Director of Customer / Patient Experience

Qiddiya Investment Company; Riyadh; On-site; SAR 300,000 - 500,000; Full time

Job summary

Qiddiya Investment Company seeks a Senior Director to lead the Customer Patient Experience & Administration function across the healthcare organization. The role drives patient-centered care, operational efficiency, and exceptional service through front-desk operations, call centers, billing support, and patient relations.

Reporting to the Senior Sport Medicine Director, you will design the CX strategy, oversee governance forums, and collaborate with Medical, Nursing, Finance, IT, and Marketing

Qualifications

• Bachelor's degree in Healthcare Administration, Business Administration, Hospitality Management, or related field.
• Master's degree preferred (MHA, MBA, Service Design, Healthcare Quality).
• 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.

Responsibilities

• Design and implement a customer patient experience strategy aligned with quality standards.
• Map and optimize end-to-end patient journey across access, appointment, intake, clinical screening, treatment, discharge and follow-up.
• Oversee administrative and front-desk functions including registration, scheduling, medical records, call center and patient coordination.
• Lead service excellence programs and governance forums for CX.
• Coordinate multilingual services and accessibility support where required.
• Build patient communities and retention programs; oversee communications and education strategies.

Skills

Patient-centric leadership

Customer experience strategy

Cross-functional collaboration

Process improvement

Communication & conflict resolution

Team leadership

Education

Bachelor's degree in Healthcare Administration, Business Administration, Hospitality Management, or related field

Master's degree preferred (MHA, MBA, Service Design, Healthcare Quality)

Tools

CRM platforms

Appointment systems

Data dashboards

Job description

The Customer Patient Experience amp Administration Director is responsible for overseeing the end-to-end patient journey and all front-of-house and administrative operations across the healthcare organization The role ensures exceptional patient experience efficient administrative processes and seamless coordination between clinical and operational teams Reporting to the Senior Sport Medicine Director this position drives service excellence operational efficiency and patient-centered culture across registration call centers billing support and customer relations

Key Responsibilities

b Customer Patient Experience Strategy 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 access appointment arrival clinical screening treatment discharge and follow-up and digital engagement Lead customer patient satisfaction improvement programs Oversee customer patient feedback systems surveys complaints and resolution processes Administrative Operations Oversee all administrative and front-desk functions including registration scheduling medical records call center and patient coordination Ensure efficient services flow accurate data capture and timely documentation Standardize SOPs for admissions discharge referrals and insurance coordination Monitor capacity waiting times and service level performance Integration with Clinical Rehab amp Performance Work closely with all the departments and functions to ensure experience is embedded in care delivery Ensure consistent experience standards across physicians therapists coaches nurses and front-line teams Lead interdisciplinary experience governance forums Customer Patient Engagement amp Communication Lead individual and patient liaison services and manage escalations and complex cases Ensure clear compassionate communication with individuals patients and families Coordinate multilingual services and accessibility support where required Develop customer patient engagement retention and loyalty programs Lead communication education and experience personalization strategies Oversee customer patient communities athlete support programs and long-term care relationships Quality Compliance amp Governance 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 Digital Customer Patient Experience Oversee digital touchpoints including appointment systems customer portals mobile apps and CRM platforms Drive automation and paperless workflows to improve access efficiency and satisfaction Performance Management amp Reporting Define KPIs for customer patient experience and administration waiting time complaints first-call resolution no-show rate Develop dashboards and reports for the senior sport medicine director and executive leadership Use data to drive continuous improvement initiatives Team Leadership amp Development 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 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 a patient-centric culture across the organization Design and oversee service excellence training for all staff clinical and non-clinical Bachelor's degree in Healthcare Administration, Business Administration, Hospitality Management, or related field. Master's degree preferred (MHA, MBA, Service Design, Healthcare Quality).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.Core CompetenciesPatient-Centered Service DesignHealthcare Administration & OperationsCustomer Experience (CX) LeadershipProcess Optimization & Digital EnablementCommunication & Conflict ResolutionPerformance Management & AnalyticsTeam Leadership & Culture BuildingRegulatory & Accreditation Compliance