Patient Experience Manager
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الوصف الوظيفي • Develop strategy to record & maintain care-seeker support knowledgebase. • Ensure optimizing the patients & their families experience with Abeer Medical Group through maximization of process efficiencies and ongoing patient relationship development. • Develop, implement and monitor the AMG’s care-seeker service policies, procedures and standards. Comply with and maintain knowledge of applicable rules, regulations, standards, and best practices. • Collaborates with relevant functional leadership and staff to develop and implement strategies to improve the patient experience. • Monitor the department’s KPIs and performance targets to identify areas for improvement and develop action plans accordingly. • Manage & resolve care-seeker review & feedback. Prepare a monthly country-wide report on the same for the executive management committee. • Uses performance data to identify strengths, improvement opportunities, and recommends actionable interventions to the unit & regional leadership to achieve top decile patient experience performance. • Carry out innovative patience experience enhancement projects to their completion and thoroughly analyze patient service-related information and evaluate the results to choose the best resolutions and alternatives to patient service challenges, and to identify opportunities to improve patient & family service experience. • Initiate and manage distribution and collection of satisfaction surveys (quarterly and annually); including but not limited to potentially interviewing key clients and care-seekers, when required. • Preparing and reviewing monthly and quarterly reports based on the feedback management system across Abeer Medical Group’s hospitals and medical centers and report the findings to the corporate executive committee. • Develop, deploy and monitor care-seeker delight initiatives. • Cross-Functional Role: Responsible for conceptualizing and managing a diverse range of patient retention campaigns and initiatives in close collaboration with the marketing, medical & operations department. • Lead, identify and address PE and patient facing staff training and coaching needs. • Manages and leads a Multi-disciplinary Patient Experience Committee by setting clear goals and expectations and tracking progress of the same. المهارات • A minimum of 8 years’ experience in patient experience leadership roles, clinical management consulting, health care provider relations and/or health insurance patient services. • Ability to conform to JCIA & CBAHI standards appropriate to field of work. • Proven experience of quality improvement and continuous development of healthcare experiences and/or processes. • Good coaching and on the job training skills required. • Excellent organizational skills and ability to multi-task. تفاصيل الوظيفة https://www.bayt.com/ar/saudi-arabia/jobs/patient-experience-manager-4154890/ |
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