Manager, Experience Intelligence

Facility: Cleveland Clinic Abu Dhabi
Department: Human Resources
Full Time: Full-Time
Hours: 8am - 5pm
Job Details:

This position is responsible for managing and refining patient experience programs throughout CCAD and analyzing data and other forms of gathered patient intelligence information.

Duties and Responsibilities:

* Develops pilot programs targeted to enhance patient experience and satisfaction
* Assesses pilot programs and monitors program efficiency and effectiveness
* Engages CCAD staff in program development initiatives
* Collaborates with CCAD staff to ensure that all solutions for improved patient experience and satisfaction are considered and deliverable
* Develops plans for continued implementation of refined patient experience programs throughout CCAD
* Establishes practices for documenting steps and outcomes of patient experience programs
* Assists with designing research studies that assess outcomes toward improved patient satisfaction results

Experience:

* Minimum of six (6) years post graduate experience is required
* Minimum of five to seven (5-7) years experience in a healthcare setting is required
* Strong organizational and time management skills
* Ability to speak and write in English is required
* Ability to speak and write in both English and Arabic is preferred

Education Requirements:

* Bachelor’s degree in Business Administration or Health Care Administration, or related field, is required
* Master’s degree in Business Administration or Health Care Administration, or related field, is preferred

Physical Demands and Work Environment:

* Typical physical demands include: a high degree of manual dexterity to sufficiently perform computer functions on a keyboard, produce materials on a PC and operate basic office equipment, normal or corrected vision and hearing, extensive sitting and/or walking, mobility sufficient to visit with departments or employees throughout CCAD and lift up to 30 lbs.

Organization-Wide Competency Assessment Requirements:

* All employees will embrace the CCAD mission, vision and values and be responsible for adhering to the core values of the institution, including: Patient’s First, Collaboration, Mutual Respect, Quality, Patient Safety, Integrity, Cultural Sensitivity and Compassion.
* All employees are also expected to meet the standards of performance outlined in the Organization-Wide Competencies listed below as applied to the position.
* Customer Service Orientation includes attitude, behavior, interpersonal skill and problem solving that enable an employee to respond to internal and external customer needs and expectations in a positive manner. Adaptability including teamwork, flexibility needed to fulfill job responsibilities, adapting to changes in work environment and accepting supervisory feedback. Efficiency and Effectiveness includes quantity and quality of desired work, as well as organization skills necessary to perform successfully. Essential Job Requirements includes adherence to all relevant policies, procedures and guidelines affecting the work environment, as well as maintenance of required competencies and communication skills. Managerial Responsibilities includes overall accountability for assigned work group relative to operational goals, personnel requirements and budgetary constraints.

Disclaimer:

The responsibilities described on this job description are intended to describe the general nature and level of work being performed by people assigned to this job. These statements are not intended to be exhaustive of all responsibilities, duties, knowledge, skills and abilities required of employees in the position.
Final determination of a candidate’s qualifications and eligibility to perform the job is at the sole discretion and judgment of the institute/department executive leadership.

PDAD8; 081011*CB

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