Patient Experience Coordinator Full Time

PATIENT EXPERIENCE OFFICERThe Patient Experience Executive is responsible for ensuring patient satisfaction by leading American Hospital Dubai’s efforts to differentiate itself based on the quality of the patient experience. Positively impact the overall patient satisfaction at the American Hospital Dubai by assessing, planning, communicating, implementing and evaluating hospital-wide service excellence requirements to ensure the competence of internal customers in supporting American Hospital Dubai’s Mission, Vision and Values.  excellence requirements and related issues. Works to build an environment Provides resources, consultation service and training in service that promotes both a superior experience for patients and families and a satisfying and energizing working environment for staff. Enhances and strengthens the relationship between American Hospital Dubai and its customers (both internal and external) across the entire Hospital. Guides the assessment of patient, satisfaction and engages the hospital in continually improving satisfaction levels. Designs, implements and manages programs to increase and sustain internal and external customer satisfaction. Collaborates with each department and area to ensure that satisfaction drivers are addressed on an on-going basis. Monitors and reports satisfaction results to all levels in the hospital.

DUTIES AND RESPONSIBILITIES:

Assesses, develops, implements and evaluates service excellence requirements and educational needs hospital-wide, which are sensitive to the multi-cultural patient-base and learning needs of multi-national staff

Acknowledges the receipt of the complaint and ensure patient satisfaction with outcomes achieved

Tracks and trends result and collaborates with service line manager

Evaluates patient experience by randomly contacting patients by phone or physically to ensure their satisfaction

Monitors patient’s feedback from the Press Ganey Survey’s

Reinforces best service practices on an on-going basis. Develops and implements new service excellence practices to meet new/growing needs of the organization

A detailed orientated individual

Ensures the staff compliance of the grooming standards within the hospital

Conducts assessments for employees found with severe grooming issues.

Conducts training and orientation for newly joined staff

Maps out annual training plans

Maintains updated records of training programs and materials

Gathers feedback from trainees after each education session

Supervises and monitors progress made via training programs

Prepares weekly/monthly reports

Develops and promotes a patient experience s consistent with the Hospital’s mission, vision and values

Fully supports hospital policies and serves as a professional role model for service excellence

Demonstrates self-direction, creativity and sound judgment applicable to the position description responsibilities

Maintains open communication with colleagues throughout the hospital

Demonstrates flexibility with scheduling sessions to meet time constraints / needs of departments within the hospital

Creates, implements, and ensures organizational adoption of the patient experience program

Documents and communicates throughout the organization the shared vision for service excellence and patient experience improvements

Instills in the organization an understanding of the criticality of patient and family experiences to the organization’s strategy and performance (implements Patient/Family Centered Care program.

Builds a culture of excellence, leading the enhanced customer experience and loyalty across the hospital.

QUALIFICATIONS & SKILLS:

• Bachelor’s Degree / Diploma in Business Development, Education or related discipline from a recognized educational institute

PROFESSIONAL EXPERIENCE:

• Minimum 5 years experience in a customer service related industry
• Experience in mentoring / coaching in a multi-cultural / grooming standard
• Demonstratable experience in customer/patient experience program development and implementation
• Experience working in the private sector, preferably within a hospital or hospitality environment.