Patient Experience Supervisor (Inpatient)

At Reem Hospital, we are committed to delivering an exceptional patient journey through compassion, service excellence, and patient-centered care. We are seeking an experienced and proactive Patient Experience Supervisor to lead our inpatient experience function, ensuring the highest standards of patient satisfaction, service recovery, and engagement throughout the patient journey.

Key Responsibilities

Patient Experience & Satisfaction

• Oversee the day-to-day inpatient patient experience program across hospital wards and clinical areas.
• Monitor, analyze, and improve patient satisfaction outcomes through proactive engagement and service recovery initiatives.
• Conduct regular patient rounds to identify concerns, gather feedback, and ensure a positive patient experience.
• Track, investigate, and resolve patient complaints, concerns, and service-related issues in a timely and professional manner.
• Follow up on patient feedback and complaints to ensure effective resolution and closure.

Inpatient Services Coordination

• Coordinate with nursing, medical, operations, hospitality, housekeeping, and ancillary departments to address patient needs and improve service delivery.
• Act as a key liaison between patients, families, and hospital departments to facilitate seamless care experiences.
• Ensure appropriate coverage of inpatient units by the Patient Experience team and manage daily workflow priorities.

VIP Patient Management

• Coordinate and oversee VIP inpatient admissions, stays, and discharge experiences.
• Ensure VIP patients receive personalized service and support while maintaining the highest standards of privacy and professionalism.

Events & Engagement Activities

• Plan and coordinate inpatient engagement activities, awareness initiatives, celebrations, and patient-focused events.
• Work closely with internal stakeholders to enhance patient well-being and overall hospital experience.

Team Leadership

• Supervise and support Patient Experience Advocates.
• Implement service excellence standards and ensure adherence to patient experience policies and procedures.
• Coach team members on complaint handling, communication, and service recovery best practices.
• Prepare reports, dashboards, and recommendations related to patient experience performance indicators.

Requirements

• Essential Qualifications & Experience
• Bachelor's Degree in Healthcare Management, Business Administration, Hospitality, Nursing, or a related field.
• Minimum 5 years of experience in patient experience, patient relations, customer service, hospitality, or healthcare operations.
• Minimum 2 years of supervisory or team leadership experience.
• Strong experience handling inpatient complaints, service recovery, and patient satisfaction initiatives within a hospital setting.
• Experience working directly with inpatient wards and coordinating with multidisciplinary hospital teams.
• Experience managing VIP patients and high-profile service situations is highly desirable.

Skills & Competencies

• Excellent interpersonal and communication skills.
• Strong conflict resolution and complaint management capabilities.
• Ability to build relationships with patients, families, physicians, nurses, and hospital leadership.
• Strong organizational and coordination skills.
• Proficiency in preparing reports and analyzing patient feedback trends.
• Service-oriented mindset with a passion for delivering exceptional patient care experiences.
• Language Requirements
• Fluency in Arabic and English is mandatory.