Overview

This role reports to Case Managemnet Department

The Team Leader, Patient Experience is responsible for ensuring that an optimal experience is delivered to patients/residents/customers and their families during their visit to the facility/asset. To achieve this, the Team Leader, Patient Experience partners with other colleagues within the Mubadala Asset to promote a proactive approach to the continual improvement of patient/resident/customer and family experience through different methods e.g., observations during rounding, patient feedback, evidence-based practice and the developmental of additional interpersonal skills within the PE team. The Team Leader, Patient Experience is responsible for designing, developing, and implementing strategic patient experience initiatives and programs in line with the direction of the Executive
Director of the asset, and the overall strategic goals of Mubadala Health. In addition to this, the Team Leader, Patient Experience oversees daily operations related to patient experience measurement, systems, analytics, patient experience survey programs, patient rounding and addressing patient complaints/grievances. The Team Leader, Patient Experience partners with Patient Experience department at the MH Corporate Office, to implement enterprisewide patient experience annual goals and initiatives. This role also works with internal departments within the assigned asset to ensure that patient experience feedback is shared on a timely basis, and actionable plans are put in place when deemed appropriate, to optimize the healthcare experience.

Responsibilities

• Designs, develops and manages the implementation of the PE strategic roadmap, initiatives, and programs in collaboration with the Patient Experience department at Mubadala Health Corporate.
• Continuously seeks enhancement opportunities and innovative approaches at every patient journey touchpoint by leveraging PE best practices and benchmarks to ensure the quality of PE and increase patient satisfaction.
• Manages the quality assurance aspects of the PE initiatives and programs by conducting performance checks and reviews to ensure successful implementation against the set timelines, targets and quality standards and produces quality reports accordingly.
• Helps drive and foster a culture of patient and family centered care by enhancing the patient experience across the organization

• Works with respective departments to proactively develop innovative strategies that strengthen our culture of delivering memorable patient experiences.
• Serves as an impartial liaison between the patient/family and hospital departments/administration, promoting a positive relationship and acting as a vehicle for responding to patient complaints.
• Works in tandem with Risk Management and Quality departments to provide the best outcomes for patients with clinical care concerns.
• Proactively rounds on units, serving as a resource to patients and caregivers, thereby facilitating proactive identification of issues relating to a patient\'s hospital experience.
• Represents the facility in the handling of escalated patient and family concerns and grievances, the outcome of which is communicated to the respective departments and Executive Director when applicable.

• Ensures people, financial and technological resources within the division are utilized effectively.
• Develops, reviews, and ensures the implementation of the division\'s policies and procedures in line with best practices to fulfil the overall organizational requirements.
• Keeps up to date with the latest developments in the wider healthcare arena.
• Drives meetings and ensures professionalism and confidentiality are always maintained per the organization\'s standard code of conduct.
• Participates in meetings and maintains professionalism and confidentiality as per MH\xe2\x80\x99s standard code of conduct.
• Helps MH become the first choice for patients in the UAE due to our outstanding commitment to excellence

• Provides supervision, guidance, on job training and shares continuous constructive feedback for direct reports when applicable.
• Proactively identifies and meets self-development requirements for professional growth by developing and sustaining own knowledge and professional awareness.
• No tolerance policy for poor performance, abuse of sick time and poor attitude by any employee.
• Hires and manages employees where applicable to ensure results are delivered.
• Uses findings from analysis of trends in complaints to mentor individuals and departments to develop appropriate service action plans.

Qualifications

Job Specific Skills and Abilities:

• Strong leadership skills with zerotolerance for poor behaviour.
• Strong presentation skills.
• Ability to plan, evaluate, facilitate, and deliver educational programs.
• Proficiency with Microsoft Office suite.
• Fluency in written and spoken English.

Education:

Bachelor\xe2\x80\x99s Degree

Experience:

Minimum six years operational experience

Desired:

• Master\xe2\x80\x99s degree

• Clinical background
• Lean Six Sigma green belt

Mubadala Health