Job Description

Key responsibilities:

• Serves as a resource for health care team members in order to support patient experience initiatives.
• Analyzes and utilizes patient experience quantitative and qualitative feedback and metrics from a variety of sources (patient surveys/comments, focus groups, advisory councils, complaint information, direct observation, manager/staff perspectives) to formulate recommendations for improving metrics and improving the patient experience.
• Demonstrates a theoretical foundation in the principles and practices of patient and customer experience to provide educational and coaching opportunities for staff and providers.
• Maintains knowledge of patient experience and best practices in the field of patient experience and patient feedback/input in order to effectively improve the experience of care for our patients.
• Observes interactions between staff, providers and patients in a variety of clinical and non-clinical settings and coaches to improve patient-centered and team communication
• Applies evidence-based adult learning principles in development and delivery of educational programs to improve learning outcomes.
• Communicates with patients (including those who may be demanding or escalated) who have concerns, complaints, grievances, or general feedback about their care experience to facilitate resolution.
• Utilizes a high degree of judgement, prioritization, problem-solving and decision-making to complete a comprehensive review of patient concerns, including activating appropriate level of Service Recovery processes and procedures to increase patient satisfaction.
• Rounds on patients to understand their health care experience.

Job Requirements:

• Bachelor’s degree in Nursing
• Previous experience in patient support programs, ideally in Iron IV therapy
• Strong communication, problem-solving, and empathy skills
• Ability to travel within the UAE
• Fluent in English; Arabic is advantageous

Key Competencies:

• Patient-Centered Communication
• Empathy & Compassion
• Clinical Knowledge & Healthcare Literacy
• Communication & Interpersonal Skills
• Adaptability & Problem Solving
• Coordination & Follow-Up Skills
• Data Handling & Reporting
• Adaptability & Cultural Sensitivity