Manager, Patient Experience (Emirati talent)

About the role

The Manager, Patient Experience will design, implement and manage strategic initiatives that enhance the overall patient journey at Healthpoint, a multi‑specialty hospital in Abu Dhabi. Reporting to senior leadership, the role ensures a consistent, high‑quality experience at every touchpoint while aligning with corporate standards and goals.

Key responsibilities

• Design and implement patient experience strategies, programs, and initiatives aligned with organizational goals.
• Lead patient experience measurement programs, including surveys, feedback systems, and performance dashboards.
• Manage and resolve patient complaints and grievances, ensuring timely closure and appropriate service recovery.
• Conduct patient rounding to proactively identify opportunities for improvement.
• Analyze patient feedback and experience data to identify trends, perform root‑cause analysis, and implement corrective actions.
• Collaborate with clinical and operational teams to promote a culture of patient‑ and family‑centered care.
• Develop and monitor service improvement initiatives, ensuring compliance with standards and policies.
• Lead and support cross‑functional projects aimed at enhancing overall patient satisfaction.

Required profile

• Bachelor's degree in a relevant field (Master's degree preferred).
• Minimum 72 months (6 years) of experience in patient experience, healthcare quality, or related areas.
• Proven ability to lead cross‑functional initiatives and drive continuous improvement.
• Strong analytical, problem‑solving and communication abilities.

Required skills

• Microsoft Office Applications