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 journey with the hospital. 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 and promote a culture of service excellence.

Key responsibilities

• Welcome and assist patients and families, providing guidance on services, policies, and procedures while acting as a liaison with healthcare teams.
• Collect, document, and analyse patient feedback through surveys and direct communication; manage a complaint register and ensure timely resolution.
• Monitor patient waiting times, service delays, and communication gaps, taking corrective actions to improve the overall experience.
• Collaborate with nursing, clinical, and administrative teams to address patient needs and support quality‑improvement projects.
• Prepare regular reports on patient satisfaction trends, complaints, and resolution status, sharing insights with leadership.

Required profile

• Bachelor’s degree in Healthcare Administration, Nursing, Social Work, or a related field.
• Minimum 2–3 years of experience in patient relations, customer service, or a healthcare setting.
• Fluency in English; Arabic proficiency is highly desirable.

Required skills

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