Patient Experience Manager-AHS-Patient Experience

2 weeks ago

London Area, United Kingdom SEHA - Abu Dhabi Health Services Co. Full time £60,000 - £90,000 per year

Job Description

  • Lead and manage daily operations of the Patient Experience Department, ensuring efficiency and excellence in service delivery.
  • Oversee the development and implementation of patient experience initiatives, policies, and improvement programs.
  • Collaborate with leadership to design and monitor the patient surveys, feedback and internal performance dashboards.
  • Provide coaching, guidance, and performance management for Patient Experience Department staff across multiple facilities.
  • Manage patient feedback and complaint-handling processes, ensuring timely and empathetic resolution.
  • Analyze feedback trends and reports to identify improvement opportunities and make data-driven recommendations.
  • Foster collaboration with internal departments to maintain high standards of patient communication, comfort, and satisfaction.
  • Contribute to departmental planning, budgeting, and KPI setting in alignment with organizational goals.

Responsibilities

  • Demonstrated experience in service improvement, quality, or patient experience management.
  • Excellent communication, stakeholder-management, and conflict-resolution skills.
  • Ability to translate complex insights into clear, actionable strategies.
  • Strong organizational and multitasking abilities with attention to detail.
  • Knowledge of analytical, statistical, and data-driven decision-making skills (Excel, Power BI, or similar tools) is preferred
  • Proven leadership in managing multidisciplinary teams in a healthcare or service excellence setting.

Qualifications

  • Bachelor's degree in business administration, Healthcare Management, or a related field (Masters preferred).
  • 7–8 years of progressive experience in a similar leadership role, with at least 3 years in patient experience or customer service management.
  • Proficiency in Microsoft Office
  • Fluency in both English i& Arabic is required

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