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Customer Experience Excellence

4 months ago

Jeddah, Saudi Arabia Bupa Arabia Full time

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.

**Skills**:

- Logical thinking, moderate Presentation and Analytical Skills.

Experience Fields:

- Excellent communication skills
- Excellent computer and presentation skills
- Healthcare Quality & Service Mindset

**Education**:
Medicine or Pharmacy