li><li>Provide training and mentorship to team members to ensure quality standards and service delivery.
</li><li>Continuously maintain an enabling environment where you can develop and grow your team.
</li><li>Orientate new joiners and sign of probation periods.
</li><li>Ensure professional conduct and discipline within the team is followed.
</li><li>Provide support in the recruitment and selection process of team members.
</li><li>Monitor employee scheduling of the department to ensure operational coverage.
</li><li>Support and monitor cost management initiatives.
</li><li>Provide support related to attendance, leave, overtime, staff allocations, uniform, dress code and personal hygiene.
</li><li>Support staff engagement initiatives.
</li><li>Continuously monitor and measure plans against quality indicators and department objectives, ensuring regular audits are in place, analyse the data and give relevant feedback.
</li><li>Complete yearly appraisals, coach &amp; developing the team.
</li><li>Maintain quality service by ensuring quality customer service standards, identifying trends &amp; recommending process improvements.
</li><li>Complaint management &amp; process improvements linked to overall patient experience.
</li><li>Participates in Hospital training programs.
</li><li>Strictly adheres to NMC&rsquo;s regulations and policies especially those related to infection control, patient safety &amp; JCI.
</li><li>Supports Continuous Quality Improvement and participates and contributes to all the quality assurance activities of the service.
</li><li>Exercises effective interpersonal skills in dealings with department staff, colleagues and management.
</li><li>Maintains patient &amp; staff confidentiality.
</li><li>Investigate billing discrepancies by reviewing the patient&rsquo;s records, insurance information, and charges to identify errors.
</li><li>Address patient concerns regarding incorrect charges or billing questions and facilitate resolution in a professional manner.
</li><li>Track outstanding bills and provide regular updates to management regarding billing performance, collections progress.
</li><li>Identify trends in patient billing issues and recommend process improvements to enhance efficiency and reduce billing errors.
</li><li>Generate detailed reports on patient invoices, outstanding balances, and payment collections.
</li><li>To create and continuously maintain an enabling environment where people can develop and grow.
</li><li>To ensure that performance management contracts are in place for the team.
</li><li>Conduct and document bi-annual performance conversations .
</li><li>Identify high potential talent and ensure that development plans are facilitated in cooperation with Human Resources.
</li><li>Ensure that a training plan is developed and monitored to ensure continuous sharing of knowledge and skill.
</li><li>Monitor the quality of onboarding for new employees; new employees are orientated and probation periods are signed off .
</li><li>Maintain professional conduct and discipline within the team.
</li><li>Work closely with the recruitment team to recruit and select competent employees .
</li><li>Monitor employee scheduling of the department to ensure sufficient operational coverage.</li></ul></div>
<br><div><ul><li>Bachelor&rsquo;s Degree - Any discipline or related fields. Master&rsquo;s degree will be an advantage.
</li><li>3+ years of experience in customer service role or relevant field, Healthcare experience in UAE will be an advantage</li></ul></div>

Senior Patient Admin Executive - UAE National

Manya Dental

<p>1. Appointment and Scheduling Support</p><p>o Manage patient appointments efficiently to minimize waiting times.</p><p>o Coordinate with doctors and other staff to ensure timely care.</p><p>2. Patient Experience Management</p><p>o Greet and assist patients during their visits to the facility.</p><p>o Ensure smooth patient onboarding, including registration and orientation.</p><p>o Educate patients about the services, facilities, and preventive care offered.</p><p>o Address and resolve patient concerns, complaints, and feedback promptly.</p><p>o Make follow-up calls to patients post treatment and check if they received satisfactory service and set expectations for future engagements.</p><p>3. Communication and Coordination</p><p>o Provide clear communication regarding appointment scheduling, test results, and follow-up care.</p><p>o Ensure patients understand treatment plans, billing details, and healthcare processes.</p><p>o Train the supporting staff of respective branches to drive seamless experience at allotted branches.</p><p>4. Data Management and Reporting</p><p>o Maintain accurate records of patient interactions, complaints, and feedback.</p><p>o Generate regular reports on patient satisfaction metrics and suggest improvements.</p><p>5. Business Development Support</p><p>o Drive healthy relationship with patients and work towards completeness of all proposed treatments as per the timelines.</p><p>o Build long-term relationships with patients to encourage loyalty and referrals.</p><p>Own and drive conversion, completeness and revenue target for allotted branches.</p><p>Job Types: Full-time, Permanent</p><p>Pay: &#8377;20,000.00 - &#8377;35,000.00 per month</p><p>Work Location: In person</p>

