To lead, execute, implement, analyze, report, and evaluate targeted patient experience improvement initiatives within the assigned service area(s) and to participate in the development and implementation of projects related to system-wide patient/guest experience initiatives.
Contribute to the development and execution of the department’s short to mid-term plans to ensure alignment with the division’s strategic priorities and contribute to the development of annual business plans for the assigned areas of responsibility to support the achievement of financial objectives.
Monitor, control and report key performance indicators related to the department, to track performance and recommend corrective actions.
Manage the performance management, career progression and activities of direct reports by setting annual objectives, identifying training opportunities, mentoring, coaching and providing constructive feedback to improve their performance.
Contribute with ideas that support an efficient and effective structure and resource allocation for the department, to ensure smooth workflow of operational processes and optimal utilization of resources.
Provide input into the preparation and consolidation of the department’s budget, monitor financial performance during the year and identify areas of unsatisfactory performance (if any), and recommend mitigating actions.
Assist in developing, customizing and monitoring the team so that the patient satisfaction action plan is met with the needs and the standards.
Collaborate and instruct leadership, physicians, department directors/managers, and staff to implement strategies ensuring optimal patient experience outcomes.
Collaborate with Navigators, evaluating, and participating in the resolution of complaints to identify and mitigate barriers at the point of care.
Participate in the development of programs and services that address specific aspects of the patient experience within the assigned area of responsibility.
Initiate evidence base tactics to reinforce the healthcare as a great place for staff to work ad physicians to practice.
Provide input into the development and implementation of the department’s policies, systems, processes and procedures, identifying potential areas of improvement, to support an efficient and effective operation.
Ensure compliance with all relevant HSE&E and QM policies, procedures and controls across the department to guarantee employee safety, legislative compliance, delivery of high-quality service standards and a responsible environmental attitude.
• Strong Knowledge of the Healthcare industry.Ability to analyse data in an accurate and time efficient manner.Understanding of confidentiality and safeguarding procedures.Excellent customer service and the ability to communicate efficiently.Interested in skills training and development.Good at problem solving and multi-tasking.Professional, flexible and positive.Willingness to work as part of a team.Ability to work autonomously.Ability to work to a very high standard.
• ERP knowledge preferably SAP functional skills are a requirement to be successful in this role.
Minimum 10 years of experience in Healthcare Patient experience(required)
5 Years Managerial Experience
Minimum 3 years in GCC (preferred)