Manager, Patient Experience

About the role

Healthpoint is seeking a Manager, Patient Experience to lead the design and execution of initiatives that enhance the patient journey across its multi‑specialty hospital in Abu Dhabi. The role ensures a consistent, high‑quality experience at every touchpoint, aligning with corporate standards and driving continuous improvement.

Key responsibilities

• Develop and implement patient experience strategies, programs, and initiatives that support organizational goals.
• Lead measurement programs, including surveys, feedback systems, and performance dashboards.
• Manage patient complaints and grievances, ensuring timely resolution and appropriate service recovery.
• Conduct patient rounding to identify improvement opportunities in real time.
• Analyze feedback data, perform root‑cause analysis, and implement corrective actions.
• Collaborate with clinical and operational teams to foster a culture of patient‑ and family‑centered care.
• Monitor service improvement projects for compliance with standards and policies.
• Support cross‑functional projects aimed at boosting overall patient satisfaction.

Required profile

• Bachelor’s degree in a relevant field; Master’s degree or clinical background preferred.
• Minimum 6 years of operational experience, preferably in healthcare or service‑focused environments.
• Proven ability to lead strategic initiatives and manage complex projects.

Required skills

• Patient experience strategy development
• Survey design and administration
• Data analysis and performance reporting
• Complaint handling and service recovery
• Stakeholder collaboration and communication