Senior Officer – Guest Experience

About the role

The Senior Officer – Guest Experience partners with practice and operational teams to provide real‑time service recovery and assistance for patients and visitors at SSMC. This role acts as a resource for information, enhances the overall visitor experience, and continuously gathers feedback for quality improvement.

Key responsibilities

• Promote a welcoming and friendly atmosphere for patients, families, staff, and visitors.
• Greet and assist patients, relatives, and visitors in a professional, courteous manner.
• Support crisis situations by managing visitor flow and providing guidance and information.
• Communicate visiting times, available amenities, and SSMC services to visitors.
• Explain facility policies and procedures to patients, families, and visitors.
• Address patient concerns that cannot be resolved directly by the care team.
• Coordinate resolution of cases with multidisciplinary teams and follow through to closure, including arranging family meetings when needed.
• Maintain records of patient requests and concerns in the patient experience database for quality improvement.
• Provide information on formal complaint submission and ensure confidentiality of patient information.

Required profile

• 2–4 years of relevant experience, preferably in a large healthcare facility.
• Bachelor's degree or equivalent in Business Administration or a related field (or a diploma with 3 additional years of experience). A Master's degree is desirable.