Director of Customer and Patient Experience & Administration - Healthcare

About the Role

The Director of Customer and Patient Experience & Administration at Qiddiya's Sport Medicine Center in Riyadh leads the comprehensive management of the patient journey and all front-of-house administrative operations. Reporting to the Senior Sport Medicine Director, this role focuses on optimizing patient satisfaction, streamlining administrative workflows, and fostering coordination among clinical and operational teams.

Key Responsibilities

• Develop and execute a customer and patient experience strategy that aligns with organizational values and quality benchmarks.
• Analyze and enhance every stage of the patient journey including access, appointments, arrival, clinical screening, treatment, discharge, follow-up, and digital engagement.
• Direct initiatives to improve patient satisfaction, managing feedback systems, surveys, complaint resolution, and follow-up processes.
• Supervise all front-desk and administrative areas such as registration, scheduling, medical records, call center, and patient coordination to ensure smooth service flow, precise data entry, and timely documentation.
• Establish and enforce standardized procedures for patient admissions, discharges, referrals, and insurance handling.
• Monitor key indicators like capacity, waiting times, and service performance levels.
• Collaborate closely with clinical, rehabilitation, and performance teams to maintain consistent experience standards across all healthcare providers and front-line staff.
• Lead interdisciplinary forums dedicated to patient experience governance.
• Manage patient liaison services including handling escalations and complex cases, ensuring compassionate and clear communication with patients, families, and individuals.
• Coordinate multilingual and accessibility support services where necessary.
• Develop programs for patient engagement, retention, and loyalty, alongside managing patient communities and long-term care relationships.
• Ensure compliance of administrative functions with healthcare regulations, standards such as CBAHI and JCI, and data privacy laws.
• Implement quality assurance audits targeting patient experience and administration services.
• Work with Governance, Risk, and Compliance (GRC) and Clinical Quality teams to uphold patient rights and safety measures.
• Oversee digital platforms like appointment booking systems, customer portals, mobile applications, and CRM tools to advance digital patient engagement.
• Promote automation and paperless processes to enhance accessibility, efficiency, and patient satisfaction.
• Define and track key performance indicators including waiting time, complaint rates, first-call resolution, and no-show percentages.
• Create insightful dashboards and reports for executive leadership to guide operational improvements.
• Lead, mentor, and cultivate teams within reception, call centers, patient relations, and administrative departments, emphasizing service excellence and regulatory compliance training.
• Foster a workplace culture centered on empathy, professionalism, and accountability.
• Coordinate with medical, nursing, finance, IT, and marketing departments to ensure a seamless patient experience across service lines and during new clinic launches.
• Oversee the design and delivery of service excellence training programs for both clinical and non-clinical staff.

Qualifications

• Bachelor's degree in Healthcare Administration, Business Administration, Hospitality Management, or a similar discipline.
• Master's degree preferred, such as MHA, MBA, Service Design, or Healthcare Quality.
• Minimum of eight years' experience in healthcare operations, patient experience management, or service excellence roles.
• Comprehensive knowledge of healthcare regulatory frameworks, accreditation standards, and patient rights.
• Demonstrated leadership abilities in customer experience, administrative management, and operational service delivery.

Core Skills and Competencies

• Patient-centered service design and process optimization.
• Healthcare administration and operational expertise.
• Leadership in customer experience initiatives.
• Digital transformation and automation in healthcare settings.
• Effective communication and conflict resolution skills.
• Data-driven performance management and reporting.
• Team leadership and culture development.
• Regulatory and accreditation compliance adherence.