Director, Patient Experience & Administrative Operations

Qiddiya Investment Company; Riyadh; On-site; SAR 600,000 - 1,200,000; Full time

Job summary

Qiddiya Investment Company is seeking a Director of Customer / Patient Experience & Administration to oversee the end-to-end patient journey and front-of-house operations. You will lead strategies for patient engagement, administrative excellence, and service governance across registration, scheduling, billing support, and customer relations.

The role partners with clinical and operational teams to ensure a patient-centered culture, data-driven improvements, and multilingual engagement where

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.

Responsibilities

• 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.
• Oversee all administrative and front-desk functions including registration, scheduling, medical records, call center, and patient coordination.
• Standardize SOPs for admissions, discharge, referrals, and insurance coordination.
• Monitor capacity, waiting times, and service level performance.
• Work closely with Medical, Nursing, Finance, IT, and Marketing teams to ensure experience is embedded in care delivery.

Skills

CX Leadership

Leadership

Communication

Process Optimization

Digital Enablement

Team Development

Education

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

Master’s degree (preferred)

Tools

CRM platforms

Appointment systems

Mobile apps

Job description

Qiddiya Investment Company is seeking a Director of Customer / Patient Experience & Administration to oversee the end-to-end patient journey and front-of-house operations. You will lead strategies for patient engagement, administrative excellence, and service governance across registration, scheduling, billing support, and customer relations.

The role partners with clinical and operational teams to ensure a patient-centered culture, data-driven improvements, and multilingual engagement where