Senior Officer- Guest Experience-Guest Experience

Role Overview

Senior Officer – Guest Experience at Sheikh Shakhbout Medical City (SSMC). The role focuses on partnering with practice and operational teams to deliver in-the-moment service recovery, visitor assistance, and continuous feedback on patient and family experience for quality improvement.

Role Purpose

Deliver exceptional guest experience through direct assistance, service recovery coordination, and feedback gathering. Act as a resource for patients, families, and visitors requiring additional support beyond frontline teams, while maintaining detailed records on experience trends to drive organizational quality improvements.

Key Responsibilities

Service Recovery & Guest Assistance

• Partner with practice and operational teams on in-the-moment service recovery and assistance
• Assist patients whose concerns have not been resolved by their care team
• Support practice teams in controlling visitor flow and providing guidance during crisis situations
• Facilitate resolution of patient concerns by coordinating with appropriate multidisciplinary staff members
• Follow cases through to closure, arranging family meetings between practice and patients or families when needed

Guest Relations & Communication

• Promote a welcoming and friendly atmosphere to patients and visitors
• Greet patients, relatives, staff and visitors in a professional and courteous manner
• Communicate with patients and relatives in person with excellent standards of customer care
• Manage visitors by communicating visiting times, available amenities, and SSMC services
• Explain facility policies and procedures to patients, families and visitors

Feedback & Quality Improvement

• Gather and provide feedback to management on trends regarding patient and family experience for quality improvement purposes
• Maintain records of patient requests and concerns using the patient experience database system in an efficient manner
• Identify quality improvement opportunities through systematic feedback analysis

Complaint & Information Support

• Assist patients with information on how to submit a formal complaint
• Serve as a resource for information and enhancement to the experience of all SSMC visitors

Compliance & Documentation

• Maintain confidentiality of patient information in accordance with facility policy
• Ensure all written documents are clear and in the appropriate format
• Maintain the highest standards of patient care

Qualifications & Experience

Required Experience

• 2–4 years of relevant experience

Desired Experience

• Experience in a large healthcare facility

Required Education

• Bachelor's degree or equivalent in Business Administration or relevant field, OR Diploma in relevant field with 3 years of additional experience

Desired Education

• Master's Degree or equivalent in Business Administration or any other relevant field