Patient Experience and Administration Manager

Job description

Overseeing the patient journey from start to finish and managing all reception processes. Implementing a customer experience strategy aligned with the institution's values and quality standards. Mapping and improving the patient journey, including booking, arrival, clinical examination, treatment, discharge, and digital follow-up. Leading patient satisfaction improvement programs and managing feedback, surveys, and complaints. Supervising reception, registration, scheduling, medical records, contact center, and patient coordination functions. Unifying standard operating procedures for admission, discharge, referrals, and insurance coordination. Monitoring capacity, waiting times, and service level performance. Collaborating with clinical and rehabilitation departments to ensure experience integration into care. Maintaining unified experience standards among physicians, therapists, trainers, nurses, and front-line teams. Leading multidisciplinary experience governance forums. Leading individual communication services and managing escalation and complex cases. Providing clear and empathetic communication with patients and their families. Coordinating multilingual services and access support when needed. Developing patient attraction, retention, and loyalty programs. Leading communication, education, and experience personalization strategies

Requirements

• Proficient in Excel
• Proficient in contact center
• Proficient in administrative services
• Proficient in quality assurance
• Experience in compliance

Skills