Senior Patient Experience Officer (Al Dhafra Hospitals)
SEHAJobsCloseBy Editorial Insights
SEHA's Senior Patient Experience Officer at Al Dhafra Hospitals leads the patient experience team to ensure high quality service and policy alignment while handling complaints, reporting to management, and driving improvements. The role emphasizes timely complaint resolution, data-driven reporting, staff training, and cross functional collaboration with committees and clinical teams to boost patient satisfaction. It requires 4–6 years in a healthcare setting, strong communication and conflict resolution skills, ability to develop standards and monitor activities, supervise staff, and safeguard patient confidentiality. To apply, tailor your resume to quantify KPI improvements, patient feedback initiatives, and program development; highlight UAE regulatory familiarity and experience within the SEHA network.
Responsible for managing the Patient Experience department/section within the facility with guidance from the Patient Experience Manager in order to ensure that patients receive high quality services from the facility and also to ensure that patient services are being provided according to the approved policy and procedures.
Handling Patient Complaints Ensuring all patient complaints or incidents in the point of service are resolved
Ensuring all unresolved complaints or incidents are reported to the complaint Officer
Providing recommendations to management in order to improve the services of the department/section
Reporting Providing regular feedback to Manager on patient and customer service issues and assisting him/her in planning any new initiatives for improvement in the department/section
Providing periodical reports to the management related to the Patient Experience department/section
Providing inputs for committees, panels and task forces as required
Managing the efficient functioning of the department
Managing the overall administration of the department/section and the services provided with the help of subordinates
Participating in the development and implementation of the patient experience programs in the facility
Supervising the daily operations within the department/section
Preparing schedule for the departmental/sectional staff
Developing and/or coordinating training to support and improve staff performance, customer service delivery and process improvement
Providing guidance and advice to the Officer as necessary
Assisting in the development and implementation of departmental/sectional work standards, policies and procedures
Monitoring and evaluating departmental/sectional activities to ensure adherence to facility policies and procedures
Providing interpretation of patient experience policy
Performing other duties as assigned
Managing patient relations Ensuring all patient needs, requests and concerns are responded to in a timely and appropriate manner
Ensuring the confidentiality of patient information is preserved in accordance with facility policy
Maintaining internal relations Liaising closely with the facility staff in order to build and maintain good relationships with them
Promoting communication between patients, their families and staff
Ensuring good customer service in the department/section
Maintaining collaborative and effective relationships with other key management personnel and keeping abreast of significant economic, social and technical trends, and regulatory guidelines, which may influence assigned functions/services and/or the facility Explaining facility polices and procedures for patients, families and visitors
Encouraging patients, families and visitors to provide their feedback through the facility surveys
Facilitating dialogue between patients, physicians, nurses, administrative managers
Encouraging patient feed-back through promoting the various means such as patient feed-back forms, complaint forms, and surveys
Collecting data and information about patient care concerns, needs and problems and making recommendations as appropriate
Contributing to the team effort Participating in cross-functional teams and committees as appropriate
Managing his/her subordinates and ensuring team development and complaint resolution, setting KPI’s for direct reports and conducting performance appraisal and driving motivation levels of direct reports
Qualification :-
Special Certificate:-
Required:
4-6 years of relevant experience in a healthcare facility
Desired:
N.A.
SEHA is committed to delivering world-class healthcare services using the most advanced diagnostics and systems across its network of public healthcare centers and hospitals in addition to partnering with global leaders in healthcare, including world renowned organizations such as the Mayo Clinic.