Head, Patient Experience & Service Excellence

About this role

Head, Patient Experience & Service Excellence role based in Mowe, Ogun, with a leading and rapidly growing healthcare organisation. It is a senior leadership position that directs the patient experience function and drives a culture of service excellence across the organisation.

What you would do

• Develop and implement the patient experience strategy and standards; champion a patient-centred culture across the organisation.
• Map the patient journey, identify gaps and pain points, and drive improvements in waiting times, communication and responsiveness; monitor adherence to service standards.
• Lead systems for receiving, analysing and acting on patient feedback; manage patient complaints and service recovery processes; identify root causes.
• Lead and develop the Patient Experience team; set KPIs, responsibilities and service standards.
• Develop and monitor key metrics such as patient satisfaction, NPS, complaint volume, complaint resolution rate, waiting time and service recovery rate; prepare regular reports for management.
• Collaborate with clinical and non-clinical departments to improve patient-facing processes; facilitate cross-functional resolution and advocate for patients, balancing operational realities.]:**false

What they are asking for

• Bachelor's Degree in Healthcare Management, Business Administration, Public Health, Nursing, Psychology, Communications, Hospitality Management or related field.
• Postgraduate qualification or professional certification in healthcare management, customer experience, service management, quality management or related discipline (advantage).
• Minimum of 7 years' relevant professional experience, with at least 3 years in a leadership/supervisory role.
• Demonstrable experience in patient experience, healthcare operations, customer experience, service excellence or related field; hospital or healthcare environment strongly preferred.
• Proven experience managing patient complaints, service recovery and patient journey improvements; strong data usage.
• Strong leadership, people-management, interpersonal and communication skills.

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