Patient Experience Officer (Healthcare)
Patient Experience Officer (Healthcare)
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Job Description
The Patient Experience Officer is responsible for ensuring that patients and their families receive highquality compassionate and efficient care. This role focuses on improving patient satisfaction addressing complaints and enhancing overall healthcare service delivery.
Key Responsibilities:
1. Patient Engagement & Communication
- Act as the first point of contact for patient concerns feedback and inquiries.
- Educate patients and families on hospital policies procedures and available support services.
- Conduct regular patient rounds to gather feedback and address concerns in real time.
2. Service Quality Improvement
- Monitor and evaluate patient experience metrics and recommend improvements.
- Collaborate with medical and administrative teams to enhance service delivery.
- Implement and oversee patient satisfaction surveys analyze results and develop action plans.
3. Complaint Resolution & Conflict Management
- Handle patient grievances professionally and ensure timely resolution.
- Escalate unresolved issues to the appropriate department and follow up until resolution.
- Maintain accurate records of complaints resolutions and service improvements.
4. Training & Staff Support
- Work closely with medical teams to promote empathy and effective communication.
- Assist in developing patient experience policies and best practices.
5. Coordination & Reporting
- Prepare reports on patient satisfaction and service quality for management review.
- Coordinate with various departments to ensure a seamless patient journey.
- Stay updated with industry best practices and recommend innovative strategies to improve patient care.
Qualifications :
- Bachelors degree in Healthcare Management Business Administration Nursing or a related field.
- Minimum of 2 years of experience in healthcare patient relations or customer service.
- Strong interpersonal and communication skills.
- Problemsolving and conflictresolution abilities.
- Knowledge of hospital operations and patient rights.
- Ability to work in a fastpaced emotionally sensitive environment.
Preferred Skills:
- Experience in handling patient complaints and feedback management.
- Familiarity with hospital accreditation standards and regulatory requirements.
- Proficiency in data analysis and reporting tools.
Work Environment:
- Primarily hospitalbased with interactions across multiple departments.
- Requires working in shifts including weekends and holidays as needed.
Additional Information :
This is a unique opportunity to drive positive change and make a lasting impact. Join us now and be part of our mission to shape unforgettable customer experiences!
Note: Only shortlisted candidates will be contacted for further steps in the selection process.
Remote Work :
No
Employment Type :
Fulltime
Employment Type
Full-time
