Overview

The Officer, Service Excellence is responsible for supporting the Service Excellence department at the organization in its activities. This includes taking a person-centric approach to the care that is individually catered to the patients\xe2\x80\x99 needs. The Officer, Service Excellence actively works with the Patient Experience, Patient Access, Service Excellence, and Clinical teams to identify and design processes to improve the care services offered to the patient and their family.

Responsibilities

• Adheres to the division\'s policies, procedures and standards while ensuring compliance with applicable regulatory bodies.
• Measures and learns about the patient and family journey and supports the team in identifying, planning, designing, and implementing improvement strategies.
• Actively supports the development and management of tools and processes of collection, storage, treatment, and analysis of quantitative and qualitative data to identify potential risks, strengths, and opportunities for continuous improvement.
• Generate monthly and quarterly reports within the specified TAT.
• Tailor reports to meet the specific needs and objectives of the organization or project.
• Analyze service performance and customer complaints, providing data-driven recommendations for enhancements.
• Monitor patient feedback and satisfaction levels.
• Contributes to quality improvement activities which are interdisciplinary and based on identified causes of risk.
• Deliver care that is personalized according to individual needs, preferences, and values, and based on partnered determination of goals. Caring attitudes and compassionate communication and interactions encourage individual and group engagement and satisfaction.

Qualifications

Education

• Bachelor\xe2\x80\x99s degree in social service, customer care, information technology or healthcare related field.

Experience

• 2 years of experience in business, operations, or in a service excellence department

Skills

• Fluent in written and spoken English and Arabic

Mubadala Health