Patient Experience Supervisor

Responsibilities

• Welcome & greet patients and direct them appropriately to the relevant departments giving clear instructions.

• Provide hospital information and answer patient queries.

• Complaints are handled in a structured, timely and professional manner which is fair, courteous and respectful of privacy, to identify problems and to continuously improve the department's services.

• Manage complaints register, ensuring key stakeholders are updated in order to do a root cause analysis and look at process improvements.

• Manage VIP patients accordingly.

• Ensure patients have an overall good patient experience.

• Liaison between departments when required.

• Manage the reception and waiting areas.

• Handles telephone enquiries and directs queries accordingly.

• Monitor employee scheduling of the department to ensure operational coverage.

• Provide support related to attendance, leave, overtime, staff allocations, uniform, dress code and personal hygiene.

• Maintain quality service by ensuring quality customer service standards, identifying trends & recommending process improvements.

• Support marketing events, being a point of contact for potential new patients.

• Supporting corporate patient experience initiatives.

• Working closely with the Quality Department and provide applicable data for KPIs.

• Assist the Medical Director with patient communication related to clinical complaints and ensure minutes of meetings are completed.

• Ensure Patient Experience Committee meetings are held, as per the complaints management policy.

• Strictly adheres to NMC’s regulations and policies especially those related to infection control, patient safety & JCI.

• Supports Continuous Quality Improvement and participates and contributes to all the quality assurance activities of the service.

• Exercises effective interpersonal skills in dealings with department staff, colleagues and management.

• Maintains patient & staff confidentiality.

• Orientate new joiners and sign of probation periods.

• Ensure professional conduct and discipline within the team is followed.

• Provide support in the recruitment and selection process of team members.

• Monitor employee scheduling of the department to ensure operational coverage.

• Provide support related to attendance, leave, overtime, staff allocations, uniform, dress code and personal hygiene.

• Support staff engagement initiatives.

• Continuously monitor and measure plans against quality indicators and department objectives, ensuring regular audits are in place, analyse the data and give relevant feedback.

• Complete yearly appraisals and coach & developing the team.

• Maintain quality service by ensuring quality customer service standards, identifying trends & recommending process improvements.

• Complaint management & process improvements linked to overall patient experience.

• Participates in Hospital training programs.

• To create and continuously maintain an enabling environment where people can develop and grow.

• To ensure that performance management contracts are in place for the team.

• Conduct and document bi-annual performance conversations .

• Identify high potential talent and ensure that development plans are facilitated in cooperation with Human Resources.

• Ensure that a training plan is developed and monitored to ensure continuous sharing of knowledge and skill.

• Monitor the quality of onboarding for new employees; new employees are orientated and probation periods are signed off.

• Maintain professional conduct and discipline within the team.

• Work closely with the recruitment team to recruit and select competent employees .