Patient Experience Supervisor

Fakeeh Care Group; Makkah Region; On-site; SAR 180,000 - 260,000; Full time

Job summary

Fakeeh Care Group seeks a Customer Experience Manager to lead and develop a high-performing team, ensuring exceptional patient care and satisfaction. The role coordinates schedules, monitors staff performance, handles inquiries, and drives continuous service improvements across departments.

The ideal candidate has 3–5 years in healthcare administration or related settings, with fluency in English and Arabic, and strong leadership and communication skills.

Qualifications

• Time management skills.
• Proficient in MS Office (computer skills).
• Organizational skills.
• Strong communication and presentation abilities.
• Analytical and problem-solving capabilities.
• Fluent in English and Arabic (written and spoken).

Responsibilities

• 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.

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

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.

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