Public Relations & Patient Affairs Manager (Including Call Center Team)
Job description
Education
Bachelor’s degree in Public Relations, Communications, Marketing, Business Administration, Healthcare Administration or a related discipline from a recognised university.
A master’s degree in Public Relations, Communications, Business Administration or Healthcare Management is preferred.
Experience
Minimum 8–10 years of progressive experience in public relations, patient affairs, customer service or corporate communications.
At least 3–5 years of experience in a managerial or leadership role.
Mandatory experience in the hospital or healthcare sector, including patient experience, complaint resolution and call center operations.
Knowledge of Qatar’s healthcare environment and established local stakeholder networks is preferred.
Candidates currently available in Qatar will be prioritised due to the urgent hiring requirement.
Freshers will not be considered.
Specialised Training
Certifications or training in public relations, patient experience, customer service, complaint management, call center operations, crisis communication or healthcare quality are advantageous.
Key Competencies
Public relations strategy and reputation management.
Patient affairs, advocacy and experience management.
Call center operations and team leadership.
Complaint handling, escalation management and service recovery.
Media relations, crisis communication and stakeholder engagement.
Government relations, community outreach and event coordination.
Service-level monitoring, quality assurance and performance reporting.
Patient satisfaction analysis and continuous service improvement.
Team coaching, decision-making and cross-functional collaboration.
Confidentiality, cultural awareness, diplomacy and professional judgement.
Personal Attributes
Professional, diplomatic, empathetic and service-oriented.
Strong leadership, accountability and problem-solving abilities.
Resilient and capable of handling sensitive situations calmly.
Committed to patient satisfaction, confidentiality and service excellence.
Able to collaborate effectively with clinical teams, senior management and external stakeholders.
Communication Skills
Excellent verbal and written communication skills in both Arabic and English.
Strong media relations, negotiation, presentation and stakeholder-management skills.
Ability to communicate professionally and respectfully with patients, families, healthcare professionals, senior leadership, government entities, media representatives and community partners.
What you will do
- Develop and implement public relations strategies to strengthen the hospital’s reputation and maintain positive relationships with stakeholders and media representatives.
- Oversee patient affairs, patient communication, feedback management, complaint resolution and service recovery.
- Manage call center operations, ensuring timely responses, high service quality and effective handling of patient enquiries.
- Lead, supervise and coach the call center and patient affairs teams to achieve service standards and operational targets.
- Establish and maintain relationships with government entities, community organisations, media representatives and other key stakeholders.
- Plan and coordinate community outreach programmes, public relations activities and hospital events.
- Handle sensitive patient concerns, escalations and crisis communication with professionalism, empathy and confidentiality.
- Monitor call center performance, service levels, response times and patient satisfaction metrics.
- Analyse patient feedback, complaints and service trends, and implement corrective actions to improve the patient experience.
- Collaborate with clinical, administrative and operational departments to ensure effective communication and continuity of patient care.
- Prepare regular reports on patient satisfaction, complaints, call center performance and public relations activities for senior management.
- Ensure compliance with hospital policies, confidentiality requirements and applicable healthcare regulations in Qatar.
Job details
How to apply
Apply through this page and a consultant will come back to you within one working day. You can also send your CV directly and we will match you against this and other live mandates. Alliance never charges candidates a fee.
About the company
Alliance is running this mandate on the employer's behalf. The company is named to shortlisted candidates before any interview is arranged, so you always know who you are meeting.
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