Patient Experience Officer (Emirati talent)

M42 Ltd.; Abu Dhabi; On-site; AED 60,000 - 90,000; Full time

Job summary

Healthpoint Hospital in Abu Dhabi seeks a Patient Experience Coordinator to support the patient feedback process—capturing, analyzing, and reporting on complaints, comments, and compliments, and to promptly respond to clinical concerns to aid service recovery.

The role requires a Bachelor's degree in Healthcare Administration or related field, strong communication and problem-solving skills, and the ability to work with diverse teams.

Qualifications

• Bachelor's degree in Healthcare Administration or related field.
• Experience in patient experience, customer service, or healthcare administration.
• Strong interpersonal and communication skills with diverse stakeholders.

Responsibilities

• Act as the primary contact for patient feedback and service recovery.
• Support patients and families with timely assistance and resolution of inquiries.
• Investigate patient complaints and compliments with proper follow-up and documentation.
• Collaborate with clinical and non-clinical teams to enhance patient experience.
• Monitor patient satisfaction trends and support continuous improvement.

Skills

Patient experience

Communication skills

Problem-solving

Confidentiality

Organizational skills

English fluency

Education

Bachelor's degree in Healthcare Administration

Tools

Healthcare information systems

Microsoft Office

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.

This role is responsible to support the patient feedback process, by capturing, analysing and reporting on complaints, comments, suggestions and compliments received at Healthpoint Hospital. Additionally to promptly respond to patient clinical complaints efficiently and effectively and ensuring service recovery.

Responsibilities

• Act as the primary point of contact for patient feedback, concerns, and service recovery initiatives.


• Support patients and families by providing timely assistance, guidance, and resolution of inquiries.


• Investigate patient complaints and compliments, ensuring appropriate follow-up and documentation.


• Collaborate with clinical and non-clinical teams to enhance the overall patient experience and service quality.


• Monitor patient satisfaction trends and contribute to continuous improvement initiatives.


• Ensure compliance with organizational policies, patient rights, and healthcare service standards.


• Promote a culture of patient-centered care by supporting engagement, education, and experience-enhancement activities.

Qualifications

• Bachelor's degree in Healthcare Administration, Business Administration, Hospitality Management, Communications, or a related field.


• Previous experience in patient experience, customer service, guest relations, healthcare administration, or a similar role.


• Strong interpersonal and communication skills, with the ability to interact professionally with diverse stakeholders.


• Excellent problem-solving and conflict-resolution abilities.


• Ability to handle sensitive information with professionalism and confidentiality.


• Strong organizational skills and attention to detail.


• Proficiency in Microsoft Office and healthcare information systems is an advantage.


• Fluency in English is required; Arabic language skills are an asset.