Manager of Customer / Patient Experience & Administration (Healthcare) QHC

Role Overview

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

Key Responsibilities

• Design and implement a customer/patient experience strategy aligned with organizational values and quality standards.
• Optimize the end-to-end customer/patient journey, including access, appointments, 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.
• Manage all administrative and front-desk functions, including registration, scheduling, medical records, call center, and patient coordination.
• Standardize Standard Operating Procedures (SOPs) for admissions, discharge, referrals, and insurance coordination, monitoring capacity and waiting times.
• Collaborate with all departments to embed experience in care delivery and ensure consistent standards across clinical and front-line teams.
• Lead patient liaison services, manage escalations, ensure clear communication, and coordinate multilingual and accessibility support.
• Develop customer/patient engagement, retention, loyalty programs, and personalization strategies.
• Ensure administrative processes comply with healthcare regulations, accreditation standards (CBAHI, JCI), and data privacy requirements.
• Oversee digital touchpoints such as appointment systems, customer portals, mobile apps, and CRM platforms, driving automation and paperless workflows.
• Define and report on KPIs for customer/patient experience and administration, using data for continuous improvement.

Team Leadership and Development

• 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 team.

Cross-Functional Coordination

• 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.
• Build and promote a patient-centric culture across the entire organization.
• Design and oversee service excellence training for all staff, both clinical and non-clinical.

Qualifications and Experience

• Candidates should possess 5-10 years of relevant experience in customer or patient experience and administrative management.
• Demonstrated ability to oversee end-to-end patient journeys and administrative operations in a healthcare setting.
• Experience with healthcare regulations, accreditation standards (CBAHI, JCI), and data privacy requirements.
• Proficiency in managing digital touchpoints and driving automation in administrative workflows.

Work Environment

This is a full-time position located in Riyadh, Riyadh, Saudi Arabia. The role involves working within a dynamic healthcare environment, collaborating with diverse clinical and operational teams to uphold high standards of patient care and administrative efficiency.