About the Role
An exciting opportunity to join the Qatar Airways Group Medical Department as Patient Experience Officer. The role will assist the Manager Clinical Governance in enhancing patient experience by implementing and managing patient-centered care initiatives at Qatar Airways The Medical Centre (QRMC). The role focuses on fostering a culture of compassion, respect, and engagement, ensuring that patients and their families are integral to the care process.
The PEO is responsible for ensuring patients receive high quality care and service throughout their visit to the clinic. The role involves overseeing all aspects of patient interaction, addressing patient concerns and implementing strategies to improve overall patient satisfaction.
Your duties would include:
- Develop and implement patient-centered care strategies in alignment with international standards (e.g., Planetree's Person-Centered Care Certification)
- Develop and Implement PREM and PROM initiatives to assess and improve patient experience outcomes
- Work closely with clinical and non-clinical staff to promote and integrate patient experience improvements across all levels.
- Assist in the management of patient feedback, including patient experience and engagement surveys, complaints and compliments.
- Establish and maintain robust systems for collecting and analyzing patient feedback to drive continuous improvement.
- Lead educational programs for staff to foster understanding and implementation of patient-centered approaches to communication.
- Facilitate Patient and Family Advisory Councils to involve patients and families in decision-making processes.
- Participate in and lead quality improvement initiatives aimed at enhancing patient satisfaction and safety.
- Ensure clear, compassionate, and effective communication with patients and their families throughout the care continuum.
- Perform other department duties as advised by the Manager Clinical Governance.
Be part of an extraordinary story
Your skills. Your imagination. Your ambition. Here, there are no boundaries to your potential and the impact you can make. You’ll find infinite opportunities to grow and work on the biggest, most rewarding challenges that will build your skills and experience. You have the chance to be a part of our future, and build the life you want while being part of an international community.
Our best is here and still to come. To us, impossible is only a challenge. Join us as we dare to achieve what’s never been done before.
Together, everything is possible.
Qualifications
We are looking for a passionate and experienced professional to join our Qatar Airways Group Medical team. The ideal candidate should possess the following:
- Bachelor Degree in health-related field, with minimum 5 years of job-related experience
- Thorough knowledge of international accreditation standards, such as Joint Commission International (JCI) and Planetrees foundation.
- Experience in developing and implementing patient experience strategies.
- Knowledge of patient -centered care models and practices, including experience with PREM and PROM tools
- Front line experience of handling patients, resolving conflicts working in clinics/ hospitals public relations / patient experience office/ quality team would be an advantage
- Knowledge of Statistical Package for Social Sciences (SPSS) preferred
- Fluency in written and spoken English
- Strong interpersonal and communication skills
- Ability to conduct inspections and audits
- Ability to analyze data and prepare reports
- Strong analytical skills to interpret PREM and PROM data
- Strong problem solving and conflict resolution skills
- Ability to work independently and collaborate in team
- Capable of training and educating others to accomplish tasks
About Qatar Airways Group:
Our story started with four aircraft. Today, we deliver excellence across 12 different businesses coming together as one. We’ve grown fast, broken records and set trends that others follow. We don’t slow down by the fear of failure. Instead, we dare to achieve what’s never been done before. So, whether you’re creating a unique experience for our customers or innovating behind the scenes, every person contributes to our proud story. A story of spectacular growth and determination. Now is the time to bring your best ideas and passion to a place where your ambition will know no boundaries, and be part of a truly global community.
How to Apply
If you are interested to submit your application and feel you are a good fit for this role, please complete our application form and upload your CV for our review and consideration.