About the role
Core Responsibilities 1. Feedback Collection & Data Analysis Administer patient experience surveys and collect supplemental feedback (complaints, compliments, exit surveys). Analyze trends and identify opportunities for improvement in service delivery. 2. Service Recovery & Patient Advocacy Investigate and resolve patient grievances promptly; escalate as necessary and monitor resolution follow-up. Advocate for patients across departments and ensure clear, empathetic communication throughout the care journey 3. Training, Coaching & Culture Building Design and deliver training programs focused on empathy, communication, and service excellence behavior. Coach frontline staff and clinical leaders to embed patient-first mindset across the organization 4. Initiative Leadership & Project Management Lead projects to improve key experience metrics—like reducing wait times, improving wayfinding, and standardizing patient transitions. Coordinate with non-clinical teams (e.g. marketing, IT, operations) to align messaging and service touchpoints 5. Reporting & Strategic Insights Author concise, visually compelling reports and presentations summarizing performance against targets. Translate data into actionable recommendations and partner with leadership to prioritize initiatives 6. Patient Engagement & Advisory Collaboration Facilitate patient advisory councils or focus groups to gather input and refine service expectations.