Patient Experience Director-Patient Experience Management

JOB DESCRIPTION

Responsible for managing appropriate departmental strategy, goals, objectives, systems, programs and priorities. Planning, directing, organizing and coordinating the overall activities and functions of the patient experience department/section. Oversees the administration of the department, including performance evaluations, personnel-related issues and hiring and directing key program staff. This responsibility requires achieving and maintaining professional standards within the department, ensuring the efficiency and quality of services provided and proper delegation and supervision of daily departmental/sectional tasks and duties.

RESPONSIBILITIES

• Manages appropriate departmental goals, objectives, systems, programs and priorities
• Creates department plans, annual budget and performance measurement metrics with fact- based methodology and appropriate benchmarking
• Oversees the administration of the department, including performance evaluations, personnel- related issues and hiring and directing key program staff
• Develops and maintains transparent policies and practices within the department
• Provides leadership, guidance and support to the team in a manner that promotes collaboration, open communication, creative problem-solving and professional development
• Monitors and keeps expenditure within budget
• Ensures facility achievers key performance targets; in particular targets associated with length of stay and patient satisfaction
• Ensures the timely production of required reports to include departmental performance and productivity statistics
• Receives reports from Managers to ensure all patients’ needs are being met according to the facility regulations
• Builds and maintains good relationships with all facility departments/sections to ensure patient satisfaction
• Provides consultative services to the facility's leadership and employees on all related matters, including involvement in the actual working of the department for monitoring the customer service levels
• Identifies and develops projects and programs that would benefit the facility
• Reviews regular facility survey result trends and ensures results are communicated and incorporated into process improvement initiatives
• Participates on committees to monitor and review activities and systems to improve service delivery
• Supports clinical and non-clinical teams by coaching and facilitating discussions to encourage creative thinking, identifying options and developing new ways of delivering services
• Develops and assists in strategic advice to the board regarding people management and administrative processes to improve business results
  
  
  

Accountabilities

• Ensures all documents, policies and procedures for the department are in the appropriate format and gone through the appropriate approval process
• Maintains the highest standards of staff communication with the team
• Keeps leadership updated on progression through strategic priorities
  
  
  

QUALIFICATIONS

Experience :-

Required:

• 8-10 years of relevant experience of which minimum of 5 years of progressive leadership responsibility in a large healthcare organization
  
  
  

Desired:

• N.A.
  
  
  

Educational Qualification: Required:

• Bachelor's degree or equivalent in Business Administration or any relevant field OR Diploma in relevant field with 3 years of additional experience
  
  
  

Desired:

• Master's degree or equivalent in Business Administration or any relevant field
  
  
  

ABOUT US

At SSMC, we firmly believe that the human touch is a fundamental part of care. We understand that health care is both an art and a science, running deeper than simply diagnosing and treating those who rely on us. Our SSMC Model of Care puts our patients at the forefront of our purpose and at the heart of everything we do, ensuring that the needs of our patients come first. Every one of our patients receives individualized attention from a multidisciplinary team of experts who collaborate closely to deliver trusted and compassionate care. From the very first point of contact with SSMC, to the moment patients are back home, we ensure speciality-specific care at every stage and in every interaction. As one of the largest tertiary hospitals in the UAE, SSMC provides access to specialist medical treatments and advanced diagnostics, with a commitment to becoming a Destination Medical Center in the UAE and wider region.

ABOUT THE TEAM

About Sheikh Shakhbout Medical City (SSMC)

SSMC is the largest tertiary hospital in the UAE and serves to elevate the provision of health care services in the nation under the mandate of the Abu Dhabi Economic Vision 2030.

Supported by the latest diagnostic and treatment modalities available, SSMC offers care in 44 specialties. A team of locally and internationally trained medical, clinical and admin professionals work seamlessly together, which promotes comprehensive interdisciplinary learning, allowing SSMC to become a leading hub for integrated patient-centric medical services in the region.

As the region’s leading tertiary facility, SSMC has 742 patient beds, 18 operating theatres, and includes a hybrid operating room, 26-bed neonatal intensive care unit, and the UAE’s largest pathology lab.