Director of Customer / Patient Experience & Administration (Healthcare) - QHC000
On-siteRiyadh, Riyadh Region, Saudi Arabia
Job Summary
Design and implement end-to-end patient journey strategies covering access, appointment, and digital engagement while overseeing front-of-house operations, registration, and call center functions. Lead satisfaction improvement programs, feedback systems, and complex case escalations to ensure seamless coordination between clinical and administrative teams. Standardize SOPs for admissions and discharge, monitor service level performance, and drive automation across appointment systems and CRM platforms. Define KPIs for waiting times and resolution rates, develop dashboards for executive leadership, and ensure compliance with CBAHI, JCI, and data privacy regulations. Build and develop teams across reception and patient relations, fostering a culture of empathy and accountability while collaborating with Medical, Finance, and IT to support service line expansion and operational readiness.
Required Qualifications
- Bachelor's degree in Healthcare Administration, Business Administration, Hospitality Management, or related field
- 8+ years of experience in healthcare operations, patient experience, or service excellence roles
- Strong knowledge of healthcare regulations, accreditation standards, and patient rights
- Proven leadership in customer experience, administration, and service operations
Desired Qualifications
- Master's degree preferred (MHA, MBA, Service Design, Healthcare Quality)
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