OverviewM42 is proud to announce its strategic investment partnership with the UAE Ministry of Defence to operate and manage Zayed Military Hospital in Al Batayeh, Sharjah. This collaboration will bring world-class healthcare services to over three million residents in the UAExe2x80x99s northern regions, including military personnel and their families.M42 will integrate leading healthcare providers such as the Imperial College London Diabetes Centre, Cleveland Clinic Abu Dhabi, and Healthpoint, ensuring access to specialized, precise, and preventative care. M42 is set to officially commence full-scale operations at Zayed Military Hospital, in early 2025.This role focuses on delivering an exceptional experience for patients, residents, customers, and their families during their visit to the facility. The position involves collaborating with colleagues across the organization to enhance patient experience through methods such as feedback analysis, rounding observations, and evidence-based practices. Responsibilities include designing and implementing strategic patient experience initiatives aligned with organizational goals, managing daily operations like surveys, analytics, and complaint resolution, and partnering with the corporate Patient Experience team to execute enterprise-wide initiatives. Additionally, the role ensures timely sharing of patient feedback and drives actionable improvements to optimize the healthcare experience.Responsibilities

• Drive Strategic Patient Experience Programs: Design, implement, and manage patient experience (PE) initiatives and roadmaps in alignment with organizational goals and benchmarks.
• Enhance Patient-Centered Culture: Foster a culture of patient and family-centered care by proactively identifying improvement opportunities at every touchpoint of the patient journey.
• Lead Feedback Management: Oversee patient feedback systems, surveys, and complaints, ensuring timely resolutions, root cause analysis, and implementation of corrective actions for continuous improvement.
• Collaborate Across Teams: Work closely with clinical, non-clinical, and operational teams to deliver memorable patient experiences and implement effective service recovery processes.
• Develop Performance Metrics: Create and manage performance reports, scorecards, and analytics to measure the effectiveness of PE initiatives and drive decision-making.
• Enhance Caregiver Skills: Lead educational programs, onboarding, and training sessions to strengthen interpersonal skills and empower caregivers to provide exceptional service.
• Proactively Address Patient Concerns: Conduct regular patient rounds, address issues on the spot, and communicate actionable insights to relevant departments.
• Ensure Compliance and Best Practices: Monitor adherence to patient experience standards, regulatory requirements, and organizational policies while introducing innovative best practices.

Qualifications

• Bachelor's degree
• At least 6 years' operational experience
• Proficiency with Microsoft Office suite
• Strong leadership and presentation skills

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