Patient Experience Innovation Senior Specialist

Job Purpose / Objective

Initiate new innovative strategies to maximize and optimize patient experience journey. Support patient experience (PX) initiatives, standardization/ optimization of patient journey. Collaborate with project PX team, physicians, nurses, department directors/managers, and staff to implement strategies ensuring optimal patient experience outcomes.

Key Responsibilities / Accountabilities

• Initiate new innovative strategies to maximize and optimize patient experience journey.
• Develop, revise, update and implement all relevant departmental policies and procedures to support best practices in patient experience.
• Ensure the all projects comply with PX policies and procedures and ensure its communication to all staff.
• Ensure constant state of implementing patient experience improvements behaviors and best practices to improve patient satisfaction.
• Work with relevant stakeholders to implement system strategies and tactics, identifies opportunities for improvement, incorporate operational improvement plan, monitor implementation of interventions, analyse outcomes and results, and share learning with the team.
• Improve experience of patients and families requires improving work processes and systems that enable medical staff and other staff to provide more effective care.
• Use PX data to identify strengths and opportunities for improvement and recommends actionable interventions to achieve the highest performance of patient experience.
• Review compliance with management of patient complaints in a reasonable timeframe and protect patient health information confidentiality throughout the complaint resolution process.
• Evaluate and improve the patient experience program in coordination with stakeholders based on internal needs and external requirements and standards.
• Participate in, and lead person-centered care initiatives undertaken by HMG.
• Enrich patient experience with compassion, respect and dignity.
• Perform other applicable task and duties assigned within the realm of his/her knowledge, skills and abilities.

Education/ Professional Qualification

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

Experience

• Between (3-5) years of experience, preferably in patient/customer relations which includes experiences in successfully analysing and mining data to improve the patient/customer experience

Professional Licensing / Certification / Training

• Relevant certifications