Director of Customer / Patient Experience & Administration (Healthcare) - QHC000
Job Title: Director of Customer / Patient Experience & Administration
Department: Sport Medicine Center
Reports To: Senior Sport Medicine Director
Role Summary
The Customer / Patient Experience & 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, scheduling, billing support, and customer relations.
Key Responsibilities
1. 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.
2. 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.
3. Integration with Clinical, Rehab & 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.
4. 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 /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.
4. Quality, Compliance & 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.
5. 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.
6. Performance Management & 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.
7. 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.
8. 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
- 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 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
As published by workable
First name, Last name, Email, Phone, Address, Highest Education Level, Please confirm your nationality, Do you, or any immediate family member or close personal associate, have any actual, potential, or perceived conflict of interest in relation to QIC, arising from personal relationships, financial interests, or external employment, business activities, or services, that could reasonably be perceived as influencing your independence, objectivity, or decision-making if employed by QIC?, Are you currently or have you ever worked directly for PIF or one of its affiliated companies?, Current Location, Expected Salary, Current monthly salary, Nationality Field, Education, Experience, Summary, Resume, Years of relevant experience, Are you currently involved or working directly for Qiddiya either through a delivery partner or as a consultant?, By proceeding, I acknowledge that I have read the Privacy Notice https://qiddiya.com/en/careers/career-privacy-notice/ and consent to the use of my personal data provided in my job application for the purpose of conducting the recruitment process with Qiddiya Investment Company. I confirm that all information submitted as part of my job application is complete, accurate, and true to the best of my knowledge. I understand that providing false, misleading, or incomplete information at any stage of the application or profile creation process may result in the rejection of my application. I further acknowledge and agree that Qiddiya Investment Company may verify the information I have provided, either directly or through authorized third parties., I hereby confirm that I have never had any criminal conviction, an arrest or charge for which I am currently on or awaiting trial