Quality Systems | Specialist Patient Experience

LIFE Healthcare Group; Johannesburg; On-site; ZAR 450 000 - 600 000; Full time

Job summary

A leading healthcare provider is seeking a Quality Systems Specialist for Patient Experience in Johannesburg. The successful candidate will oversee all aspects related to patient experience, manage customer relationship and incident management systems, and facilitate training. A tertiary qualification in Nursing or Health Sciences and 5-8 years of experience in healthcare customer experience management are required. Proficiency in Microsoft Office is essential. The role involves developing improvement strategies and monitoring patient outcomes.

Qualifications

• Minimum 5-8 years' experience in healthcare customer experience management.
• Strong background in incident and complaints management systems.
• Demonstrated track record of enhancing patient satisfaction.

Responsibilities

• Manage and define the customer relationship management system.
• Oversee the patient incident management system.
• Monitor patient processes and outcomes to identify trends.
• Facilitate continuous improvement strategies in patient experience.
• Develop and manage work procedures and patient information.
• Provide training and support on related systems.

Skills

Problem-solving

Customer responsiveness

Organizational awareness

Action Orientation

Education

Tertiary Qualification (Nursing or Health Sciences)

Tools

Microsoft Office (Excel, Powerpoint, Word)

Job description

Quality Systems | Specialist Patient Experience

Function Quality Facility Head Office Position Quality Systems | Specialist Patient Experience Introduction

A vacancy exists for a Quality Systems Specialist – Patient Experience, based at Life Healthcare Head Office in Dunkeld reporting to the National Quality Manager. The successful candidate will be responsible for the oversight of all aspects related to patient experience and adverse events within Life Healthcare.

Critical Outputs

Manage and define the entire customer relationship management system

• Realign and look at the customer relationship management system to ensure that:
• processes are streamlined and efficient
• the communication platforms with patients are appropriate and up to date

Responsible for the patient incident management system

• Realigned and relook at the incident management system as required from time to time
• Review and align the categorization of incidents based on local and international definitions as required from time to time

Monitoring of patient processes and outcomes

• Review all patient related data and identify trends related to:
• Patient complaints
• Patient incidents
• Patient outcome

Continuous Improvement of patient experience

• Work closely with their colleagues within the Quality Department and Clinical functions to identify areas for improvement and develop improvement strategies

Develop, manage and update all relevant work procedures and patient information

• Development of new work procedures, reviewing and updating existing work procedures related to incident management, compliments and complaints management and all aspects related to patient experience.

Training and support

• Support Quality Managers and Cross Functional Departments with:
• Training related to Incident Management System and Customer Relationship Management System i.e patient adverse events, compliments and complaints processes
• Any training related to patient experience documents or processes including the Life Healthcare CARE programme

Requirements

• A Tertiary Qualification (Nursing or Health Sciences)
• Background in patient/customer experience management in a healthcare setting
• Experience with customer relationship management, complaints and adverse event management
• Track record of improving patient/customer experience
• At least 5-8 years’ experience would be required
• Proficient in Microsoft Office (Excel, Powerpoint and Word)

Competencies

• Problem-solving, analysis and judgement
• Action Orientation
• Ethical behaviour
• NetworkingExcellence orientation
• Building relationships
• Customer responsiveness
• Organizational awareness
• Leading by example
• Motivating and developing people

Email [e-mail] Closing date Sunday, January 18, 2026

Internal applicants - Before making an application, you are requested to discuss your application with your line manager. External candidates will also be considered.

Life Healthcare is an Equal Opportunity Employer.

Thank you for your interest in this opportunity. Kindly note that only shortlisted candidates will be contacted. Applicants who have not been contacted within two weeks of the closing date of this advert, should consider their application as unsuccessful.