Summary
Date Posted: Thursday, October 29, 2020 , Base Salary: Not Disclosed

JOB DETAILS:
LifeCare Hospitals Ltd is a group of hospitals built on strong knowledge, experience and highly skilled medical foundation. We are committed to providing first class health care of international standards to all individuals within the local and extended areas. LifeCare Hospitals Ltd is an emerging high-end health care service delivery provider in Kenya. LifeCare Hospitals Bungoma, a level 5 referral 100+ bed capacity is a fully operational hospital. Our various State-of-art hospitals in Migori, Nairobi and Mombasa are under way.
Director – Patient Experience
Reporting to the Vice President the successful candidate will be responsible for the following amongst others:
Job Summary
Developing, driving and fostering a culture of patient and family centered care and service excellence, while improving patient & family experience and patient relations across the LifeCare Hospitals brands. .

Main Duties
• Developing, driving and fostering a culture of patient and family centered care and service excellence, while improving patient & family experience and patient relations across the LifeCare Hospitals brands.
• Translating the concepts of Service Excellence, Patient Experience and Patient Relations into actionable behaviors, this individual will take a culture steeped in Clinical Excellence into the ever evolving world of patient & family centered care.
• Champion the framework & protocols in which all Patient Experience initiatives will be deployed across LifeCare Hospitals.
• Instilling a culture of Service Excellence, hospitality, ownership and results across the enterprise.
• Develop Service/Patient Experience performance standards and deploy their respective measurement processes which include but not limited to; Customer Satisfaction (CSAT), Net Promoter Score (NPS), Discharge Surveys, SMS Survey, trends and regulatory requirements.
• Documenting and communicating throughout the organization the shared vision for experience improvements.
• Through stakeholder engagement and partnership, develop Service Standard Operating Procedures (SOPs) including and not limited to patient relations, continuously monitor for compliance and embed mechanisms for sustenance and/or improvements.
• In partnership with the Training function, see to the delivery of Service and Patient Experience training programs throughout LifeCare Hospitals.
• Responsible for management and oversight of Service Excellence and Patient Relations budget.
• Negotiating with vendors regarding the patient satisfaction measurement process & is the primary contract owner for patient satisfaction survey tools for LifeCare Hospitals.
• Any other role that you may be called upon to perform from time to time.

Job Skills: Not Specified

Qualifications and skills
• Degree or Masters in any related field
• Customer/Patient Experience Certification (local/International)would be an added advantage • 10 years (or more) experience in a management role
• At least 5 years in Customer/Patient Experience management role.
• Demonstrated implementation and accomplishing Customer/Patient Service improvements.
• Advanced knowledge of: customer/patient satisfaction survey tools, the field of consumer research, and complaint and grievance management
• Advanced data analysis and interpretation skills are needed to lead the service improvement effort and to create the credibility needed for interaction with hospital leaders and faculty
• Able to communicate effectively verbally and in writing, lead & facilitate meetings across diverse audiences
• Able to articulate challenges and to be proactive and aggressive in thinking about new ways to do things and create enthusiasm for new initiatives
• Able to influence, elicit commitment from stakeholders and team members
• Strategic with a proven track record of results and working with process management
• Ability to recruit, retain and engage talent
• Computer literate and proficient with MS desktop applications

Job Education Requirements: Not Specified

Job Education Experience: Not Specified

Work Hours: 8

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Job application procedure
If your background, experience and competence match the above specifications, please send us your application quoting the reference and include your current remuneration, testimonials and full contact details of 3 referees to: To be received not later than 15th November 2020. Only shortlisted candidates will be contacted.

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