OverviewApplication for this position is open for United Arab Emirates nationals only.Reporting to the Team Leader, Patient Experience, the Officer, Patient Experience role is responsible for handling escalated grievances and complains of patients and their family members concerning their clinical, physical and emotional wellbeing as well as their experience with MHs facilities. The role is also responsible for developing plans to address recurring patients needs towards enhancing their healthcare experience in line with MH standards and policies.Responsibilities

• Participates in customer journey mapping, patient surveys and patient experience focus groups to identify gaps and improvement areas.
• Analyzes feedback data trends and articulates the information to support and develop process/service improvements.
• Liaises with relevant divisions and provides support in implementing patient facing process/service improvement action plans.
• Manages the feedback management system end to end, functionally and analytically in MH on daily, weekly monthly parameters.
• Determines patient requirements by maintaining contact as well as building sustainable relationships and trust with internal and external customers through open and interactive communication.
• Communicates with all dissatisfied patients based on measures being used in the system.
• Escalates/communicates information to appropriate internal stakeholders in appropriate time frames to meet patient or family questions, concerns, and/or expectations.
• Maintains follow up of the escalated/problematic cases with relevant divisions for full closure and consistently explores feedback-based process improvements for better outcomes.
• Performs audit calls for feedback verification as per set requirements.
• Maintains accurate and comprehensive documentation of all assigned patient experience initiatives at the unit, as well as collates and archives all service excellence initiatives data.

QualificationsRequired:

• Bachelors Degree/Diploma in Healthcare Management or any relevant field.

• One to two years of epxerience in a relevant field such as, Costumer Care, Public Relations, Social and Volunteer work.

National Reference Laboratory