Patient Relations Manager

NMC healthcare LLC

<ul><li>To create and continuously maintain an enabling environment where people can develop and grow.</li><li>To ensure that performance management contracts are in place for the team.</li><li>Conduct and document bi-annual performance conversations  .</li><li>Identify high potential talent and ensure that development plans are facilitated in cooperation with Human Resources.</li><li>Ensure that a training plan is developed and monitored to ensure continuous sharing of knowledge and skill.</li><li>Monitor the quality of onboarding for new employees;  new employees are orientated and probation periods are signed off  .</li><li>Maintain professional conduct and discipline within the team.</li><li>Work closely with the recruitment team to recruit and select competent employees .</li><li>Monitor employee scheduling of the department to ensure sufficient operational coverage.</li><li>Ensure accurate updates on uploaded Physician schedules.</li><li>Monitor scheduling to ensure best, effective use of Physician time.</li><li>Ensure follow up appointments are booked and patients informed accordingly.</li><li>Ensure optimal scheduling of appointments.</li><li>Monitor patient feedback (Press Ganey) reports for trends in Front Office service delivery.</li><li>Implement and support measures to increase participation rates of patients in Press Ganey surveys.</li><li>Ensure the overall appearance of the Front Office area is in line with NMC quality and safety standards.</li><li>Efficient accompaniment of patients to units in the absence of supporting employees.</li><li>Outstanding and revenue reports are prepared and analyzed.</li><li>The system is updated accurately with payments received.</li><li>Age analysis report is generated and daily follow up on outstanding amounts completed.</li><li>Coordinate the requests and approval of payment arrangements and document accordingly.</li><li>Ensure that challenging clients are dealt with in a professional and respectful manner.</li><li>Effective implementation of policies and procedures.</li><li>Monitor and manage accuracy of patient admission date.</li><li>Clearly communicate expectations and ensure that roles and responsibilities are clear.</li><li>Provides direction to direct reports by ensuring that everyone understands the strategy of the company and the supporting operational and clinical goals that needs to be met.</li><li>Drives the motivation and engagement of people through creating a trusting environment where people are provided with the opportunities to try out new initiatives without feeling fearful.</li><li>Treating people fairly consistently.</li><li>Instils and drives desired NMC culture by living the values and the associated behaviors organizational values – setting the appropriate standards for behavior.</li><li>Consistently recognizes the contribution and achievement of the team – being an advocate for the team</li><li>Embraces diversity, listening without judgement to diverse and opposing points of view .</li><li>Provide staff with the opportunities to grow and develop by encouraging self-learning, initiating training and development initiatives, coaching and on-the-job training.</li><li>Adapt leadership style according to the specific situation.</li><li>Produces a number of workable solutions that are effective when judged over time; considers the practical issues relating to implementing the preferred solution.</li><li>Demonstrates an understanding of the interactions, interrelatedness and interdependence of information, patterns and events within the function/business unit and how it plays a part in the bigger system.</li><li>Sets and continuously revises quality standards within and across departments/business unit in line with quality management principles.</li><li>Monitors and maintains quality of functional/business unit systems, processes, resources, and outputs according to set internal and external quality standards and processes.</li><li>Creates processes to ensure work is completed in a systematic and methodical way; proactively identifies and removes obstacles.</li><li>Maintains consistent high levels of productivity within functional/business unit by ensuring appropriate resources, systems and processes are in place.</li><li>Proactively drives results within own function/business unit.</li><li>Displays high levels of self-discipline and reliability to achieve work outcomes.</li><li>Remains aware of own behavior and how it effects job performance and working relationships with others.</li><li>Demonstrates an accurate awareness of own strengths and weaknesses and proactively works on self development.</li><li>Displays high levels of self-discipline and reliability to achieve work outcomes.</li><li>Demonstrates an ability to share and understand the feelings, needs, concerns, and/or emotional state of others (professional empathy).</li><li>Establishes, builds, and sustain effective and trusting work relationships.</li><li>Maintains appropriate levels of focus, professionalism, performance, and objectivity under considerable pressure or demanding situations.</li><li>Demonstrates emotional stability and mature behavior appropriate to the workplace even in circumstances of discord or duress</li><li>Effectively manages current and potential conflicts between personal life and work demands.</li><li>Remains positive in the face of adversity and assists others to recognize the positive aspects of difficult situations/obstacles, pressures and setbacks.</li><li>Models a willingness to accept constructive feedback and makes changes where appropriate.</li><li>Ensures that relevant resources and support systems to manage stress and setbacks are available and utilized.</li><li>Sets clear, measurable objectives and action plans for function/business unit, in line with operational/organizational goals</li><li>Develop and prioritizes medium to long term plans for functional area / business units and anticipates potential difficulties</li><li>Coordinates timelines and priorities within function / business unit to ensure that deadlines are met</li><li>Identifies, assigns and manages resources to achieve functional / business unit objectives</li><li>Uses existing timelines to monitor own and others’ progress against deadlines; maintaining an on-going awareness of obstacles that may hinder progress.</li><li>Follows the duty schedule as assigned by the supervisor which includes different shift timings as per the need of the department</li><li>Strictly adheres to NMC’s regulations and policies especially those related to infection control,  patient safety & JCI.</li><li>Supports Continuous Quality Improvement and participates and contributes to all the quality assurance activities of the service.</li><li>Maintains patient & staff confidentiality.</li><li>To drive patient experience initiatives, monitoring patient feedback, addressing concerns promptly, and ensuring continuous improvement in service quality.</li></ul>

