MDC · Erbil · Kurdistan Region
The Patient Experience Specialist will develop and monitor standardized procedures, handle patient complaints, and improve service quality at MDC. Responsibilities include creating SOPs, training staff, and analyzing patient feedback to enhance efficiency.
Job Title: Patient Experience Specialist Reports to:Patient Services Manager Location: 60 Meter Road, Mamostayan Qr., Erbil, Kurdistan Region, Iraq Position Overview: Patient Experience Specialist plays a critical role in monitoring and adjusting the methodology of procedures at the Patient Services department to better the experience of MDC visitors. Responsibilities, Duties, and Accountabilities: ● Take part in developing checklists for implementing and monitoring step by step standardized procedures. ● Take part in developing SOPs and modifying current available SOPs. ● Handle patient complaints and advice on corrective actions depending on a case by case analysis. ● Recommend adjustments to current procedures ● Take part in internal record keeping regarding procedures done at MDC ● Take part in internal record keepings regarding PS staff and SOPs. ● Assist in developing internal surveys. ● Follow up on patient complaints that are received through surveys. ● Collect data regarding the patient flow and experience and suggest ways to make the process more efficient. ● Provide regular soft skills training to Patient Services staff based on needed skills. ● Report incidents and mishaps to Patient Services management. ● Participate in meeting and brainstorming sessions regarding improving the service and experience provided to MDC visitors. ● Identify unsatisfied patients and intervene accordingly ● Observe patient / staff interactions and find ways to optimize these interactions ● Handle day to day tasks and projects given by PS management Required Knowledge, Skills and Attributes: Education BSc or Master’s degree (medical background preferred) Experience Minimum 2 years employment in a field related to customer service Language Fluency in written and oral Kurdish, Arabic and English Work Hours 42 hours per week Unique requirements of the job 1. Flexibility in working hours and able to work in both morning and evening shifts 2. Self-motivated, pro-active in dealing with issues, logical thinker with an eye for details. 3. Numerate and IT literate 4. A quick thinker and problem solver 5. Have the ability to learn and adapt quickly 6. Be able to communicate efficiently with patients and colleagues to achieve the desired results. Application Process Please submit your CV to the email [email protected] Please mention the Title of the position on the subject of the email #All_Kurdistan_Jobs
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Technical / Hard Skills
Soft Skills
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