• Application Deadline:
• Position: Patient Experience Officer



• Job Type Full Time



• Qualification BA/BSc/HND



• Experience 2 years



• Location Lagos




• City Ikoyi




• Job Field Medical / Healthcare 
  
  

Job Summary

• The Patient Experience Officer is responsible for ensuring that patients and their families receive high-quality, compassionate, and efficient care. 


• This role focuses on improving patient satisfaction, addressing complaints, and enhancing overall healthcare service delivery.

Key Responsibilities

Patient Engagement & Communication:

• Act as the first point of contact for patient concerns, feedback, and inquiries.


• Educate patients and families on hospital policies, procedures, and available support services.


• Conduct regular patient rounds to gather feedback and address concerns in real time.

Service Quality Improvement:

• Monitor and evaluate patient experience metrics and recommend improvements.


• Collaborate with medical and administrative teams to enhance service delivery.


• Implement and oversee patient satisfaction surveys, analyze results, and develop action plans.

Complaint Resolution & Conflict Management:

• Handle patient grievances professionally and ensure timely resolution.


• Escalate unresolved issues to the appropriate department and follow up until resolution.


• Maintain accurate records of complaints, resolutions, and service improvements.

Training & Staff Support:

• Work closely with medical teams to promote empathy and effective communication.


• Assist in developing patient experience policies and best practices.

Coordination & Reporting:

• Prepare reports on patient satisfaction and service quality for management review.


• Coordinate with various departments to ensure a seamless patient journey.


• Stay updated with industry best practices and recommend innovative strategies to improve patient care.

Qualifications

• Bachelor’s degree in Healthcare Management, Business Administration, Nursing, or a related field.


• Minimum of 2 years of experience in healthcare, patient relations, or customer service.


• Strong interpersonal and communication skills.


• Problem-solving and conflict-resolution abilities.


• Knowledge of hospital operations and patient rights.


• Ability to work in a fast-paced, emotionally sensitive environment.

Preferred Skills:

• Experience in handling patient complaints and feedback management.


• Familiarity with hospital accreditation standards and regulatory requirements.


• Proficiency in data analysis and reporting tools.

Work Environment:

• Primarily hospital-based with interactions across multiple departments.


• Requires working in shifts, including weekends and holidays, as needed.