Director of Patient Experience & Operations

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

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