Patient Experience Specialist

Dr. Sulaiman Al Habib Medical Group; Saudi Arabia; On-site; SAR 200,000 - 300,000; Full time

Job summary

A leading medical group in Saudi Arabia is seeking a skilled individual to coordinate patient complaints and ensure satisfaction. The role includes performing rounds, participating in patient initiatives, and monitoring feedback. Candidates need a bachelor’s degree and at least two years of relevant experience. Emphasis on patient servicing, compliance, and effective reporting is essential. This position plays a critical role in enhancing the overall patient experience through careful management and collaboration.

Qualifications

• College Graduate; preferably Bachelor’s Degree holder.
• At least two years of experience in the same field.

Responsibilities

• Coordinate the process of patient complaints and follow up with involved departments.
• Perform rounds in different areas and consult with relevant HOD and management.
• Participate in patient satisfaction initiatives and resolve patient concerns.
• Monitor and receive patient complaints and reassure patients.
• Prepare weekly and monthly reports for the complaints received.

Skills

Compliance to online incident reporting system

Data gathering & assessment

Patient servicing

Data management & record keeping

Process management

Education

Bachelor’s Degree holder

Job description

Job Purpose / Objective

Coordinate the process of patient complaints and follow up with the involved departments, communicating with the patients, closing the complaints and ensure patient satisfaction.

Key Responsibilities / Accountabilities

• Perform rounds in different areas of the complex and consult with relevant HOD and management.
• Participate in patient satisfaction initiatives and services and resolve patient concerns/ issues before it is communicated to the administration for a concern or a lack of services given.
• Monitor and pay attention to receive patient complaints (Through COC/ We care/ Written /Social media /Verbal /Patient satisfaction surveys / feedback boxes) by patient experience office staff, reassure the patient that his complaint was received and being worked on.
• Communicate with the respective HODs and patient services managers for proper investigation, professional resolution of the complaints and reassuring patients of the output of their complaints and resolving the issue with them.
• Follow up the patient experience employees’ duty schedules monitoring, punctuality of staff, assigning tasks and follow up of their professional completion.
• Prepare weekly and monthly reports for the complaints received with details of the departments’ involvement, results of the complaints and dates for receiving and closure and presenting them to top and middle management concerned.
• Arrange session on awareness of Patient’s Rights and Responsibilities for new staff in general orientation and for all staff on regular basis.
• Participate in person-centered care initiatives undertaken by HMG.
• Enrich patient experience with compassion, respect and dignity.
• Performs other applicable tasks assigned within the level of his/her competence as required by the admission supervisor.

Education / Professional Qualification

• Educational: College Graduate; preferably Bachelor’s Degree holder.

Experience

• At least Two (2) years of experience in the same field.

Skills

• compliance to online incident reporting system
• data gathering & assessment
• patient servicing
• data management & record keeping
• process management