Executive Director of Patient Experience

4 days ago

Kuwait City, Al Asimah Internationalhospital Kw Full time
Job Summary:

The Executive Director of Patient Experience will oversee the day-to-day operations of our reporting departments, ensuring that facilities are properly maintained and that innovative service culture is optimized to provide exceptional patient experience. This role requires a seasoned professional with strong leadership skills, excellent communication abilities, and a passion for delivering high-quality services.

About the Role:

This position is responsible for ensuring that hospitality standards practiced by staff are in alignment with quality, health, and safety procedures. The successful candidate will act as a liaison to coordinate efforts between hospitality departments to optimize patient experience and assist in handling customer complaints.

The ideal candidate will have a Bachelor's degree or MBA in Hospitality Management, with at least 5 years' experience directly related to the duties and responsibilities specified. They will be fluent in both conversational and written English, with Arabic optional.

Key Responsibilities:

• Ensure hospitality standards are in alignment with quality, health, and safety procedures
• Coordinate efforts between hospitality departments to optimize patient experience
• Assist in handling customer complaints
• Plan work schedules for individuals and teams and delegate assignments as necessary
• Ensure clear and efficient communication and coordination with hospital departments
• Supervise accomplishment of patients' requests & concerns to ensure high levels of guest satisfaction
• Plan inventory needs, monitor, and manage stock weekly/monthly or as required
• Control consumption of supplies and materials and supervise stock level
• Ensure venues for meetings/events are well maintained with all equipment ready for smooth running of events
• Identify issues jeopardizing basic hospitality standards and recommend actions to address them in a cost-effective manner
• Oversee activities of contracted staff as stipulated in the contract
• Study market practices in terms of hospitality services and introduce new ones to create a competitive edge
• Establish realistic operational goals/objectives, prioritize well, project needs and resources, anticipate problems, and implement plans
• Exercise effective control over subordinates to achieve objectives set
• Appraise objectively, provide feedback, coach, provide positive reinforcement and recognition appropriately; resolve conflicts
• Coordinate effectively with other services/disciplines in a systematic manner
• Ensure staff are trained based on identified training needs and measure outcomes/objectives met
• Pay attention to staff potential and facilitate career path
• Manage budgets and financial plans as well as controlling expenditure of the department
• Interview and shortlist candidates in coordination with HR & PCA
• Inspect cleanliness of hospital facilities to ensure quality standards
• Ensure safety standards (occupational and patient safety) are complied with
• Perform miscellaneous job-related duties as assigned by Hospital Administration

Requirements:

• Bachelor's degree or MBA in Hospitality Management
• At least 5 years' experience directly related to the duties and responsibilities specified
• Fluency in both conversational and written English
• Arabic optional
• Excellent communication and leadership skills
• Ability to work independently and as part of a team

Estimated Salary: $60,000 - $80,000 per annum

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