Patient Experience Officer at Alpha Mead Group

Job Summary

• The Patient Experience Officer is responsible for ensuring that patients and their families receive high-quality, compassionate, and efficient care. 
• This role focuses on improving patient satisfaction, addressing complaints, and enhancing overall healthcare service delivery.

Key Responsibilities
Patient Engagement & Communication:

• Act as the first point of contact for patient concerns, feedback, and inquiries.
• Educate patients and families on hospital policies, procedures, and available support services.
• Conduct regular patient rounds to gather feedback and address concerns in real time.

Service Quality Improvement:

• Monitor and evaluate patient experience metrics and recommend improvements.
• Collaborate with medical and administrative teams to enhance service delivery.
• Implement and oversee patient satisfaction surveys, analyze results, and develop action plans.

Complaint Resolution & Conflict Management:

• Handle patient grievances professionally and ensure timely resolution.
• Escalate unresolved issues to the appropriate department and follow up until resolution.
• Maintain accurate records of complaints, resolutions, and service improvements.

Training & Staff Support:

• Work closely with medical teams to promote empathy and effective communication.
• Assist in developing patient experience policies and best practices.

Coordination & Reporting:

• Prepare reports on patient satisfaction and service quality for management review.
• Coordinate with various departments to ensure a seamless patient journey.
• Stay updated with industry best practices and recommend innovative strategies to improve patient care.

Qualifications

• Bachelor’s degree in Healthcare Management, Business Administration, Nursing, or a related field.
• Minimum of 2 years of experience in healthcare, patient relations, or customer service.
• Strong interpersonal and communication skills.
• Problem-solving and conflict-resolution abilities.
• Knowledge of hospital operations and patient rights.
• Ability to work in a fast-paced, emotionally sensitive environment.

Preferred Skills:

• Experience in handling patient complaints and feedback management.
• Familiarity with hospital accreditation standards and regulatory requirements.
• Proficiency in data analysis and reporting tools.

Work Environment:

• Primarily hospital-based with interactions across multiple departments.
• Requires working in shifts, including weekends and holidays, as needed.