Patient Experience Officer

Roles and responsibilities

Coordinate and follow up patient experience matrix and compliance to PX related policies and procedures. Also involves coordination with project PX team and other departments for patient satisfaction survey data.

Key Responsibilities / Accountabilities

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• Coordinate and follow up patient experience matrix and compliance to PX related policies and procedures.




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• Ensure departmental policies and procedures implementation to support best practices in patient experience.




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• Coordinate with projects about PX policies and procedures and ensure its communication to all staff.




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• Help in improving patient satisfaction surveys.




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• Collect data to identify strengths and opportunities for improvement and recommends changes.




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• Follow up on patient complaints in a reasonable timeframe and protect patient health information confidentiality.




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• Support and improve the patient experience program in coordination with stakeholders.




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• Participate in, and lead person-centered care initiatives undertaken by HMG.




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• Enrich patient experience with compassion, respect and dignity.




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• Perform other applicable task and duties assigned within the realm of his/her knowledge, skills and abilities. Requirements

• Patient Feedback Analysis:

  • Collect, analyze, and interpret patient feedback from surveys, interviews, and other channels.
  • Identify key areas for improvement and propose actionable strategies to enhance patient care and satisfaction.
  • Monitor patient satisfaction trends and track the impact of implemented changes on patient outcomes.

• Innovation and Strategy Development:

  • Collaborate with healthcare providers, leadership, and other stakeholders to develop innovative patient experience initiatives.
  • Implement new technologies or processes that can improve patient engagement, streamline communication, and enhance overall care delivery.
  • Lead projects that introduce new programs or services designed to improve the patient journey.

Desired candidate profile

Education/ Professional Qualification

Bachelor Degree preferably in Business / Health Administration/ Health Informatics or relevant qualifications

Experience

Between (0-1) year of experience, preferably in patient/customer relations which includes experiences in successfully analysing and mining data to improve the patient/customer experience.

Innovation and Creativity: Ability to identify and implement new ideas that improve patient care and overall experience.
Customer Service Focus: Strong understanding of the importance of delivering high-quality service and engaging with patients positively.
Analytical Skills: Ability to analyze data from patient surveys, feedback, and complaints to identify trends and areas for improvement.
Communication Skills: Strong written and verbal communication skills to convey ideas clearly and collaborate effectively with teams across departments.
Project Management: Experience in managing or coordinating projects aimed at improving processes and implementing changes.
Collaboration and Teamwork: Works effectively with different departments, including nursing, administration, and IT, to design and implement patient experience strategies.
Problem-Solving: Ability to address patient concerns, complaints, and operational inefficiencies with practical solutions.