Director, Patient Experience & Administrative Operations

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

Job summary

Qiddiya is seeking a Director of Customer / Patient Experience & Administration to oversee the end-to-end patient journey and all front-of-house operations across the Sport Medicine Center. You will drive service excellence, optimize administrative processes, and coordinate between clinical and operational teams to deliver a patient-centered experience.

The role reports to the Senior Sport Medicine Director and requires leadership across registration, call centers, scheduling, billing support,

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 organizational values and quality standards.
• Map and optimize the end-to-end customer / patient journey across 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.
• 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; drive service excellence across departments.
• Work closely with Medical, Nursing, Finance, IT, and Marketing to embed experience in care delivery and support expansion.
• Lead cross-functional governance forums and develop patient engagement, retention, and loyalty programs.

Skills

CX Leadership

Healthcare Administration

Operations Management

Process Optimization

Digital Enablement

Communication

Analytics

Team Leadership

Education

Bachelor’s in Healthcare Administration or related field

Master’s degree preferred (MHA/MBA/Service Design)

Tools

CRM platforms

Digital engagement tools

Job description

Qiddiya is seeking a Director of Customer / Patient Experience & Administration to oversee the end-to-end patient journey and all front-of-house operations across the Sport Medicine Center. You will drive service excellence, optimize administrative processes, and coordinate between clinical and operational teams to deliver a patient-centered experience.

The role reports to the Senior Sport Medicine Director and requires leadership across registration, call centers, scheduling, billing support,