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- Service Failures Process at POC;
* Lead SMB (Service Management Board) form and process.
* 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.
* Drive SMB process by using a structured problem solving methodology and variety of tools to reduce the service failures at a certain level.
* Ensure elimination of Service Failures recurrence at POC and develop surveys to confirm implemented solutions are resolving the highlighted service failures.
3- Patient Satisfaction Surveys;
* Train and Supervise a team conducting customers' satisfaction surveys review process of systematic collection and analysis.
* Ensure validity of surveys and report significant outcomes and reviews.
* Report initial survey findings to the Senior Manager-CEE for review and escalation to Leadership team and POC strategy.
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.
Medicine or Pharmacy
#### **Job Description** 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 ou…
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