| Job Location | Riyadh, Saudi Arabia |
| Education | Not Mentioned |
| Salary | Not Mentioned |
| Industry | Other Business Support Services |
| Functional Area | Not Mentioned |
Tamheer - Customer Experience ExcellenceKey Accountabilities: 1- Patient Experience and Engagement Services; * Design and implement a consistent process with cross functional stakeholders including the providers at each of touching point affecting customer experience at POC.* Report all patient experience outcome measures and validate them then share valid ones with assigned providers.* Implement a process to obtain consistent and systematic feedback from patients during each touchpoint experience (Service Management Board).* Lead on sessions with patients, caregivers and frontline staff at assigned POC to redesign their experiences (Experience-based Co-design toolkit).* Align with front line employees to deliver excellent service supported by review.* Develop processes that build health literacy and awareness of patient rights. 2- Service Failures Process at POC; * Lead SMB (Service Management Board) form and process.* Manage along with different stakeholders champions validation process of Service failures reported by front liners at POC.* Analyze the root causes of Service failures with criticality indices and frequency.* Drive SMB process by using a structured problem solving methodology and variety of tools to reduce the service failures at a certain level.* Ensure elimination of Service Failures recurrence at POC and develop surveys to confirm implemented solutions are resolving the highlighted service failures. 3- Patient Satisfaction Surveys; * Train and Supervise a team conducting customers? satisfaction surveys review process of systematic collection and analysis.* Ensure validity of surveys and report significant outcomes and reviews.* Report initial survey findings to the Senior Manager-CEE for review and escalation to Leadership team and POC strategy. 4- Healthcare Provider Relationship Management; * Arrange continuous meetings with assigned POC to share patients? experience & outcome surveys.* Demonstrate and Strengthen the healthcare provider partnership and management models. 5- Patient Hospital Experience/Service Benchmarking; * Benchmark and evaluate the services offered by Bupa Arabia and main competitors for each patient touch point in the assigned POC providers.* Prepare list of key persons and processes affecting the service delivery to Bupa members.Skills* Logical thinking, moderate Presentation and Analytical Skills. Experience Fields: * Excellent communication skills* Excellent computer and presentation skills* Healthcare Quality & Service MindsetEducationIndustrial Engineering, Marketing Job Location Riyadh, Saudi Arabia Job Role Customer Service and Call Center Residence Location Riyadh, Saudi Arabia
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