Patient Experience Manager

NMC Healthcare is one of the largest private healthcare networks in the United Arab Emirates. Since 1975, it has provided high quality, personalised, and compassionate care to its patients and is proud to have earned the trust of millions of people in the UAE and around the world.

NMC’s network is made up of 85 medical facilities, including JCI-accredited multi-specialty hospitals, medical centres, community clinics, day surgery centres, fertility clinics, home health services, and long-term care facilities. It employs over 12,000 people and serves over 5.5 million patients every year.

Job Summary:

The Patient Experience and Support Services Manager is responsible for developing and executing the facility’s patient experience strategy in alignment with the group’s clinical and operational vision. This role ensures excellence in service delivery across all patient touchpoints, both clinical and non-clinical, by fostering a culture of empathy, responsiveness, and continuous improvement.

The incumbent oversees patient experience programs, complaint management, and service recovery processes, while analyzing patient feedback to drive measurable improvements in satisfaction and quality of care. In collaboration with department heads, the role ensures that all patient journeys are seamless, efficient, and patient-centered.

Responsibilities:

• Develop and implement the patient experience strategy in alignment with the group’s clinical and operational vision.
• Oversee patient experience programs across the facility and clinics (where applicable), ensuring consistency and excellence in service delivery.
• Analyse patient satisfaction data, feedback, and complaints to identify improvement opportunities.
• Collaborate with the Front Office Team members to ensure complaints are closed within the timeline set and that the complaint tracker is updated and followed up.
• Provide guidance and training on managing and documenting complaints.
• Lead initiatives to improve patient communication, empathy, responsiveness, and overall service quality.
• Implement and manage tools such as patient satisfaction surveys, focus groups, and real-time feedback systems.
• Drive service recovery efforts and resolution of complex patient grievances.
• Collaborate with department heads to improve care coordination and patient journey mapping.
• Conduct regular training and development programs to install a patient-centred culture.
• Monitor compliance with UAE healthcare regulations and accreditation standards related to patient rights and satisfaction (e.g., DOH, DHA, JCI).
• Prepare and present regular reports on patient experience trends, initiatives, and outcomes to executive leadership.
• Foster collaboration across departments to improve both clinical and non-clinical touchpoints in the patient journey.
• Develop and implement service excellence initiatives.
• Conduct facility rounds and highlights observations which negatively impact the patient’s experience.
• Lead cross-functional projects to streamline patient flow and reduce wait times.
• Overlooking the complaint management team member and coordinate with the Front Office Manager to ensure timely closure, follow up and proper documentation.
• Ensure that patient interviews being conducted and document the findings for future improvements.
• Overlook the support service team members or outsourced team members working in Housekeeping, Valet Parking, Food & Beverage, Laundry, Attenders and Security; where applicable.
• Oversight and monitoring of service contracts (F&B, cleaning, laundry, valet, security, waste).
• Supervise daily operations of all support service departments.
• Develop and implement operational policies and procedures.
• Ensure services comply with healthcare regulations, infection control standards, and accreditation requirements (e.g., Joint Commission, OSHA).
• Conduct regular audits and inspections (e.g., cleanliness, food safety, maintenance).
• Address non-compliance and implement corrective actions.
• Collaborate with nursing and clinical teams to respond to service-related patient needs (e.g., room readiness, food delivery).
• Monitor spending and look for cost-saving opportunities without compromising service quality.
• Coordinate emergency preparedness and disaster response planning related to support operations.
• Report regularly on key performance indicators (KPIs) related to patient experience and support services.
• Engage with facilities team members and create awareness of the Patient Experience Program and its goals

Education and Certification:

• Bachelor’s degree in Healthcare Administration, Nursing, Communications, or a related field.
• Master’s degree in Healthcare Management, Public Health, or Business Administration is strongly preferred.
• Certification in Patient Experience, Service Excellence, or Six Sigma (e.g., CPXP, Lean) is desirable.