Patient Experience Director-Patient Experience Management
Full time
na Sheikh Shakhbout Medical City - SSMC
no
UAE
Publicado em February 5, 2025
Detalhes do emprego
JOB DESCRIPTION Responsible for managing appropriate departmental strategy, goals, objectives, systems, programs and priorities. Planning, directing, organizing and coordinating the overall activities and functions of the patient experience department/section. Oversees the administration of the department, including performance evaluations, personnel-related issues and hiring and directing key program staff. This responsibility requires achieving and maintaining professional standards within the department, ensuring the efficiency and quality of services provided and proper delegation and supervision of daily departmental/sectional tasks and duties. RESPONSIBILITIES
- Manages appropriate departmental goals, objectives, systems, programs and priorities
- Creates department plans, annual budget and performance measurement metrics with fact-based methodology and appropriate benchmarking
- Oversees the administration of the department, including performance evaluations, personnel-related issues and hiring and directing key program staff
- Develops and maintains transparent policies and practices within the department
- Provides leadership, guidance and support to the team in a manner that promotes collaboration, open communication, creative problem-solving and professional development
- Monitors and keeps expenditure within budget
- Ensures facility achieves key performance targets; in particular targets associated with length of stay and patient satisfaction
- Ensures the timely production of required reports to include departmental performance and productivity statistics
- Receives reports from Managers to ensure all patients’ needs are being met according to the facility regulations
- Builds and maintains good relationships with all facility departments/sections to ensure patient satisfaction
- Provides consultative services to the facility's leadership and employees on all related matters, including involvement in the actual working of the department for monitoring the customer service levels
- Identifies and develops projects and programs that would benefit the facility
- Reviews regular facility survey result trends and ensures results are communicated and incorporated into process improvement initiatives
- Participates on committees to monitor and review activities and systems to improve service delivery
- Supports clinical and non-clinical teams by coaching and facilitating discussions to encourage creative thinking, identifying options and developing new ways of delivering services
- Develops and assists in strategic advice to the board regarding people management and administrative processes to improve business results
- Ensures all documents, policies and procedures for the department are in the appropriate format and gone through the appropriate approval process
- Maintains the highest standards of staff communication with the team
- Keeps leadership updated on progression through strategic priorities
- 8-10 years of relevant experience of which minimum of 5 years of progressive leadership responsibility in a large healthcare organization
- N.A.
- Bachelor's degree or equivalent in Business Administration or any relevant field OR Diploma in relevant field with 3 years of additional experience
- Master's degree or equivalent in Business Administration or any relevant field
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