Key responsibilities

• Designs and executes comprehensive patient advocacy strategies, policies and programs to drive patient satisfaction, engagement and loyalty.
• Fosters a culture of patient-centeredness throughout the organisation by promoting empathy, compassion and effective communication among healthcare providers and staff.
• Designs and implements mechanisms to collect patient feedback, including surveys, focus groups, and patient advisory councils.
• Analyses data to identify trends, areas for improvement and best practices that lead to resolution strategies.
• Drives continuous improvement by collaborating with teams across the organisation to develop and implement initiatives that enhance the patient advocacy, including process improvements, staff training and technological advancements.
• Implements patient engagement initiatives by leading efforts to promote patient engagement and empowerment by implementing strategies for shared decision-making, health education and patient activation.
• Monitors performance metrics; establishes key performance indicators and metrics to track and evaluate patient advocacy outcomes.
• Develops reports and dashboards to communicate performance to senior leadership and stakeholders.
• Develops and delivers educational programs and training sessions for staff on patient advocacy and patient-centred care, effective communication and customer service skills.
• Stays updated on industry trends, best practices and regular requirements related to patient advocacy and resolution.
• Stays informed about emerging technologies and approaches to enhance patient engagement and satisfaction.
• Collaborates with marketing and communications to ensure consistent messaging and branding across all patient touchpoints.
• Promotes a culture of accountability for patient outcomes at all levels of the organisation, recognises and rewards staff for exceptional patient-centred care.
• Leads, executes, implements, analyses, reports, and evaluates targeted patient advocacy improvement initiatives.
• Collaborates with leadership, physicians, department directors/managers, and staff to implement strategies ensuring optimal patient advocacy outcomes.