Patient Manager in King College London Dubai

King's College Hospital London

Patient Manager in King College London Dubai is responsible to provide guidance and direction to the teams, utilizing interpersonal and communication skills to train, lead, influence, and encourage others. This job ID number is 1900002C.

Key Accountabilities of Patient Manager in King College London

  • Responsible to develop and manage the Experience Intelligence, Complaints & Service Excellence and Patient Service Programs, in collaboration with relevant stakeholders.
  • Develops and maintains policies and procedures for complaints handling.
  • Ensures investigation and response to complaints within target times by concerned departments.
  • Provides expert advice and support to colleagues on the handling of complaints, investigations techniques, root cause analysis and process improvement recommendations
  • Provides feedback of resolution to complainants and concerned departments through written correspondence, as required
  • Continuous evaluation of the complaints process (quality, methodology) including monthly/ quarterly metrics statistical data and trends regarding service excellence/patient satisfaction/complaints and reports information to leadership and other relevant committees
  • Collaborates with leadership and colleagues to ensure that solutions for improved patient experience and satisfaction are considered and delivered.
  • Develops plans for continued implementation of refined patient experience programs throughout King’s.
  • Ensures consistency across King’s in terms of data reporting, experience intelligence information and implementation of best practices
  • Assists with designing research studies that assess outcomes of patient experience programs
    Plans, develops and executes industry analysis to evaluate best practice benchmarks for Service
  • Leads compliance and reporting of patient experience and complaints with regulatory authorities such as DHA.
  • Supports and advises on the monthly Patient Experience Committee producing relevant updates and action plans.
  • Provides monthly reports on patient experience trend analysis
    In conjunction with the CEO, devises an annual patient experience strategy.
  • Provides monthly/ annual summary report on patient experience which could be included in the CEO’s monthly/annual report.
  • Provide guidance to Front office department to engage, develop, discuss and disseminate departmental developments.


  • Bachelor Degree in business administration/management
  • 2 year of experience as a Patient Manager
  • Strong leadership and supervisory skills
  • Exceptional written and oral communication skills
  • Good decision-making skills

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