The Patient Experience Officer will be responsible for designing, implementing, and monitoring strategies to ensure exceptional patient-centered care. This role focuses on enhancing the patient journey from first contact to post-service follow-up, ensuring all interactions meet the highest standards of service, empathy, and efficiency. The position requires cross-department collaboration to address patient feedback, improve processes, and uphold the organization’s service excellence standards.
Key Duties & Job Responsibilities
Develop and implement patient experience policies, standards, and service protocols across all touch points (reception, clinical areas, labs, online platforms, etc.).
Map and continuously refine the patient journey to identify pain points and improvement opportunities.
Monitor service delivery against patient experience KPIs and report trends to management.
Introduce and maintain initiatives such as patient feedback systems, loyalty programs, and service recovery protocols
