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Healthcare Service Excellence Lead

2 weeks ago

Doha, Baladīyat ad Dawḩah, Qatar lxbfYeaa Full time
About the Role

This key leadership position at lxbfYeaa offers a unique opportunity to drive significant improvements in patient satisfaction and engagement.

Key Responsibilities
  1. Patient Experience Strategy Development: Create and execute a comprehensive patient experience strategy aligned with the organization's mission and values, identifying opportunities to enhance the patient's journey from admission to discharge.
  2. Team Leadership: Lead, mentor, and manage a team of patient experience coordinators and customer service representatives, ensuring exceptional patient service delivery.
  3. Cross-Functional Collaboration and Communication: Collaborate with medical and administrative departments to ensure consistent and excellent patient care, establishing communication channels for feedback and improvement.
  4. Data Analysis and Insights: Collect and analyze patient feedback and satisfaction data, generating regular reports and insights for senior management to inform business decisions.
  5. Training and Development Programs: Develop and deliver training programs to enhance staff members' communication and interpersonal skills, improving patient interactions and outcomes.
  6. Quality Assurance and Compliance: Monitor and evaluate patient interactions, ensuring compliance with established service standards, and implementing quality assurance processes to maintain a consistent and positive patient experience.
  7. Complaint Resolution and Escalation: Address patient complaints and concerns promptly, striving for effective resolution, and escalating complex issues to relevant departments.
General OSH Responsibilities
  1. Familiarize and comply with all OSHMS policies, standards, and procedures relevant to the workplace.
  2. Attend applicable facility and departmental safety training, following OSHMS policies and procedures.
  3. Take reasonable care for your own health and safety, as well as that of colleagues and the environment.
  4. Cooperate with Entity Managers and OSH team regarding OSHMS requirements.
  5. Notify supervisor or department safety representative of any hazards, mishaps, or incidents within or outside your area of work.
Requirements and Qualifications
  • Minimum 10 years' experience in a reputable organization, with a minimum of 3-5 years in a Senior position.
  • Proven experience in a patient experience or customer service leadership role within a healthcare setting.
  • Strong understanding of patient-centered care principles and customer service best practices.
  • Excellent communication, interpersonal, and problem-solving skills.
  • Proficiency in data analysis and reporting tools.
  • Fluency in English is required; knowledge of Arabic is an advantage.