Reporting To:

Chief Operating Officer

Position Summary:

The Patient Experience Manager oversees and leads patient access operations to ensure seamless, efficient, and high-quality patient registration, scheduling, and Customer Service. This role is responsible for managing the Patient Service Representative and call center teams and ensuring optimal patient experience from initial contact through service delivery.

Maintaining the highest level of confidentiality with regard to all patient information and organizational data being processed, stored or accessed.

Core Responsibilities:

• Manages and supervises Patient Service Representative and call center teams, including hiring, training, performance evaluation, and professional development initiatives.
• Develops, implements, and monitors patient access policies, procedures, and workflows to ensure efficiency, accuracy, and compliance with healthcare regulations and organizational standards.
• Oversees patient registration processes, including demographic data collection, insurance verification, eligibility confirmation, and pre-authorization management across all service lines.
• Supervise and mentor patient service representatives across front desk and call center operations, ensuring consistent delivery of exceptional customer service and adherence to communication protocols for all patient interactions.
• Monitors and analyzes key performance indicators (KPIs) related to patient access, including wait times, registration accuracy, revenue capture, and patient satisfaction scores.
• Collaborates with clinical departments, billing, finance, and IT teams to optimize patient flow and processes.
• Ensures compliance with insurance regulations, and other healthcare privacy and security standards.
• Manages daily cash operations. Monitor and optimize cash collection processes for both insurance co-payments and self-pay accounts, ensuring accurate transaction handling and compliance with financial policies.
• Implements and oversees quality assurance programs to ensure data accuracy, process efficiency, and customer service excellence.
• Conducts regular staff meetings, provides ongoing training, and ensures team members stay current with industry regulations and best practices.
• Manages scheduling systems and appointment coordination to optimize provider schedules and minimize patient wait times
• Manages scheduling systems and appointment coordination to optimize provider schedules and minimize patient wait times
• Leads continuous improvement initiatives and participates in organizational strategic planning related to patient access services.
• Manages and oversees the VIP Patient Liaison employee, ensuring exceptional service delivery and personalized care coordination for VIP patients.
• Responsible for the overall movement and service experience for VIP patients through AMNM, including specialized protocols, priority scheduling, and seamless care transitions.

• Patient Experience Strategy:
  • Develop and execute a comprehensive patient experience strategy aligned with the organization's mission and values.
  • Identify opportunities to enhance the patient’s journey from admission to discharge.
  • Implement initiatives to improve patient satisfaction, engagement, and loyalty.
  • Conduct regular rounds to interact with patients and families, addressing concerns proactively.
• Cross-Functional Collaboration:
  • Collaborate with medical and administrative departments to ensure consistent and excellent patient care.
  • Establish communication channels to gather feedback from patients, families, and staff, and use this information to drive improvements.
• Data Analysis and Reporting:
  • Collect and analyze patient feedback and satisfaction data.
  • Generate regular reports and insights for senior management, identifying trends and areas for improvement.
• Quality Assurance:
  • Monitor and evaluate patient interactions, ensuring compliance with established service standards.
  • Implement quality assurance processes to maintain a consistent and positive patient experience.
• Complaint Resolution:
  • Address patient complaints and concerns promptly, striving for effective resolution.
  • Escalate complex issues to relevant departments and work towards a satisfactory resolution.

Experience & Skills Required:

• 5 -10 years’ experience in a reputable organization, with minimum of 3-5 years in a Senior position
• Proven experience in a patient experience or customer service leadership role within a healthcare setting.
• Strong understanding of patient-centred care principles and customer service best practices. Excellent communication, interpersonal, and problem-solving skill.
• Expertise in troubleshooting application, network, and security problems.
• Proficiency in data analysis and reporting tools
• Great analytical, problem-solving, and communication skills.
• Bilingual (Arabic & English) preferred.
• Demonstrates attention to detail and monitors own work for accuracy

Qualification's:

• Quality management experience
• Knowledge of guidlines, healthcare standards, and regulations
• Experience with clinical outcomes, safety, and patient experience data.
• Preferred: Bachelor’s degree in healthcare administration, Business Management, or a related field.
• Certified Professional in Healthcare Quality (CPHQ) or Certified Professional In-Patient Safety (CPPS), master’s degree and/or other evidence of advanced commitment to profession

Core Competencies:

• Communication: This dimension relates to effectively communicating the needs and requirements of patients, carers, staff and others to provide excellent care and services.
• Personal & People Development: This dimension is about developing oneself using a variety of means and contributing to the development of others during ongoing work activities. This might be through structured approaches (e.g., appraisal and development review, mentoring, professional, clinical supervision) and or informal and ad hoc methods (such as enabling people to solve arising problems and appropriate delegation.
• Health, Safety & Security: This dimension focuses on maintaining and promoting the health, safety, and security of everyone in the organization or anyone who comes into contact with it either directly or through the actions of the organization. It includes tasks that are undertaken as a routine part of one’s work such as moving and handling.
• Service Improvement: This dimension is about improving services in the interests of the users of those services and the public. The services might be services for the public (patients, clients, and carers) or services that support the smooth running of the organization (such as finance, estates).
• Quality: This dimension relates to maintaining high quality in all areas of work and practice, including the important aspect of effective team working. Quality can be supported using a range of different approaches including codes of conduct and practice, evidence-based practice, guidelines, standards, and systems. This dimension supports the governance function in organizations – clinical, corporate, financial, information, staff etc.
• Equality & Diversity: It is the responsibility of every person to act in ways that support equality and diversity. Equality and diversity are related to the actions and responsibilities of everyone – users of services including patients, clients, and carers; work colleagues; employees, people in other organizations; the public in general.
• Confidentiality: To maintain strictest confidentiality in all financial transactions of both center and its employees.