Manager - Patient Experience NMC healthcare LLC

Posted 30+ days ago

Experience

9 - 10 Years

Job Location

Dubai - United Arab Emirates (UAE)

Education

Doctor of Medicine (MD)(Health Administration)

Nationality

Any Nationality

Gender

Any

Vacancy

1 Vacancy

Job Description

Roles & Responsibilities

This role is responsible for enhancing the overall patient journey across hospitals and clinics. The role is responsible for designing and executing initiatives that improve patient satisfaction, promote patient-centered 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.


Key Accountabilities

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 all healthcare facilities, ensuring consistency and excellence in service delivery.

  • Analyze patient satisfaction data, feedback, and complaints to identify improvement opportunities.

  • 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-centered 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.


Desired Candidate Profile

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-centered 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., Press Ganey, HCAHPS).

  • Exceptional interpersonal and communication skills.

  • Ability to lead cross-functional teams and drive culture change.

  • Strong conflict resolution, coaching, and mentoring abilities.

  • Experience in patient complaints management and service recovery.

Manager – Patient Experience benefit from having experience/competency in:

  • Managing large-scale patient experience programs in multi-facility settings.

  • Implementing customer service training initiatives across healthcare teams.

  • Working in JCI-accredited hospitals and understanding related patient care standards.

  • Driving quality improvement initiatives using patient feedback.

  • Collaborating with clinical and administrative stakeholders to optimize the patient journey.

  • Utilizing digital platforms for patient feedback and satisfaction tracking.

  • Developing KPIs and dashboards related to patient experience.

Experience

  • 9+ years of experience in patient experience or healthcare service quality roles.

  • Experience in UAE or GCC healthcare settings is highly preferred.

  • Prior experience in JCI-accredited institutions is an asset.

  • Proven record of implementing service excellence frameworks in healthcare.


Employment Type

    Full Time

Company Industry

Department / Functional Area

Keywords

  • Manager Patient Experience
  • Patient Care Manager
  • Patient Experience Director
  • Client Experience Manager Healthcare
  • Patient Advocacy

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NMC healthcare LLC

NMC is a diversified business conglomerate. One of the focus areas being Healthcare, with Specialty Hospitals, Medical centres and Clinics across the UAE.

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