Manager, Patient Experience (Emirati talent)

Healthpoint is a multi-specialty hospital offering a wide range of primary and specialty care services. Based in Abu Dhabi, it serves patients from the UAE and around the world. Committed to elevating patient care to the highest standards, Healthpoint has been recognized by numerous renowned international awarding and accrediting bodies.

The Manager, Patient Experience is responsible for designing, implementing, and managing strategic initiatives that enhance the overall patient journey and experience across the organization. The role focuses on ensuring a consistent, high-quality patient experience at every touchpoint, while aligning with organizational goals and M42 standards. This position also oversees patient feedback mechanisms, survey programs, and service improvement initiatives, working closely with internal departments to drive continuous improvement and optimize patient satisfaction outcomes.

Responsibilities

Design and implement patient experience strategies, programs, and initiatives aligned with organizational and corporate goals.
Lead patient experience measurement programs, including surveys, feedback systems, and performance dashboards.
Manage and resolve patient complaints and grievances, ensuring timely closure and appropriate service recovery.
Conduct patient rounding and proactively identify opportunities to improve the patient journey and service delivery.
Analyze patient feedback and experience data to identify trends, drive root cause analysis, and implement corrective actions.
Collaborate with clinical and operational teams to promote a culture of patient- and family-centered care.
Develop and monitor service improvement initiatives, ensuring compliance with patient experience standards and organizational policies.
Lead and support cross-functional projects and initiatives to enhance overall patient satisfaction and experience.

Qualifications

Bachelor’s degree in a relevant field (Master’s degree or clinical background preferred)
Minimum 6 years of operational experience, preferably within healthcare or service-focused environments
Strong leadership and stakeholder management skills
Excellent communication and presentation skills
Ability to design and deliver training and educational programs
Proficiency in Microsoft Office applications
Fluency in written and spoken English