Patient Experience Officer (Riyadh)

Join My Clinic , the leading multispecialty outpatient care provider in Saudi Arabia, where our mission to help people live longer, healthier, and happier lives drives everything we do. Since 2017, we've been at the forefront of healthcare, combining innovation with a deep commitment to care, collaboration, ambition, and responsibility. As we continue to grow and reach new heights, we're looking for passionate individuals who share our vision and values.

Primary Responsibilities

1. Submitting periodic progress reports on the strategic plans and operations of the Patient Experience Unit.
2. Handling all aspects of a patient’s experience, both concerning their treatment and their overall stay My Clinic’s facility.
3. Collaborating with cross-functional teams to map the patient journey from admission to discharge, identifying touchpoints for improvement. Implementing changes to streamline processes and reduce potential points of frustration.
4. Communicating with patients to determine their needs and identify a path toward treatment and progress.
5. Empathizing with patient concerns on their path toward recovery, helping them take steps to replace anxiety with peace of mind.
6. Resolving patient complaints and concerns, working with relevant departments to address issues promptly, implementing a structured feedback loop to capture patient insights and drive continuous improvement.
7. Corresponding with care providers (Physicians, Nurses, …etc.) to familiarize them with individual patient needs and preferences.
8. Implementing patient-focused programs in a healthcare environment.
9. Supervising training programs for healthcare staff to enhance their interpersonal skills, communication, and patient engagement abilities, providing ongoing education on best practices in patient-centered care.
10. Generating and delivering reports on patient progress, setbacks, and overall status.
11. Performing other professional duties as assigned.

Education / Professional Qualifications

1. Education Degree: Bachelor’s degree
2. . Years of Experience: Experience in customer service, contact center, call center or customer care position

Experts & Skills

1. Excellent Command of oral and written English & Arabic.
2. Proficient with Microsoft Office Suite or related software .
3. Excellent verbal and written communication skills to effectively interact with patients, their families, and healthcare staff.
4. Strong empathy and compassion to understand and address the emotional needs of patients and their families.
5. Proficiency in conflict resolution to address patient concerns and complaints in a fair and effective manner.
6. Excellent problem-solving skills and the ability to strategize and devise solutions.
7. Exceptional customer service skills.