Patient Experience Manager

Roles and responsibilities

Coordinate the process of patient complaints and follow up with the involved departments, communicating with the patients, closing the complaints and ensure patient satisfaction. This role champions improving patient satisfaction by gathering feedback, identifying areas for improvement, and implementing successful initiatives. The job holder will also measure progress and ensure a consistently positive patient experience.

Key Responsibilities / Accountabilities

• Perform rounds in different areas of the complex and consult with relevant HOD and management.
• Participate in patient satisfaction initiatives and services and resolve patient concerns/ issues before it is communicated to the administration for a concern or a lack of services given.
• Monitor and pay attention to receive patient complaints (Through COC/ We care/ Written /Social media /Verbal /Patient satisfaction surveys / feedback boxes) by patient experience office staff, reassure the patient that his complaint was received and being worked on.
• Communicate with the respective HODs and patient services managers for proper investigation, professional resolution of the complaints and reassuring patients of the output of their complaints and resolving the issue with them.
• Follow up the patient experience employees’ duty schedules monitoring, punctuality of staff, assigning tasks and follow up of their professional completion.
• Prepare weekly and monthly reports for the complaints received with details of the departments’ involvement, results of the complaints and dates for receiving and closure and presenting them to top and middle management concerned.
• Arrange session on awareness of Patient’s Rights and Responsibilities for new staff in general orientation and for all staff on regular basis.
• Participate in person-centered care initiatives undertaken by HMG.
• Enrich patient experience with compassion, respect and dignity.
• Performs other applicable tasks assigned within the level of his/her competence as required by the admission supervisor.

Desired candidate profile

Education/ Professional Qualification

Educational: College Graduate; preferably Bachelor’s Degree holder.

Experience

At least Four (4) years of experience in the same field.
Customer Service Excellence:
Exceptional communication and interpersonal skills, with the ability to connect with patients and families, creating a welcoming and supportive environment.
Skilled in handling patient complaints or concerns with empathy, professionalism, and a solution-oriented approach.
Problem-Solving & Conflict Resolution:
Ability to effectively address and resolve patient complaints, concerns, and feedback, ensuring a positive resolution and improved patient satisfaction.
Strong conflict resolution skills, especially in sensitive situations, to turn challenging experiences into positive ones.
Patient-Centered Care:
Deep understanding of patient needs and concerns, prioritizing their comfort and satisfaction throughout their healthcare journey.
Knowledge of patient experience metrics and how to influence positive outcomes for patients and families.
Data Analysis & Reporting:
Experience in collecting, analyzing, and interpreting patient feedback, satisfaction surveys, and other patient experience metrics.
Ability to report findings to leadership, highlighting areas for improvement and developing strategies to address them.
Communication Skills:
Excellent verbal and written communication skills, with the ability to clearly explain complex processes or procedures in an understandable manner.
Strong listening skills, demonstrating attentiveness and understanding of patient and family needs.
Teamwork & Collaboration:
Works well with multidisciplinary teams, including medical professionals, administrative staff, and other patient experience specialists, to ensure coordinated and patient-centered care.
Ability to collaborate with leadership and staff to design and implement initiatives aimed at improving patient satisfaction and outcomes.
Organizational Skills:
Strong ability to manage multiple tasks, follow up on patient concerns, and track the status of patient experience improvement initiatives.
High attention to detail in documenting patient interactions and outcomes.