Patient Experience Officer

About the role

The Patient Experience Officer supports Healthpoint Hospital’s patient feedback process, capturing, analysing and reporting on complaints, comments, suggestions and compliments. The role ensures timely response to clinical complaints and drives service recovery to enhance patient satisfaction.

Key responsibilities

• Act as primary contact for patient feedback, concerns and service‑recovery initiatives.
• Investigate complaints and compliments, ensure proper follow‑up and documentation.
• Collaborate with clinical and non‑clinical teams to improve overall patient experience.
• Monitor satisfaction trends and contribute to continuous‑improvement projects.
• Ensure compliance with organisational policies, patient rights and healthcare standards.

Required profile

• Bachelor’s degree in Healthcare Administration, Business Administration, Hospitality Management, Communications or related field.
• Experience in patient experience, customer service, guest relations or healthcare administration.
• Strong interpersonal, communication, problem‑solving and conflict‑resolution abilities.
• Professional handling of sensitive information with confidentiality.

Required skills

• Proficiency in Microsoft Office.
• Familiarity with healthcare information systems (advantageous).