Patient Experience Supervisor

About the Role

Fakeeh Care Group is seeking a Patient Experience Supervisor to join their team in Al Awali District, Makkah, Saudi Arabia. This full-time role focuses on enhancing patient satisfaction by ensuring high-quality, compassionate care and addressing patient and staff concerns. The supervisor will collaborate with various departments to resolve daily issues and improve the overall patient experience.

Key Responsibilities

• Motivate, inspire, and guide staff to ensure excellence in performance, setting a positive example as a role model.
• Prepare staff schedules and arrange duties based on operational needs.
• Process staff-related forms, including absences, leave requests, and overtime.
• Ensure staff assist patients and visitors courteously and cheerfully.
• Maintain in-depth knowledge of the Fakeeh Health Care facility layout and services to provide guidance.
• Supervise daily shifts to ensure adherence to operational procedures.
• Conduct daily rounds to monitor and ensure exceptional customer care.
• Resolve patient complaints promptly and logically, supporting the team in addressing concerns to improve satisfaction.
• Assist new team members through the induction program, ensuring they have necessary knowledge.
• Attend and support emergency codes White and Mercy.
• Recognize and celebrate team and individual accomplishments and exceptional performance.
• Manage responses to inquiries received via phone and email, ensuring timely and adequate responses.
• Monitor and ensure compliance of officers with Key Performance Indicators (KPIs).
• Collect and analyze officer data to prepare and present weekly or monthly reports on patient experience.
• Handle social media complaints, ensuring timely and effective resolution.
• Ensure staff consistently provide discharge support to patients when applicable.

Qualifications and Experience

• Candidates should possess 2-5 years of relevant experience.
• Demonstrated ability to oversee and improve patient satisfaction.
• Experience in staff training related to customer service.

Required Skills

• Strong leadership and motivational skills.
• Excellent communication and interpersonal abilities.
• Problem-solving skills for addressing patient and staff concerns.
• Ability to collaborate effectively with various departments.
• Proficiency in data collection and report preparation.

Work Environment

This is a full-time position based in Makkah, Saudi Arabia, within the Fakeeh Care Group. The role involves daily interaction with patients, visitors, and staff across various departments.

Application Process

Interested candidates are encouraged to apply. Salary details will be discussed during the interview process.