Maya Jouni

Medbelle position

Senior Patient Experience Manager

Introduction

Maya is our Senior Patient Experience Manager and has been with Medbelle since 2021. Originally from Beirut, Lebanon, Maya has since made Berlin her home, relocating for her role with the company. Maya has over a decade of experience in customer service and management, making her the perfect candidate to support patients throughout their treatment journey.

Responsibilities

Overview of the range of interactions that the patients have with Medbelle.
Continuously enhance the patient’s experience with an aim to move towards the best patient-centred care.
Implement strategies for the Patient Care department that drive and support the patient experience improvement initiatives.
Manage patients’ complications and analyse customer satisfaction to track and monitor performance trends.

Education

BS in Business Management and an MBA degree.

Work Experience

13 years of experience in Patient Care before joining Medbelle as the Senior Patient Experience Manager

Maya in her own words

Why do you love your job?

I still remember the day I decided to join the healthcare industry almost 13 years ago, I was young, excited, and had a passion for caring for others and I believed that I can make a difference in people's lives. I never imagined that I'd still feel the same till today (except for being younger ) And now, after the vast experience that I have in enhancing the patients' experience, I am more than ever committed to working with Medbelle in providing the highest level of care available. Indeed, there are few professions where you can touch the lives of others the way you can in the healthcare industry, that's why I love my job.

Best memory with a patient

I received a small card from a young boy who had cancer written on it "Thank you for giving me a second chance to live". At medbelle, I don't have direct contact with patients for their whole journey, however, I had the chance to manage one patient and they told me "thank you for everything, I feel I couldn't have done it without you, you are the nicest person"

If there was one thing you wish everyone knew about surgery?

I wish everyone (including surgeons and nurses) knew the importance of ensuring an excellent experience/journey for patients. It's not only about excellent medical care. Patient experience represents a critical component of our ability to attract and retain patients.

One piece of advice you would give patients looking into cosmetic or orthopaedic surgery.

It is very important for patients to set their expectations right regarding the outcome of surgeries, it's never 100% exactly as they wish. I advise them to focus more on the journey and on their well-being and mental health, work for perfection and accept and embrace the little imperfections.

Learn more about Maya, her role at Medbelle and how she looks after the mental health of all our patients.

Other Interests

When she’s not working, she spends her time drawing fashion figurines.