Department Head Patient Relation

JOB DESCRIPTION Patient Experience & Service Excellence Lead the Patient Relations function to ensure a positive and consistent patient experience across all touchpoints. Develop and implement patient experience strategies, service standards, and improvement initiatives. Monitor patient satisfaction and identify opportunities to improve the quality of patient services. Complaint & Service Recovery Management Lead the handling and resolution of patient complaints, concerns, and escalations in a timely and professional manner. Establish effective complaint management and service recovery processes. Analyze complaint trends and provide recommendations to prevent recurring issues. Coordinate with relevant departments to investigate and resolve complex patient concerns. Department Leadership & Cross-Functional Coordination Lead, coach, and develop the Patient Relations team to achieve departmental objectives and service standards. Collaborate with Medical, Nursing, Operations, Customer Service, Quality & Patient Safety, and other departments to address patient experience issues. Serve as a key liaison between patients, families, healthcare professionals, and hospital management. Reporting & Continuous Improvement Monitor and analyze patient experience metrics, complaint data, service recovery performance, and customer feedback. Prepare regular reports and insights for hospital management.