Head Patient Experience

Job Purpose

Roles & Responsibilities

• Develop and ensure services that anticipate patients' needs
• Ensure 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

Experience Requirements

Knowledge and Skills Required

• Computer literate in using Excel, Word, Access, etc. The knowledge of Salama will be highly valuable
• Deep 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.