JOB DESCRIPTION
Job Title: Manager -Patient Experience
Department: Customer Service
Reports To: Director- Hospital Operations
JOB SUMMARY
Developing, driving and fostering a culture of patient and family-centred care and service excellence, while improving patient & family experience and patient relations in the Hospital.
MAIN DUTIES AND RESPONSIBILITIES
- Implement the framework & protocols in which all Patient Experience initiatives will be deployed in the Hospital; Driving a culture of service excellence, hospitality, ownership and results in the hospital
- Apply service/patient experience performance standards and deploy their respective measurement processes which include but not limited to; Customer Satisfaction (CSAT), Net Promoter Score (NPS), Discharge Surveys, SMS Survey, trends and regulatory requirements;
- Through stakeholder engagement and partnership, deploy Service Standard Operating Procedures (SOPs) including and not limited to patient relations, continuously monitor for compliance and embed mechanisms for sustenance and/or improvements;
- In partnership with the Training function, ensure the delivery of service and patient experience training programs to all staff in the Hospital;
- Responsible for management and oversight of Service Excellence and Patient Relations costs in the hospital;
QUALIFICATION REQUIREMENTS
- Degree or masters in any related field
- Customer/patient experience certification (Local/International) would be an added advantage
- At least 5 years in customer/patient experience management role
- Experience in the service industry is an added advantage
- Demonstrated implementation & accomplishing impactful Customer/Patient Service improvements
- Good managerial skills/ Supervisory skills training
- Good interpersonal skills & communication skills
- Good customer care skills.