Patient Experience Officer – C-LAB
2025-08-21T08:11:48+00:00
C-care
https://cdn.greatugandajobs.com/jsjobsdata/data/employer/comp_7513/logo/ccare.jpeghttps://www.greatugandajobs.com/employers/newest-jobs/company-C-care-7513
https://c-care.com/ug/
FULL_TIME
kampala
Kampala
00256
Uganda
Healthcare
Healthcare
2025-08-26T17:00:00+00:00
Uganda
8
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.
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
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.
JOB-68a6d4c4dce32
Vacancy title:
Patient Experience Officer – C-LAB
[Type: FULL_TIME, Industry: Healthcare, Category: Healthcare]
Jobs at:
C-care
Deadline of this Job:
Tuesday, August 26 2025
Duty Station:
kampala | Kampala | Uganda
Summary
Date Posted: Thursday, August 21 2025, Base Salary: Not Disclosed
Similar Jobs in Uganda
Learn more about C-care
C-care jobs 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.
Work Hours: 8
Experience in Months: 36
Level of Education: bachelor degree
Job application procedure
Interested and qualified? Click here to apply
All Jobs | QUICK ALERT SUBSCRIPTION
