Manager, Patient Experience (Emirati talent)

M42 Ltd.; Abu Dhabi; On-site; AED 240,000 - 360,000; Full time

Job summary

M42 Ltd., Healthpoint hospital in Abu Dhabi, seeks a Manager, Patient Experience to design and lead initiatives that enhance the patient journey and ensure consistency with M42 standards. The role oversees patient feedback programs, surveys, and service-improvement activities across the organization.

The ideal candidate will have a Bachelor’s degree, at least six years in healthcare/service operations, and proven leadership with strong communication and training capabilities in English.

Qualifications

• Bachelor’s degree required; master’s degree preferred.
• 6+ years of operational experience, preferably in healthcare or service-focused environments.
• Strong leadership and stakeholder management skills.
• Excellent communication and presentation skills.
• Ability to design and deliver training and educational programs.
• Proficiency in Microsoft Office applications; fluency in English.

Responsibilities

• Design and implement patient experience strategies, programs, and initiatives aligned with organizational and corporate goals.
• Lead patient experience measurement programs, including surveys, feedback systems, and performance dashboards.
• Manage and resolve patient complaints and grievances, ensuring timely closure and appropriate service recovery.
• Conduct patient rounding and proactively identify opportunities to improve the patient journey and service delivery.
• Analyze patient feedback and experience data to identify trends, drive root cause analysis, and implement corrective actions.
• Collaborate with clinical and operational teams to promote a culture of patient- and family-centered care.
• Develop and monitor service improvement initiatives, ensuring compliance with patient experience standards and organizational policies.
• Lead and support cross-functional projects and initiatives to enhance overall patient satisfaction and experience.

Skills

Leadership

Stakeholder management

Communication skills

Training delivery

MS Office

English fluency

Education

Bachelor's degree in a relevant field

Job description

Overview

M42 delivers comprehensive healthcare services across the full continuum of care; from primary care to advanced specialty treatments. Leveraging cutting-edge health technologies and precision medicine, we ensure the highest standards of effectiveness, efficiency, and patient-centered outcomes. With a global presence spanning more than 480 facilities in 27 countries and a dedicated workforce of over 20,000 professionals, M42 is uniquely positioned to redefine the future of healthcare on a global scale.

Healthpoint is a multi-specialty hospital offering a wide range of primary and specialty care services. Based in Abu Dhabi, it serves patients from the UAE and around the world. Committed to elevating patient care to the highest standards, Healthpoint has been recognized by numerous renowned international awarding and accrediting bodies.

The Manager, Patient Experience is responsible for designing, implementing, and managing strategic initiatives that enhance the overall patient journey and experience across the organization. The role focuses on ensuring a consistent, high-quality patient experience at every touchpoint, while aligning with organizational goals and M42 standards. This position also oversees patient feedback mechanisms, survey programs, and service improvement initiatives, working closely with internal departments to drive continuous improvement and optimize patient satisfaction outcomes.

Responsibilities

• Design and implement patient experience strategies, programs, and initiatives aligned with organizational and corporate goals.


• Lead patient experience measurement programs, including surveys, feedback systems, and performance dashboards.


• Manage and resolve patient complaints and grievances, ensuring timely closure and appropriate service recovery.


• Conduct patient rounding and proactively identify opportunities to improve the patient journey and service delivery.


• Analyze patient feedback and experience data to identify trends, drive root cause analysis, and implement corrective actions.


• Collaborate with clinical and operational teams to promote a culture of patient- and family-centered care.


• Develop and monitor service improvement initiatives, ensuring compliance with patient experience standards and organizational policies.


• Lead and support cross-functional projects and initiatives to enhance overall patient satisfaction and experience.

Qualifications

• Bachelor's degree in a relevant field (Master's degree or clinical background preferred)


• Minimum 6 years of operational experience, preferably within healthcare or service-focused environments


• Strong leadership and stakeholder management skills


• Excellent communication and presentation skills


• Ability to design and deliver training and educational programs


• Proficiency in Microsoft Office applications


• Fluency in written and spoken English