Patient Experience Supervisor
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Key skills for this role
Role Overview
The Patient Experience Supervisor oversees and improves patient satisfaction through high-quality, compassionate care and effective service operations.
The role addresses patient and staff concerns, trains staff in customer service, and collaborates with departments to resolve daily issues.
Key Skills for This Role
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Job Purpose
The Patient Experience Supervisor oversees and improves patient satisfaction through high-quality, compassionate care and effective service operations.
The role addresses patient and staff concerns, trains staff in customer service, and collaborates with departments to resolve daily issues.
Key Responsibilities and Duties
- Motivate, inspire, guide, and supervise staff to ensure excellent performance.
- Prepare staff schedules and arrange duties based on operational needs.
- Process staff absences, leave requests, overtime, and other related forms.
- Ensure courteous assistance for patients and visitors.
- Provide guidance based on knowledge of the healthcare facility layout and services.
- Supervise daily shifts and conduct rounds to monitor workflow and customer care.
- Resolve patient complaints and support the team in addressing concerns.
- Support new team members through the induction program.
- Attend and support emergency Code White and Mercy responses.
- Manage phone, email, and social media inquiries and complaints.
- Monitor KPI compliance and prepare weekly or monthly patient experience reports.
- Ensure staff provide discharge support to patients when applicable.
Job Requirements
- 3–5 years of experience in a similar position in a healthcare setting.
- Bachelor’s degree in Healthcare Administration, Business Administration, Hospitality Management, or a related field.
- Fluency in written and spoken English and Arabic.
- Time management, organization, communication, presentation, analytical, and problem-solving skills.
- Computer skills, including MS Office.
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