officer, patient and family experience

M42 delivers comprehensive healthcare services across the full continuum of care; from primary care to advanced specialty treatments. Leveraging cutting-edge health technologies and precision medicine, we ensure the highest standards of effectiveness, efficiency, and patient-centered outcomes. With a global presence spanning more than 480 facilities in 27 countries and a dedicated workforce of over 20,000 professionals, M42 is uniquely positioned to redefine the future of healthcare on a global scale.

Amana Healthcare is a leading long-term care and rehabilitation provider in the Middle East and GCC, and the region’s pioneer in post-acute care services. It offers comprehensive long-term care, post-acute rehabilitation, transitional care, and home healthcare. As part of the M42 network, Amana is dedicated to delivering high-quality, patient-centered care tailored to the needs of individuals requiring complex or extended recovery support.

The Patient Experience Officer is responsible for enhancing the overall patient journey by ensuring high standards of customer service, addressing patient concerns, managing feedback, and supporting initiatives aimed at improving patient satisfaction and engagement. The role serves as a liaison between patients, families, and healthcare teams to ensure a positive, compassionate, and seamless healthcare experience.

Responsibilities

• Manage patient feedback, concerns, and complaints professionally and efficiently.
• Conduct patient rounds and gather real-time insights to improve service delivery.
• Collaborate with clinical and non-clinical teams to enhance the patient journey.
• Support patient satisfaction initiatives and quality improvement projects.
• Advocate for patients and ensure their needs and concerns are addressed.
• Monitor patient experience metrics and prepare reports for continuous improvement.

• Bachelor's Degree in Healthcare Administration, Business Administration, Nursing, Public Health, or a related field.
• Minimum 2 years of experience in patient relations, customer service, or healthcare.
• Excellent communication, interpersonal, and problem-solving skills.
• Strong commitment to customer service and patient-centered care.
• Experience in a healthcare or hospital setting is preferred.