Communication & Programs Senior Specialist
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Key skills for this role
About the Role
Dallah Health seeks a Communication & Programs Senior Specialist to lead patient experience initiatives, manage internal and external communications, and analyze patient feedback. The role requires expertise in drafting empathetic messaging, developing SOPs, and designing patient-centered programs.
Key Skills for This Role
Responsibilities
- Act as communication subject matter expert during service failures, drafting empathetic messaging for patients and families.
- Develop and maintain SOPs and pre approved communication templates for frontline staff.
- Audit all patient communication touchpoints to ensure consistency and empathy.
- Design and launch patient experience programs such as PFAC and Patient Ambassador programs.
- Create patient facing materials including brochures, digital signage, and discharge instructions.
- Analyze patient satisfaction data and translate into insights for healthcare leaders.
Requirements
- Experience in patient experience or healthcare communications
- Strong writing and editing skills
- Ability to analyze quantitative and qualitative data
Full Job Posting
Roles and Responsibilities
- Act as the communication subject matter expert during severe service failures or patient grievances, drafting empathetic, real time messaging for affected patients and families.
- Develop and maintain a repository of standard operating procedures (SOPs) and pre approved communication templates for frontline staff to use during common service breakdowns.
Communication Audit
- Continuously review, map, and audit all physical and digital patient communication touchpoints to ensure consistent tone, clarity, and empathy.
- Own the functional requirements for digital patient communication tools, such as the patient portal interface text, automated WhatsApp/SMS journeys, and interactive wayfinding kiosks.
- Personally draft, edit, and oversee the graphic production of all specialized PX collateral, including 'Rights & Responsibilities' posters, patient welcome packets, and educational videos.
- Design and execute functional campaigns for internal staff to keep patient centered care at the forefront of employee culture.
Strategic Program Management & Implementation
- Design & Launch PX Initiatives: Develop, implement, and oversee patient experience programs (e.g., PFAC, Patient Ambassador programs, Service Recovery initiatives, and healthcare awareness events).
- Cross Functional Collaboration: Partner with Clinical, Nursing, Quality, and Operational leaders to embed patient centered workflows and communication standards.
- Project Management: Manage timelines, budgets, and resource allocation for ongoing patient experience projects and cultural transformation campaigns.
Internal & External Communication Strategy
- Internal Culture Building: Draft and deploy internal communication campaigns that highlight PX best practices, share patient stories, and celebrate staff.
- Patient Facing Content: Create and review clear, empathetic, and culturally sensitive patient facing materials.
- Digital Engagement: Collaborate with Corporate Communications/Marketing team to manage patient facing digital content and post discharge text campaigns.
Patient Feedback Analysis & Action Planning
- Data Driven Storytelling: Analyze quantitative and qualitative data from patient satisfaction surveys, complaints, and focus groups.
- Program Evaluation: Establish KPIs to measure effectiveness of communication campaigns and patient programs.
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