Officer, Patient and Family Experience

About the Organization

M42 offers a wide range of healthcare services covering primary care through to advanced specialty treatments, utilizing the latest health technologies and precision medicine to guarantee effective, efficient, and patient-focused outcomes. With operations spanning over 480 facilities across 27 countries and a workforce exceeding 20,000 professionals, M42 is dedicated to transforming healthcare globally.

Amana Healthcare, a part of the M42 network, is a foremost provider of long-term and rehabilitation care in the Middle East and GCC regions. It specializes in long-term care, post-acute rehabilitation, transitional, and home health services, committed to delivering personalized, high-quality care for patients requiring complex or extended recovery.

Role Overview

The Patient Experience Officer is entrusted with elevating the patient journey by ensuring exceptional customer service, promptly addressing patient grievances and feedback, and supporting strategies that enhance patient satisfaction and involvement. This role functions as the intermediary between patients, their families, and healthcare providers to foster a positive and compassionate healthcare experience.

Core Responsibilities

• Handle patient feedback, concerns, and complaints with professionalism and efficiency.
• Perform patient rounds to collect immediate insights to enhance service quality.
• Work collaboratively with clinical and non-clinical teams to improve the patient experience.
• Assist in patient satisfaction efforts and quality improvement initiatives.
• Champion patient needs and ensure their issues are addressed adequately.
• Track patient experience data and formulate reports to drive ongoing enhancements.

Requirements

• A Bachelor's degree in Healthcare Administration, Business Administration, Nursing, Public Health, or related disciplines.
• At least 2 years of relevant experience in patient relations, customer service, or healthcare sectors.
• Strong communication, interpersonal, and problem-solving abilities.
• Dedicated to delivering patient-centered service excellence.
• Prior experience in hospital or healthcare environments is advantageous.