Patient Experience Supervisor

NMC; Abu Dhabi; On-site; AED 120,000 - 200,000; Full time

Job summary

A healthcare organization in Abu Dhabi is seeking a Patient Experience Manager to oversee patient interactions and ensure high-quality service. This role involves managing patient complaints, directing queries, and supporting staff engagement initiatives. The ideal candidate will demonstrate exceptional interpersonal skills, support marketing events, and ensure compliance with quality standards. Responsibilities include staff scheduling, onboarding management, and performance appraisals amidst a collaborative environment, fostering continuous improvement in patient experience.

Responsibilities

• Welcome & greet patients and direct them appropriately.
• Provide hospital information and answer patient queries.
• Handle complaints professionally and fairly.
• Manage complaints register and process improvements.
• Manage VIP patients accordingly.
• Ensure an overall good patient experience.
• Liaison between departments when required.
• Manage reception and waiting areas.
• Handle telephone enquiries and direct queries.
• Monitor employee scheduling to ensure coverage.
• Support related to attendance, leave, and staff allocations.
• Maintain quality service and customer service standards.
• Support marketing events for potential new patients.
• Assist with patient communication related to complaints.
• Ensure Patient Experience Committee meetings are held.
• Adhere to NMC’s regulations and policies.
• Participate in quality assurance activities.
• Exercise effective interpersonal skills with staff.
• Maintain patient & staff confidentiality.
• Orientation for new joiners and probation periods.
• Ensure professional conduct within the team.
• Support recruitment and selection of team members.
• Monitor quality of onboarding for new employees.

Job description

Responsibilities

• Welcome & greet patients and direct them appropriately to the relevant departments giving clear instructions.

• Provide hospital information and answer patient queries.

• Complaints are handled in a structured, timely and professional manner which is fair, courteous and respectful of privacy, to identify problems and to continuously improve the department's services.

• Manage complaints register, ensuring key stakeholders are updated in order to do a root cause analysis and look at process improvements.

• Manage VIP patients accordingly.

• Ensure patients have an overall good patient experience.

• Liaison between departments when required.

• Manage the reception and waiting areas.

• Handles telephone enquiries and directs queries accordingly.

• Monitor employee scheduling of the department to ensure operational coverage.

• Provide support related to attendance, leave, overtime, staff allocations, uniform, dress code and personal hygiene.

• Maintain quality service by ensuring quality customer service standards, identifying trends & recommending process improvements.

• Support marketing events, being a point of contact for potential new patients.

• Supporting corporate patient experience initiatives.

• Working closely with the Quality Department and provide applicable data for KPIs.

• Assist the Medical Director with patient communication related to clinical complaints and ensure minutes of meetings are completed.

• Ensure Patient Experience Committee meetings are held, as per the complaints management policy.

• Strictly adheres to NMC’s regulations and policies especially those related to infection control, patient safety & JCI.

• Supports Continuous Quality Improvement and participates and contributes to all the quality assurance activities of the service.

• Exercises effective interpersonal skills in dealings with department staff, colleagues and management.

• Maintains patient & staff confidentiality.

• Orientate new joiners and sign of probation periods.

• Ensure professional conduct and discipline within the team is followed.

• Provide support in the recruitment and selection process of team members.

• Monitor employee scheduling of the department to ensure operational coverage.

• Provide support related to attendance, leave, overtime, staff allocations, uniform, dress code and personal hygiene.

• Support staff engagement initiatives.

• Continuously monitor and measure plans against quality indicators and department objectives, ensuring regular audits are in place, analyse the data and give relevant feedback.

• Complete yearly appraisals and coach & developing the team.

• Maintain quality service by ensuring quality customer service standards, identifying trends & recommending process improvements.

• Complaint management & process improvements linked to overall patient experience.

• Participates in Hospital training programs.

• To create and continuously maintain an enabling environment where people can develop and grow.

• To ensure that performance management contracts are in place for the team.

• Conduct and document bi-annual performance conversations .

• Identify high potential talent and ensure that development plans are facilitated in cooperation with Human Resources.

• Ensure that a training plan is developed and monitored to ensure continuous sharing of knowledge and skill.

• Monitor the quality of onboarding for new employees; new employees are orientated and probation periods are signed off.

• Maintain professional conduct and discipline within the team.

• Work closely with the recruitment team to recruit and select competent employees .