Patient Experience Supervisor

About the role

The Patient Experience Supervisor will lead a team dedicated to delivering compassionate, high‑quality care. This role ensures that every patient and visitor receives courteous assistance and a positive experience throughout their journey within the facility.

Key responsibilities

• Motivate, inspire and guide staff to achieve excellence in performance.
• Prepare staff schedules and allocate duties based on operational needs.
• Process staff‑related forms such as absences, leave requests and overtime.
• Ensure all staff assist patients and visitors in a cheerful and courteous manner.
• Maintain in‑depth knowledge of the facility layout and services to provide guidance.
• Supervise daily shifts, conduct rounds and monitor workflow compliance.
• Resolve patient complaints promptly and support the team in improving satisfaction.
• Assist new team members through induction and training.
• Participate in emergency codes White and Mercy.
• Recognize and celebrate team and individual achievements.
• Manage phone and email inquiries, ensuring timely responses.
• Monitor compliance with KPIs and prepare weekly/monthly reports.
• Handle social‑media complaints and ensure effective resolution.
• Support discharge processes when applicable.

Required profile

• 3‑5 years of experience in a similar role within 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.

Required skills

• MS Office