Senior Officer - Patient Experience And Call Center

We are seeking a service-focused professional to support patient experience and Call Center operations, resolve patient concerns, and guide the team in delivering excellent customer service.

Responsibilities

• Ensure a positive experience for patients, visitors, and stakeholders by addressing enquiries and resolving concerns.
• Manage patient feedback and complaints, coordinating with hospital departments to ensure timely resolution.
• Handle complex or urgent concerns and escalate them when required.
• Support and coach team members, including training and onboarding new staff.
• Monitor service KPIs, prepare reports, and identify opportunities for improvement.
• Coordinate with hospital departments to resolve complex or urgent patient concerns.
• Maintain accurate records and protect patient confidentiality.

Qualifications

• Bachelors Degree in a related discipline.
• Minimum 6 years of relevant experience, including supervisory experience in the functional area.
• 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.