Manager Patient Experience
Shifa International Hospitals Limited
Nơi làm việc
Islamabad
Hình thức tuyển dụng
Toàn thời gian
Chi tiết công việc
Company Description
Shifa International Hospital is a 550 bed Quaternary care hospital in Islamabad offering comprehensive diagnostic facilities, outpatient clinics, and inpatient services in 35+ medical & surgical specialties. With USA and E.U. trained & qualified Physicians and Surgeons, Shifa aims to provide the highest quality medical care with care and compassion in an environment conducive to good medicine.
Role Description
This is a full-time on-site role for a Manager Patient Experience at Shifa International Hospitals Limited in Islamabad. The Manager Patient Experience will be responsible for overseeing and improving all aspects of patient experience, managing projects related to enhancing customer service and communication, and utilizing analytical skills to measure and improve customer satisfaction.
Responsibilities:
• Analyze and promptly respond to patient complaints, addressing their concerns and ensuring timely resolution
• Conduct regular rounds to continuously monitor and evaluate departmental activities, identifying areas for improvement.
• Coordinate with relevant departments to ensure the seamless provision of services to patients, promoting a cohesive healthcare experience
• Effectively handle and diffuse difficult situations involving aggressive patients or attendants through counseling and relationship-building techniques
• Follow up with departmental management to ensure the timely closure of pending patient complaints, maintaining thorough communication
• Facilitate the smooth referral process for patients through collaboration with higher management, ensuring their needs are met
• Conduct surveys to assess patient satisfaction and the quality of service provision, sharing the collected data with relevant departments for enhanced patient experience
• Prepare and share departmental activity reports with higher management as required, providing updates on the department's performance and progress
• Implement procedures aimed at enhancing and continually improving the overall experience of patients and their families throughout the hospital
• Thoroughly assess complaints, ensuring that issues are clarified with the complainants early on and that each complaint is managed appropriately based on its seriousness and nature
• Foster maximum outreach to patients and their families, seeking to improve patient services based on their feedback and experiences.
Requirements:
• Bachelors / Masters in Management science or any administrative field
• Atleast 10 years of experience patient experience, customer services, service excellence etc.
• Previous experience in healthcare or hospital setting is a plus
• Strong Communication and Customer Service abilities
• Experience in Customer Experience management
• Excellent problem-solving skills and attention to detail
• Analytical Skills and Project Management expertise
• Ability to prioritize and manage multiple tasks effectively
