Patient Experience Lead — Elevate Care Journeys

Healthpoint; Abu Dhabi; On-site; AED 240,000 - 360,000; Full time

Job summary

Healthpoint in Abu Dhabi is seeking a Manager, Patient Experience to design and manage strategic initiatives that enhance the patient journey across the organization, ensuring a consistent, high-quality experience at every touchpoint and aligning with M42 standards.

The role oversees patient feedback mechanisms, survey programs, and service improvement initiatives while working closely with clinical and operational teams to drive continuous improvement and positive patient outcomes.

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.

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

Patient experience design

Communication skills

Training program design

MS Office proficiency

English fluency

Education

Bachelor’s degree in a relevant field

Master’s degree or clinical background preferred

Tools

Microsoft Office

Job description

Healthpoint in Abu Dhabi is seeking a Manager, Patient Experience to design and manage strategic initiatives that enhance the patient journey across the organization, ensuring a consistent, high-quality experience at every touchpoint and aligning with M42 standards.

The role oversees patient feedback mechanisms, survey programs, and service improvement initiatives while working closely with clinical and operational teams to drive continuous improvement and positive patient outcomes.