Job Summary:

• To ensure operational excellence by conducting quality audits, developing and enforcing SOPs, overseeing resource utilization, and driving staff performance to align with Bliss Healthcare’s mission of delivering exceptional patient care.

Key Responsibilities

As the Manager, Patient Experience, you will:

• Lead the development and implementation of patient experience strategies across all Bliss Healthcare centres.
• Drive service quality improvement initiatives to enhance patient satisfaction and loyalty. and
• Champion patient rights, feedback, communication, ensuring every patient interaction is handled with professionalism and empathy.
• Oversee the resolution of complaints and compliments, ensuring a timely, fair, and empathetic process.
• Train and guide staff to deliver exceptional service standards at every touchpoint.
• Monitor and report on patient experience performance metrics and recommend actionable improvements.

Qualifications, Experience, Skills & Competencies

• Degree in a relevant field (e.g., Healthcare Management, Business, Hospitality).
• At least 3 years’ previous experience in PX/CX lead role.
• Previous experience working in healthcare or hospitality would be an added advantage.
• Customer/Patient Experience Certification (Local/ International) would be an added advantage.
• Strong leadership, communication skills.
• interpersonal, and
• Proven ability to design and implement service improvement strategies.
• Passion for delivering compassionate, patient- centred care.