Director of Customer / Patient Experience & Administration (Healthcare) - QHC000

Role Overview

Director of Customer / Patient Experience & Administration at Qiddiya Investment Company, Sport Medicine Center, reporting to the Senior Sport Medicine Director.

Role Purpose

Oversee the end-to-end patient journey and all front-of-house and administrative operations across the healthcare organization. Drive service excellence, operational efficiency, and patient-centered culture while ensuring exceptional patient experience and seamless coordination between clinical and operational teams.

Key Responsibilities

Customer & Patient Experience Strategy

• Design and implement a customer and patient experience strategy aligned with organizational values and quality standards.
• Map and optimize the end-to-end customer and patient journey including access, appointment, arrival, clinical screening, treatment, discharge, follow-up, and digital engagement.
• Lead customer and patient satisfaction improvement programs.
• Oversee customer and 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.

Clinical Integration & Governance

• Work closely with all 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 & 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 and patient engagement, retention, and loyalty programs.
• Lead communication, education, and experience personalization strategies.
• Oversee customer and patient communities, athlete support programs, and long-term care relationships.

Quality, Compliance & Governance

• Ensure administrative processes comply with healthcare regulations, accreditation standards including CBAHI and 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 & Reporting

• Define KPIs for customer and patient experience and administration including waiting time, complaints, first-call resolution, and 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 & 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.

Qualifications & Experience

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

Skills & Competencies

• Patient-Centered Service Design
• Healthcare Administration & Operations
• Customer Experience (CX) Leadership
• Process Optimization & Digital Enablement
• Communication & Conflict Resolution
• Performance Management & Analytics
• Team Leadership & Culture Building
• Regulatory & Accreditation Compliance