Job Description

We are seeking a dedicated and service-oriented Patient Experience Supervisor – OP to oversee outpatient patient experience and complaints management. This role ensures high-quality service delivery and serves as the key point of contact for patients, staff, and stakeholders.

✅ Key Responsibilities

• Manage daily outpatient and call center operations
• Ensure a seamless patient journey (registration, insurance, appointments, billing)
• Perform HIMS registration and coordinate with RCM for insurance approvals
• Maintain accurate patient records and compliance standards
• Coordinate scheduling, admissions, transfers, and patient services
• Monitor KPIs (LOS, Bed Management, JAWDA) and prepare reports
• Handle complaints, escalate issues, and drive service improvements
• Oversee VIP patient coordination and ensure premium service experience

👥 Leadership & Team Management

• Supervise staff performance and service quality
• Provide coaching, feedback, and performance support
• Manage staff scheduling and ensure proper coverage
• Promote a culture of excellence and patient-centric care

🎓 Education & Qualifications

• Bachelor’s Degree in Business, Healthcare, or related field
• Minimum 2+ years of relevant experience in patient experience or healthcare operations
• Experience in patient relations / service excellence required
• Mandatory: TrackCare system experience