Front Office Manager

Piedmont Healthcare

<p></p><div><div><div><h1 class="jobSectionHeader"><b>Director - Patient Experience</b></h1>
<p>Description:</p><p><b>
JOB PURPOSE:</b><br>
Responsible for providing a variety of patient care activities under the supervision of a physician, advanced practice provider (APP), or registered nurse in accordance with established guidelines and standards. Demonstrates advanced technical skills and provides peer leadership in the physician practice setting.</p><p>
KEY RESPONSIBILITIES:<br>
1. Serves as a project coach/consultant for projects and consulting opportunities to further the healthcare improvement knowledge gained within PHC.<br>
2. Creates service teams and implements tactics to increase patient, physician and employee satisfaction, in order to increase market share, decrease risk and errors and decrease turnover.<br>
3. Formulates and supports an accountability task force that will implement an organization wide leadership evaluation system to hardwire objective accountability.<br>
4. Develops leaders in key areas to achieve organizational desired results through the Piedmont leadership development institute programs.<br>
5. Augments implementation and revision of best care practices via coaching, mentoring and teaching adults, and leading and facilitating teams.<br>
6. Acts as a resource to PHC teams and various projects and services as a trusted change agent related to various groups and individuals charged with PHC clinical and non-clinical operations.<br>
7. Oversees and tracks travel, consulting and office budgets as appropriate. Tracks budgetary implications of PHC service excellence projects.<br>
8. Coordinates and reviews both the PHC and individual facilitys data and processes to develop and execute plans to resolve quality issues.<br>
9. Facilitates multidisciplinary meetings with clinicians, physicians and/or managers.<br>
10. Implements multiple simultaneous projects by regularly assessing the progress and the effectiveness of component tasks, and by seeking input and/or assistance to overcome barriers.</p>
Qualifications:<p>
MINIMUM EDUCATION REQUIRED:<br>
Bachelors Degree<br>
MINIMUM EXPERIENCE REQUIRED:<br>
Five (5) years of progressively responsible professional work experience in leading and participating in customer service improvement programs, coaching efforts and programs, or a closely related field, in a healthcare setting is required.<br>
MINIMUM LICENSURE/CERTIFICATION REQUIRED BY LAW:<br>
None.<br>
ADDITIONAL QUALIFICATIONS:<br>
Certified Executive coaching experience is preferred.</p></div><br>
<p></p>
</div><div><div><div><h2 class="jobSectionHeader"><b>Position Information</b></h2>
<div><div><b>LOCATION</b></div>
<div>Athens, Georgia</div>
</div><div><div><b>POSTED</b></div>
<div>10/24/2025</div>
</div><div><div><b>TYPE</b></div>
<div>Professional</div>
</div><div><div><b>SCHEDULE</b></div>
<div>Full-time</div>
</div><div><div><b>SHIFT</b></div>
<div>Day Job</div>
</div><div><div><b>JOB ID</b></div>
<div>3005929</div></div></div></div></div></div><p></p>

Director - Patient Experience

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