Hospital Operation Experience

Job Description

Role Purpose:
To execute and deliver Bupa Arabia's hospital Operation excellence and patient
safety agenda in order to drive the point of care hospital pillar by engaging
in all hospital operations functions, supporting healthcare partner projects
and initiatives in collaboration with both internal and external stakeholders.
Key Accountabilities:
‎1- Patient Experience and Engagement Services:
* Design and implement a consistent process with cross functional stakeholders including the providers at each of touching point affecting customer experience at POC.
* Report all patient experience outcome measures and validate them then share valid ones with assigned providers.
* Implement a process to obtain consistent and systematic feedback from patients during each touchpoint experience (Service Management Board).
* Lead on sessions with patients, caregivers and frontline staff at assigned POC to redesign their experiences (Experience-based Co-design toolkit).
* Align with front line employees to deliver excellent service supported by review.
* Develop processes that build health literacy and awareness of patient rights.

‎2- Continuous Improvement and Operation Transformation:
* Lead Rahatkom Experience Board forum and Operation Projects Management.
* Design PAX and Patient Safety metrics and best medical outcomes (SET, AR, VOE, VOP, Customer Journey map…etc )
* Manage along with different stakeholders champions validation process of Service failures reported by front liners at POC
* Analyze the root causes of Service failures with criticality indices and frequency , surveys review process of systematic collection and analysis
* Drive Focus Improvement agenda, Kaizen, JDIs and RIMs on time in full by using a structured problem-solving methodology and variety of tools to reduce the service failures at a certain level.
* Ensure elimination of Operation Failures recurrence at POC
* Design the needful monitoring and control tools (dashboard) to confirm implemented solutions are resolving and the operations manual are up to date
* Share Dashboards and Operations updates regularly with internal and external stakeholders.
‎3- Customer Centric Culture and Digital innovation:
* Monitor and deliver the needful training programs to keep the Bupa Staff and Hospital Staff up to high standard level
* Lead on design all Digital transformation agenda and deliver the on time in full
‎4- Healthcare Provider Relationship Management:
* Arrange continuous meetings with assigned POC to share patients' experience & outcome surveys
* Demonstrate and strengthen the healthcare provider partnership and management models
‎5- Patient Hospital Experience/Service Benchmarking:
* Benchmark and evaluate the services offered by Bupa Arabia and main competitors for each patient touch point in the assigned POC providers
* Prepare list of key persons and processes affecting the service delivery to Bupa members
‎6- Patient Experience Operation Design and Safety Assurance:
* Design and implement a consistent process with cross functional stakeholders including the providers at each of touching point affecting customer experience at POC
* Report all patient Medical and experience outcome measures and validate them then share valid ones with assigned providers.
* Implement a process to obtain consistent and systematic feedback from patients during each touchpoint experience (Rahaktom Expereince Board)
* Lead on sessions with patients, caregivers and frontline staff at assigned POC to redesign their experiences (Experience-based Co-design toolkit and CCXP competnecies )
* Align with front line employees to deliver excellent service supported by review
* Develop processes that build health literacy and awareness of patient rights

Skills

• Excellent communication skills


• Excellent computer and presentation skills


• Healthcare Quality & Service Mindset