Head Patient Experience

Job Purpose:Ensure that services provided at every touchpoint of the patient’s journey meet their needs and expectations, generating a smooth experience and integrated services to foster a culture of continuous improvement and efficiency while enriching the patient’s experience.Roles & Responsibilities:Develop and ensure services that anticipate patients' needsEnsure the implementation of digital and real-time services for patients and the adoption of digital identity for all Dubai Health services, while providing comprehensive patient support.Collaborate closely with the digital and other departments to minimize patient data requirements, fostering connections with databases from other government entities.Launch and manage surveys to identify areas for improvement and implement corrective actions.Enable patients to provide suggestions, comments, and complaints through the official patient feedback channels at Dubai Health.Support partnerships with private sector or government entities to enhance service efficiency and enrich patient experiences through these collaborations.Support strategic initiatives and embed a culture of continuous improvement throughout the function.Oversee the day-to-day operations of the service desks, ensuring all incidents and patients are managed effectively.Ensure front desks are properly staffed and equipped to handle high patient flows across all shifts, including weekends and holidays.Develop and implement effective incident and problem management processes to promptly resolve incidents, minimizing service disruption and downtime within the patient experience pathway.Act as the escalation point for urgent issues or incidents requiring immediate attention and resolution.Provide regular reports and updates on patients' experience performance, key incidents, and other operational metrics to senior management.Any other assignments related to the nature of the job assigned by the management.Qualification Requirements:Bachelor Degree - Healthcare Administration, Nursing, or a related field.Master’s Degree - Healthcare Administration.Experience Requirements:8 to 10 years in healthcare setting.3 years in supervisory responsibilities.Knowledge and Skills Required:Computer literate in using Excel, Word, Access, etc. The knowledge of Salama will be highly valuableDeep understanding of healthcare systems, patient engagement, and process improvement methodologies.Excellent leadership and team management skills, with the ability to motivate, coach, and develop staff.Exceptional communication skills, both written and verbal, in English and Arabic.Experience managing a 24/7 front desk operation in a high-pressure environment.Proven ability to manage cross-functional teams and influence organizational change.Knowledge of healthcare regulations and accreditation standards related to patient care and experience.Proven experience in managing front desk operations, preferably in a large healthcare system or hospital environment.Strong analytical and problem-solving skills, with the ability to prioritize and manage multiple tasks.Strong knowledge of patient satisfaction metrics, benchmarks, and performance.