Patient Experience Officer – C-LAB Job
Work Hours: Full-time, 08 hours per day
Salary:
Attractive
Job Deadline: 29 August 2025
Number of Jobs: 01
Hiring Entity: C-care
 |
| C-care |
Location: In Uganda
Job Details:
Job Summary (Main Purpose)
The Patient Experience Officer will be responsible for designing, implementing, and monitoring strategies to ensure exceptional patient-centered care. This role focuses on enhancing the patient journey from first contact to post-service follow-up, ensuring all interactions meet the highest standards of service, empathy, and efficiency. The position requires cross-department collaboration to address patient feedback, improve processes, and uphold the organization’s service excellence standards.
Main Duties/Responsibilities.
Patient Experience Strategy & Management
- Develop and implement patient experience policies, standards, and service protocols across all touchpoints (reception, clinical areas, labs, online platforms, etc.).
- Map and continuously refine the patient journey to identify pain points and improvement opportunities.
- Monitor service delivery against patient experience KPIs and report trends to management.
- Introduce and maintain initiatives such as patient feedback systems, loyalty programs, and service recovery protocols.
Feedback & Service Recovery
- Establish multiple channels for patient feedback as per C-Care policy.
- Analyse feedback data and generate regular reports highlighting recurring issues and improvement plans.
- Lead service recovery actions in cases of complaints, ensuring timely, empathetic, and satisfactory resolution.
- Escalate critical incidents and coordinate corrective actions with relevant departments.
Staff Engagement & Training
- Train frontline staff and Laboratory teams in customer service, empathy, communication, and complaint handling.
- Conduct refresher workshops on service excellence and the organization's values.
- Collaborate with HR to include service quality metrics in staff performance reviews.
Process & Digital Experience Enhancement
Partner with operations, IT, and clinical teams to streamline patient processes (appointment booking, billing, test result delivery, waiting time management).
- Support implementation of digital tools for patient engagement as applicable.
- Work closely with quality and operational excellence teams to ensure compliance with healthcare
regulations while enhancing patient comfort.
Stakeholder Communication
- Serve as the primary point of contact for patient experience-related inquiries from internal and external stakeholders.
- Collaborate with marketing/communications for patient engagement campaigns.
- Participate in management meetings to present patient experience reports and recommendations.
Key Skills and Competencies
Qualifications
Formal education required for competence in the job
- Bachelor’s degree in healthcare management, hospitality, business administration or related.
Experience
- Minimum 3 years of experience in healthcare, hospitality, or customer experience management (with at least 2 in a supervisory role).
- Familiarity with patient experience measurement tools and quality improvement frameworks.
Behavioural Competencies
- Communicates clearly and respectfully; uses patient friendly language and practices active listening.
- Handles complaints calmly, identifies root causes of issues, and mediates between patients and staff when needed.
- Takes responsibility for actions; maintains confidentiality and high ethical standards in all patient interactions.
- Works cooperatively with cross-functional teams to enhance patient experience and share insights.
Application procedure
Interested and qualified? Click here to apply
Posting Date: 2025-08-21
