Manager - Customer Experience Excellence

Key Accountabilities:

1- Patient Experience and Engagement Services;

• Design and implement a consistent process with cross functional stakeholders including the providers at each of touching point affecting customer experience at POC.
• Report all patient experience outcome measures and validate them then share valid ones with assigned providers.
• Implement a process to obtain consistent and systematic feedback from patients during each touchpoint experience (Service Management Board).
• Lead on sessions with patients, caregivers and frontline staff at assigned POC to redesign their experiences (Experience-based Co-design toolkit).
• Align with front line employees to deliver excellent service supported by review.
• Develop processes that build health literacy and awareness of patient rights.

2- Service Failures Process at POC;

• Lead SMB (Service Management Board) form and process.
• Manage along with different stakeholders champions validation process of Service failures reported by front liners at POC.
• Analyze the root causes of Service failures with criticality indices and frequency.
• Drive SMB process by using a structured problem solving methodology and variety of tools to reduce the service failures at a certain level.
• Ensure elimination of Service Failures recurrence at POC and develop surveys to confirm implemented solutions are resolving the highlighted service failures.

3- Patient Satisfaction Surveys;

• Train and Supervise a team conducting customers’ satisfaction surveys review process of systematic collection and analysis.
• Ensure validity of surveys and report significant outcomes and reviews.
• Report initial survey findings to the Senior Manager-CEE for review and escalation to Leadership team and POC strategy.

4- Healthcare Provider Relationship Management;

• Arrange continuous meetings with assigned POC to share patients’ experience & outcome surveys.
• Demonstrate and Strengthen the healthcare provider partnership and management models.

5- Patient Hospital Experience/Service Benchmarking;

• Benchmark and evaluate the services offered by Bupa Arabia and main competitors for each patient touch point in the assigned POC providers.
• Prepare list of key persons and processes affecting the service delivery to Bupa members.

• Logical thinking, moderate Presentation and Analytical Skills.

 Experience Fields:

• Excellent communication skills
• Excellent computer and presentation skills
• Healthcare Quality & Service Mindset

Medicine or Pharmacy