Director of Customer / Patient Experience & Administration (Healthcare) QHC📣 إعلان

About the Role

Qiddiya is seeking a Director of Customer / Patient Experience & Administration to lead the end-to-end patient journey and all front-of-house and administrative operations within its healthcare organization. This full-time role, based in Riyadh, Saudi Arabia, focuses on ensuring an exceptional customer and patient experience, efficient administrative processes, and seamless coordination between clinical and operational teams. The Director reports directly to the Senior Sport Medicine Director and is responsible for driving service excellence and a patient-centered culture across various functions including registration, call centers, scheduling, billing support, and customer relations.

Key Responsibilities

• Design and implement a comprehensive customer / patient experience strategy aligned with organizational values and quality standards.
• Map and optimize the complete customer / patient journey, from access and appointment to treatment, discharge, follow-up, and digital engagement.
• Lead programs focused on improving customer / patient satisfaction and oversee feedback systems, surveys, complaints, and resolution processes.
• Oversee all administrative and front-desk functions, including registration, scheduling, medical records, call center, and patient coordination.
• Ensure efficient service flow, accurate data capture, timely documentation, and standardize Standard Operating Procedures (SOPs) for admissions, discharge, referrals, and insurance coordination.
• Collaborate with clinical, rehabilitation, and performance departments to embed experience standards consistently across all care delivery teams.

Patient Engagement and Digital Experience

• Lead individual and patient liaison services, managing escalations and complex cases with clear, compassionate communication.
• Coordinate multilingual services and accessibility support as required.
• Develop customer / patient engagement, retention, and loyalty programs, including communication, education, and experience personalization strategies.
• Oversee digital touchpoints such as appointment systems, customer portals, mobile applications, and CRM platforms.
• Drive automation and paperless workflows to enhance access, efficiency, and satisfaction.

Quality, Compliance, and Performance

• Ensure all administrative processes comply with healthcare regulations, accreditation standards (CBAHI, JCI), and data privacy requirements.
• Implement quality assurance audits for patient experience and administrative services.
• Collaborate with Governance, Risk, and Compliance (GRC) and Clinical Quality teams on patient rights and safety standards.
• Define Key Performance Indicators (KPIs) for customer / patient experience and administration, such as waiting times, complaint resolution, and no-show rates.
• Develop dashboards and reports for the Senior Sport Medicine Director and executive leadership to drive continuous improvement initiatives.

Team Leadership and Cross-Functional Collaboration

• Lead and develop teams across reception, call center, patient relations, and administrative services.
• Ensure comprehensive training in service excellence, communication, privacy, and healthcare regulations.
• Foster a culture of empathy, professionalism, and accountability within the teams.
• Work closely with Medical, Nursing, Finance (RCM), IT, and Marketing teams to ensure a seamless patient journey.
• Support service line expansion, new clinic openings, and operational readiness from a patient experience perspective.
• Design and oversee service excellence training for all staff, both clinical and non-clinical, to build a patient-centric culture across the organization.

Requirements

• A minimum of 10 years of relevant experience in customer / patient experience and administrative leadership roles, preferably within a healthcare setting.