Patient Experience Officer

About the role

The Patient Experience Officer ensures that patients and their families receive compassionate, high-quality and seamless care throughout their hospital journey. Acting as the first point of contact for concerns, feedback and inquiries, the officer works closely with clinical and non-clinical teams to resolve issues, improve satisfaction and promote service excellence.

Key responsibilities

• Welcome and assist patients and families, guide them on services, policies and procedures, and act as a liaison between patients and healthcare teams.
• Collect, document and analyse patient feedback through surveys, interviews and direct communication, escalate concerns and maintain a complaint register followed up to closure.
• Monitor waiting times, service delays and communication gaps, take corrective action, promote patient-centred practices and run satisfaction surveys reported to leadership.
• Collaborate with clinical, nursing and administrative teams, help train staff on patient experience standards, and support quality improvement projects.
• Prepare regular reports on satisfaction trends, complaints and resolutions, enter data accurately in patient experience systems, and share insights to support policy and service improvements.

Required profile

• Bachelor's degree in Healthcare Administration, Nursing, Social Work or a related field.
• Minimum 2-3 years' experience in patient relations, customer service or a healthcare setting.
• Strong interpersonal, communication and conflict resolution skills, empathy, patience and ability to work under pressure.
• Fluency in English is essential; Arabic is highly desirable.

Required skills

• Proficiency in Microsoft Office.
• Proficiency in hospital information systems.