Director of Customer / Patient Experience & Administration📣 إعلان

About the Role

Qiddiya is seeking a full-time Director of Customer / Patient Experience & Administration to join its team in Riyadh. This role is responsible for overseeing the end-to-end patient journey and all front-of-house and administrative operations across the healthcare organization. The Director ensures exceptional patient experience, efficient administrative processes, and seamless coordination between clinical and operational teams, reporting to the Senior Sport Medicine Director.

Strategic Leadership in Patient Experience

• Design and implement a customer/patient experience strategy aligned with organizational values and quality standards.
• Map and optimize the end-to-end customer/patient journey, including access, appointment, arrival, clinical screening, treatment, discharge, follow-up, and digital engagement.
• Lead customer/patient satisfaction improvement programs and oversee feedback systems, surveys, complaints, and resolution processes.
• Lead individual and patient liaison services, managing escalations and complex cases.
• Develop customer/patient engagement, retention, and loyalty programs, and lead communication, education, and experience personalization strategies.

Administrative Operations and Efficiency

• Oversee all administrative and front-desk functions, including registration, scheduling, medical records, call center, and patient coordination.
• Ensure efficient service flow, accurate data capture, and timely documentation.
• Standardize Standard Operating Procedures (SOPs) for admissions, discharge, referrals, and insurance coordination.
• Monitor capacity, waiting times, and service level performance.
• Define Key Performance Indicators (KPIs) for customer/patient experience and administration, such as waiting time, complaints, first-call resolution, and no-show rates.

Quality, Compliance, and Digital Integration

• Ensure 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 GRC and Clinical Quality teams on patient rights and safety standards.
• Oversee digital touchpoints, including appointment systems, customer portals, mobile apps, and CRM platforms.
• Drive automation and paperless workflows to improve access, efficiency, and satisfaction.

Team Leadership and Interdepartmental Coordination

• Lead and develop teams across reception, call center, patient relations, and administrative services.
• Ensure training in service excellence, communication, privacy, and healthcare regulations.
• Build a culture of empathy, professionalism, and accountability.
• Work closely with all departments and functions to embed experience in care delivery, ensuring consistent standards across clinical and front-line teams.
• Collaborate 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.

Required Experience

Candidates for this position must possess a minimum of 10 years of relevant experience in customer/patient experience and administrative leadership within a healthcare setting.