Alpha Mead Group is a Total Real Estate Solutions Company established to provide robust business support services to local and international Real Estate investors or owners with interests in Facilities Management, Real Estate Development and Advisory, Security Systems and Technologies, Training, Healthcare Management and Real Estate Financing Services.

We are recruiting to fill the position below:

Job Title: Patient Experience Officer

Location: Ikoyi, Lagos
Employment Type: Full-time

Job Summary

• The Patient Experience Officeris 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.

Application Closing Date
25th March, 2025.