Patient Experience Team Leader

Job Summary

The Team Lead – Patient Experience will be responsible for building and promoting the image of the Hospital. S/He will be responsible for extending premium hospitality and exquisite service to the patients/guests across all departments/units, while operating at the highest level of discretion and confidentiality. S/He will ensure and maintain all day-to-day activities of the Department, improve all operational processes, and monitor effectiveness for the Department.

Job Responsibilities 1

Crafts a personalized, elevated patient/guest experience for patients/guests while always maintaining a positive and professional demeanor.

Builds patient/guest loyalty utilizing luxury standards that foster an exclusive patient relationship and commitment to service excellence. 

Coordinates with the Director on patient expectations and patient category type.

Provides mentorship and guidance to his/her team towards consistently delivering an elevated patient/guest experience, aligned to the Hospital brand standards.

Handles and coordinates all aspects of a patient journey.

Leads daily operational and logistical needs and guides overall efficiency in support of the strategic initiatives of the Department.

Ensures flawless technological solutions for patients/guests.

Responds to special requests from patients/guests and provides prompt follow-up as needed to ensure needs are met with full satisfaction.

Takes corrective actions in situations requiring immediate intervention, including interpretation and administration of the facility’s policies and work rules.

Job Responsibilities 2

Acts as a coordinator between patient, doctor, and administration.

Explains services available and the need for the proper use of them.

Oversees non-clinical activities in Outpatient and Inpatient Departments.

Coordinates with the senior management in organizing any tours or visits.

Communicates pertinent information (verbal and/or electronic) in a timely manner to the Director.

Documents pertinent information, actions and decisions and communicates to the Director.

Supports clinical, operational and facility services throughout the entire Facility on a 24-hour basis.

Collaborates with the clinical and support staff to foster delivery of quality care.

Assists in evaluating and reassigning staff during crisis situations.

Additional Responsibilities 3

Job Knowledge & Skills

Strong Knowledge of the Healthcare industry.

Computer literacy, including the use of word processing and other software packages.

Genuine interest in working within a caring environment.

Team Player.

Ability to communicate effectively at all levels.

High degree of self-organization.

Ability to spot and solve problems, requiring effective decision-making skills.

Ability to work long hours, often under pressure.

Ability to multi-task in a fast-paced environment.

Self-driven with a strong ability to work with minimal supervision.

Ability to think critically and analyze infomration with efficient solution generating skills.

Job Experience

Minimum 5 years of experience in a similar role in healthcare (required).  

Previous experience in Patient Care/Customer Care and Operations in a complex organization.

2-3 years of Supervisory experience.

Minimum 1 year of experience in GCC (required).

Competencies

Education