Patient Experience Supervisor – Inpatient

About the role

Reem Hospital is seeking an experienced Patient Experience Supervisor to lead the inpatient experience function. The role focuses on driving patient satisfaction, handling service recovery, and coordinating with multiple hospital departments to ensure a seamless, patient‑centred journey.

Key responsibilities

• Oversee day‑to‑day inpatient patient experience program across wards, monitor satisfaction metrics and implement service recovery initiatives.
• Conduct regular patient rounds, gather feedback, and resolve complaints promptly.
• Coordinate with nursing, medical, operations, hospitality, housekeeping and ancillary teams to address patient needs.
• Manage VIP inpatient admissions, stays and discharges, ensuring privacy and personalized service.
• Plan and execute inpatient engagement activities, awareness events and celebrations.
• Supervise Patient Experience Advocates, coach on complaint handling and prepare performance reports.

Required profile

• Bachelor’s degree in Healthcare Management, Business Administration, Hospitality, Nursing or related field.
• Minimum 5 years of experience in patient experience, patient relations or healthcare operations, with at least 2 years in a supervisory role.
• Proven track record handling inpatient complaints, service recovery and VIP patient management.
• Fluency in Arabic and English.

Required skills

• Strong interpersonal and communication abilities.
• Conflict resolution and complaint management expertise.
• Ability to build relationships with patients, families, clinicians and leadership.
• Organizational and coordination skills, with proficiency in reporting and data analysis.