Patient Experience Senior Specialist

Job Purpose / Objective  

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.
  

Education/ Professional Qualification

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

Experience 

• At least Four (4) years of experience in the same field.

Professional Licensing / Certification / Training 

• N/A