Senior Officer - Patient Experience & Call Center

Role Overview

Senior Officer - Patient Experience & Call Center at Sheikh Khalifa Medical City Ajman (SKMCA).

Role Purpose

Support patient experience and call center operations by resolving patient concerns, managing feedback and complaints, and guiding the team to deliver excellent customer service.

Key Responsibilities

Patient Experience & Stakeholder Engagement

• Ensure a positive experience for patients, visitors, and stakeholders by addressing enquiries and resolving concerns.
• Handle complex or urgent concerns and escalate them when required.
• Maintain accurate records and protect patient confidentiality.

Feedback & Complaint Management

• Manage patient feedback and complaints, coordinating with hospital departments to ensure timely resolution.
• Coordinate with hospital departments to resolve complex or urgent patient concerns.

Team Leadership & Development

• Support and coach team members, including training and onboarding new staff.

Performance Monitoring & Reporting

• Monitor service KPIs, prepare reports, and identify opportunities for improvement.

Qualifications & Experience

• Bachelor's degree in a related discipline.
• Minimum 6 years of relevant experience, including supervisory experience in the functional area.

Skills & Competencies

• Good communication skills in Arabic and English, both written and spoken.
• Knowledge of Hospital Information Management systems, telephone systems, appointment scheduling, and hospital services.
• Strong problem-solving, teamwork, and organisational skills.
• Ability to prioritise tasks and work effectively in a fast-paced environment.
• Excellent MS Office skills preferred.