Oversee the management and distribution of patient feedback and complaints across all hospital units:
Develop, implement, and track the Patient Excellence Blueprint to ensure consistent delivery of high-quality service:
Collaborate with hospital leadership and departments to drive improvements in customer experience and service performance:
Lead customer satisfaction initiatives, including gathering and analyzing feedback to identify service gaps and implement corrective actions:
Facilitate training programs to enhance employee skills in customer service, complaint handling, and patient engagement:
Requirements:
Bachelor's Degree in Healthcare Management, Hospitality, or related disciplines.
At least 8 years of experience in the hospitality or healthcare industry, with a focus on customer experience management, patient engagement, or related roles.
Experience leading or managing teams focused on improving service delivery and patient satisfaction is highly desirable.
Strong background in customer experience management, with expertise in patient engagement, complaint handling, and service recovery.
In-depth knowledge of training and development, customer satisfaction metrics, and tools to optimize operational excellence.
Excellent communication, interpersonal, and problem-solving skills.
A growth-oriented mindset with the ability to adapt to a fast-paced, dynamic healthcare environment.
A positive attitude and a passion for improving the healthcare experience for both patients and staff.
