Patient Experience Manager at NMC Healthcare - Sharjah

NMC Healthcare stands as one of the largest private healthcare providers in the United Arab Emirates, renowned for delivering comprehensive and innovative medical services. As part of its ongoing commitment to excellence and quality enhancement, the group is seeking to fill the position of Patient Experience Manager at its facilities in Sharjah. This role is pivotal in bridging the gap between clinical care delivery and patients' emotional and service expectations, thereby fostering long-term loyalty and a distinguished reputation for the institution.

Job Description and Key Responsibilities

The Patient Experience Manager will be the primary leader responsible for designing, implementing, and overseeing strategies and programs aimed at measuring and improving the patient journey across all touchpoints of care, from appointment scheduling to post-discharge follow-up. This individual will work closely with various clinical and administrative departments to ensure the patient's voice is heard and integrated into operational decision-making.

Core expected responsibilities include:

• Developing and implementing a comprehensive framework for measuring patient satisfaction, utilizing tools such as surveys, focus groups, and complaint/feedback analysis.
• Analyzing patient experience data to identify trends, strengths, and areas for improvement across all departments and services.
• Leading quality improvement initiatives based on insights derived from patient feedback, in collaboration with quality assurance and patient safety teams.
• Designing and delivering training programs for staff (clinical and administrative) on communication skills, empathy, and patient-centered service.
• Establishing effective channels for receiving and responding to patient feedback in a manner that demonstrates care and respect.
• Preparing regular reports for senior management on patient experience KPIs and the progress of improvement initiatives.
• Ensuring compliance with the highest ethical and professional standards in handling patient data and experiences.

Qualifications and Requirements

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

Academic Qualifications:

• A Bachelor's degree in Business Administration, Healthcare Management, Nursing, or a related field. A Master's degree in Healthcare Administration or Quality Management is a strong advantage.

Professional Experience:

• Minimum of 5 years of experience in a similar role focused on patient experience, service quality, or customer relations within the healthcare sector.
• Proven experience in developing and analyzing patient satisfaction surveys and performance measurement systems.
• In-depth understanding of hospital operations, clinical workflows, and administrative procedures.
• Experience working in a multicultural healthcare environment, preferably within the Gulf region.

Personal and Professional Skills:

• Exceptional communication and interpersonal skills, in English; Arabic language skills are a distinct advantage.
• Strong analytical ability to interpret quantitative and qualitative data and translate it into actionable plans.
• Leadership skills and the ability to inspire and guide multidisciplinary teams toward a common goal.
• Genuine empathy, resilience, and the ability to handle sensitive situations with professionalism.
• Excellent command of Microsoft Office applications, especially Excel and PowerPoint, and familiarity with Patient Relationship Management (PRM) systems or survey software.

How to Apply for the Position

This job vacancy is posted via the Naukrigulf online platform, which specializes in Gulf region recruitment. Interested candidates who meet the above criteria should apply through the official advertisement link on the website. It is advisable to prepare an updated, achievement-oriented CV, highlighting specific experiences and projects related to improving patient experience. Ensure your contact information is accurate and clear.

NMC Healthcare offers a dynamic and stimulating work environment where innovation and commitment to patient well-being are highly valued. This is an excellent opportunity for an ambitious professional to make a tangible impact on healthcare quality within one of the region's leading institutions.