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Patient Experience Coordinator - 1009

Riyadh, Saudi Arabia Posted 2023/05/19 12:18:19 Ref: JB1100034575

Job Description

Job Summary

The Patient Experience Coordinator is responsible to drive and foster a culture of service excellence while standardizing, monitoring, measuring and improving the patient experience throughout the organization.

Major Duties and Responsibilities



  • Ensures through his actions, either directly or indirectly, that a superior quality of patient journey, compassion and understanding is given to every customer served at the NMC Hospitals and Clinics. Initiates patient rounds and prioritizes focused revisits to improve the patient experience.



  • Oversees service recovery initiatives; coordinates with all hospital departments to identify and resolve service related issues.



Function as primary observers for process mapping and shadowing of patients, processes and systems.



  • Serves as the recipient of patient and family suggestion/complaints by various methods, and coordinates the investigation and resolution process until closure.



Consults with leaders in the development of strategies to improve patient satisfaction; identifies best practices and opportunities for improvement and works collaboratively with leaders and staff.

Assess programs for potential improvements; considers and incorporates the needs of culturally diverse populations.

Assist with tracking and trending patient and visitor service concerns. Identifies systems and process-related problems using patient and visitor feedback. Works collaboratively with physicians, leadership and staff to resolve.



  • Conducts basic variance analysis of patient experience outcomes. Analyzes patient satisfaction survey data, complaints and grievances and collaborates with leadership and staff on regular basis to ensure optimal patient experience.



Ensures patient communication and explanation of services is provided in a way that can be easily understood by patients and their families.



  • Maintains confidentiality and protects sensitive data at all times.



Adheres to organizational and department specific safety standards and guidelines

Works collaboratively and supports efforts of team members.

Demonstrates exceptional customer service and interacts effectively with physicians, patients, residents, visitors, staff and the broader health care community. Assists with projects and initiatives.



  • Serves as the Patient Advocate.



Completes other assigned tasks and responsibilities as needed.

Report to:



  • Director/Head of the department




        Administrative, Clinical, Non Clinical and Clerical staff as assigned


All Clinical, Non-clinical, Administrative & Support Services Staff and any external representatives as assigned.


A minimum of:




  • Bachelor's degree any stream preferable in healthcare management.






  • Two year experience similar to the job preferable in large scale health care organization.



Skills & Competencies



  • Excellent communication and interpersonal skills.



Self-motivated with awareness of current trends In the field of PX.



  • Group facilitation skills.



Teaching and coaching skills.

Basic knowledge of patient experience outsources data system as well as general analysis tools and concepts (validity, reliability, etc.).

Working knowledge of Service Excellence literature and best practices.

Proficiency in English.





Job Details

Job Location Riyadh, Saudi Arabia
Job Role Administration
Employment Type Employee
Number of Vacancies 1

Preferred Candidate

Career Level Mid Career
Residence Location Riyadh, Saudi Arabia
Nationality Saudi Arabia

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