Patient Experience Executive at NMC Healthcare LLC - Sharjah

NMC Healthcare LLC, a leading force in the private healthcare sector of the United Arab Emirates, is seeking to recruit a dedicated Patient Experience Executive for its facility in Sharjah. This opening underscores the group's ongoing commitment to delivering the highest standards of care and service, aligning with its core vision of placing the patient at the heart of its operations.

Job Description and Key Responsibilities

The Patient Experience Executive will be a pivotal figure in ensuring every patient receives a positive and exceptional journey throughout their care within the healthcare facility. The role extends beyond front-desk duties to encompass a deep understanding of patient needs and ensuring they are met seamlessly and professionally. Key responsibilities include:

• Holistic Patient Journey Management: Welcoming patients and their companions with courtesy and respect, guiding them through registration, examination, and treatment procedures, and ensuring their comfort throughout their visit.
• Feedback and Data Collection: Designing and implementing mechanisms to gather patient feedback (such as surveys and brief interviews) post-visit to measure satisfaction levels and identify areas for enhancement.
• Data Analysis and Reporting: Analyzing collected patient data to identify recurring patterns and issues, and preparing detailed periodic reports for senior management and various service departments.
• Complaint Resolution: Acting as a primary point of contact for addressing patient inquiries, concerns, and complaints, striving to resolve them promptly and effectively, or escalating them to the appropriate authority with follow-up until final resolution.
• Training and Awareness: Contributing to the development and delivery of brief awareness programs for front-line staff (like reception and nursing personnel) on the importance of patient service and best practices to improve their experience.
• Promoting a Patient-Centric Culture: Collaborating with various clinical and administrative departments to foster a patient-focused culture within the organization and proposing initiatives to improve processes from the end-user's perspective.

Qualifications and Essential Requirements

To be a successful candidate for this crucial role, you should meet the following criteria:

• Educational Background: A Bachelor's degree in Business Administration, Healthcare Management, Nursing, or any related field in services or public relations.
• Work Experience: A minimum of 2-3 years of experience in a similar role focused on customer service or patient experience, preferably within the healthcare or hospital sector.
• Personal Skills:
  • Exceptional communication and interpersonal skills (verbal and written) in both Arabic and English.
  • Ability to empathize and practice active listening to understand the feelings and needs of patients from diverse backgrounds.
  • Strong analytical skills to interpret data and derive actionable recommendations.
  • Ability to work under pressure and handle difficult situations with calmness and tact.
  • Team spirit and the ability to build positive working relationships with all colleagues.
• Technical Knowledge: Proficiency in Microsoft Office suite (especially Excel for data and PowerPoint for presentations). Knowledge of Patient Relationship Management (PRM) systems or survey tools will be an added advantage.

Why Join NMC?

Joining NMC Healthcare means becoming part of a well-established and reputable institution in the market. While specific financial package details were not mentioned in the listing, working for such a large organization typically offers a stable work environment and opportunities for professional growth and development within the vital healthcare sector.

How to Apply for the Position

Applications for the position are to be submitted via the online platform where the original advertisement was posted (Naukrigulf). Interested candidates who meet the requirements should prepare an updated and clear CV, focusing on highlighting the relevant experiences and skills mentioned above, with examples of achievements in improving customer or patient experience. Ensure your contact information is correct and include a brief cover letter expressing your motivation for joining the healthcare sector and NMC in particular.

Location: Sharjah, United Arab Emirates. Job Type: Full-time.