Patient Experience Supervisor

Fakeeh Care Group; Makkah Region; On-site; SAR 120,000 - 180,000; Full time

Job summary

Fakeeh Care Group in the Makkah region seeks a Customer Experience Manager to oversee patient satisfaction, coach staff in service excellence, and collaborate with departments to resolve day-to-day issues.

The role requires 3-5 years in healthcare, a Bachelor’s in a related field, and fluency in English and Arabic; you will schedule staff, monitor KPIs, and respond to inquiries to ensure a compassionate, efficient patient journey.

Qualifications

• Bachelor's degree in a related field as required.
• 3-5 years of experience in a healthcare setting.
• Fluency in written and spoken English and Arabic.

Responsibilities

• Oversees patient satisfaction and ensures high-quality, compassionate care.
• Leads and mentors staff to maintain excellence and serve as a role model.
• Manages staff schedules and duties, ensuring operational coverage.
• Monitors staff attendance, leaves, and overtime with proper processing.
• Resolves patient concerns and supports service improvement initiatives.
• Guides new team members through induction and training.
• Responds to inquiries via phone and email in a timely manner.
• Maintains knowledge of facility layout and services to assist patients and visitors.

Skills

Time management

MS Office

Organization

Communication

Presentation

Analytical skills

Problem solving

Education

Bachelor's degree in Healthcare Administration

Bachelor's degree in Business Administration

Bachelor's degree in Hospitality Management

Tools

MS Office

Job description

Description

Job Purpose

To oversee and improve patient satisfaction by ensuring high-quality, compassionate care, addressing patient and staff concerns, training staff in customer service, and collaborating with departments to solve day-to-day issues and enhance the overall patient experience.

Key Responsibilities And Duties

• Motivates, inspires, and provides guidance to staff to ensure excellence in performance.
• Leads the team by setting a positive example and acting as a role model.
• Prepares staff schedules and arranges duties based on operational needs.
• Checks and processes staff-related forms, such as absences, leave requests, and overtime.
• Ensures staff always assist patients and visitors in a cheerful and courteous manner.
• Maintains in-depth knowledge of the Fakeeh Health Care facility layout and services to provide guidance and support.
• Supervises daily shifts to ensure workflow adheres to operational procedures.
• Conducts daily rounds to monitor and ensure exceptional customer care.
• Resolves patient complaints promptly and logically, supporting the team in addressing concerns to improve satisfaction and service quality.
• Assists new team members through the induction program, ensuring they have the necessary knowledge to perform effectively.
• Attends and supports emergency codes White and Mercy.
• Recognizes and celebrates team and individual accomplishments and exceptional performance.
• Manages responses to inquiries received via phone and email, ensuring timely and adequate responses.
• Monitors and ensures compliance of officers with KPIs.
• Collects and analyzes officer data to prepare and present weekly or monthly reports on patient experience.
• Handles social media complaints, ensuring timely and effective resolution.
• Ensures staff consistently provide discharge support to patients if applicable.

Requirements

Job Requirements

Skills And Abilities

• Time management skills.
• Computer skills MS Office.
• Organization skills.
• Communication skills.
• Presentation skills.
• Analytical skills.
• Problem solving skills.

Experience: 3-5 years of experience in similar position in healthcare setting

Education: Bachelor’s degree in Healthcare Administration, Business Administration, Hospitality Management, or a related field.

Language: Fluency in written & Spoken English and Arabic

Licenses / Certifications: N/A