Patient Experience Officer

About the role

The Patient Experience Officer will lead initiatives that enhance every aspect of a patient’s journey at My Clinic, from admission through discharge. This role works closely with clinical and administrative teams to ensure a compassionate, efficient, and patient‑centred environment.

Key responsibilities

• Submit periodic progress reports on the strategic plans and operations of the Patient Experience Unit.
• Handle all facets of a patient’s experience, including treatment interactions and overall stay.
• Collaborate with cross‑functional teams to map the patient journey, identify improvement touchpoints, and implement process enhancements.
• Communicate with patients to assess needs, address concerns, and guide them toward recovery.
• Resolve patient complaints promptly, coordinating with relevant departments and establishing a feedback loop for continuous improvement.
• Liaise with physicians, nurses, and other care providers to share individual patient preferences.
• Develop and launch patient‑focused programs within the healthcare setting.
• Supervise training programs that boost staff interpersonal and communication skills.
• Generate and deliver reports on patient progress, setbacks, and overall status.
• Perform other professional duties as assigned.

Required profile

• Bachelor’s degree.
• Experience in customer service, contact centre, call centre, or similar customer‑care roles.

Required skills