Job Description

Primary Responsibilities – Technical:

• Submitting periodic progress reports on the strategic plans and operations of the Patient Experience Unit.
• Handling all aspects of a patient’s experience, both concerning their treatment and their overall stay My Clinic’s facility.
• Collaborating with cross-functional teams to map the patient journey from admission to discharge, identifying touchpoints for improvement. Implementing changes to streamline processes and reduce potential points of frustration.
• Communicating with patients to determine their needs and identify a path toward treatment and progress.
• Empathizing with patient concerns on their path toward recovery, helping them take steps to replace anxiety with peace of mind.
• Resolving patient complaints and concerns, working with relevant departments to address issues promptly, implementing a structured feedback loop to capture patient insights and drive continuous improvement.
• Corresponding with care providers (Physicians, Nurses, …etc.) to familiarize them with individual patient needs and preferences.
• Implementing patient-focused programs in a healthcare environment.
• Supervising training programs for healthcare staff to enhance their interpersonal skills, communication, and patient engagement abilities, providing ongoing education on best practices in patient-centered care.
• Generating and delivering reports on patient progress, setbacks, and overall status.
• Performing other professional duties as assigned.

Education / Professional Qualifications:

• Education Degree: Bachelor’s degree in a health-related field, such as nursing, health care administration or public health, or any related field.
• Years of Experience: 3 to 5 years of experience within a related field.
• Professional Certification: CPXP.

Experts & Skills:

• Excellent Command of oral and written English & Arabic.
• Proficient with Microsoft Office Suite or related software.
• Excellent verbal and written communication skills to effectively interact with patients, their families, and healthcare staff.
• Strong empathy and compassion to understand and address the emotional needs of patients and their families.
• Proficiency in conflict resolution to address patient concerns and complaints in a fair and effective manner.
• Excellent problem-solving skills and the ability to strategize and devise solutions.
• Exceptional customer service skills.