Senior Patient Perception Specialist
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About the Role
Ensure compliance with policies while analyzing patient feedback, improving tools for perception measurement, and guiding team members in data handling.
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Overview
Roles and Responsibilities:
Organizational Accountabilities: Ensure work is performed based on approved policies, processes, procedures, and instructions Identify opportunities for continuous improvement of systems, processes and practices taking into account leading practices, cost reduction and productivity improvement Ensure day-to-day activities are properly performed in line with policies and procedures Follow-up on escalated cases/issues of subordinates to ensure they are closed efficiently and in a timely manner Functional Accountabilities: * Analyse patient feedback from surveys, complaints, and online platforms to evaluate service perception. * Identify key themes and root causes behind negative or positive patient sentiment. * Design and improve tools used to measure patient perception across all touchpoints. * Coordinate with departments to turn perception insights into improvement initiatives. * Develop dashboards and reports that track perception KPIs and trends over time. * Monitor compliance with patient experience standards from MOH, CBAHI, and JCI. * Provide recommendations to leadership based on perception data analysis. * Guide junior team members in handling perception data and reporting. * Liaise with vendors and platforms for patient feedback tools. * Support the patient experience strategy with insight-driven input.
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