Patient Experience Manager NMC healthcare LLC

· 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 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.