Job Description

Job Purpose

To lead, plan, and manage initiatives related to patient perception, including the development and execution of feedback mechanisms, satisfaction measurement, and service improvement strategies that reflect patients’ experiences and expectations.

Roles and Responsibilities

Organizational Accountabilities:

• Ensure work is performed based on approved policies, processes, procedures, and instructions
• Identify opportunities for continuous improvement of systems, processes and practices taking into account leading practices, cost reduction and productivity improvement
• Ensure day-to-day activities are properly performed in line with policies and procedures
• Follow-up on escalated cases/issues of subordinates to ensure they are closed efficiently and in a timely manner

Functional Accountabilities:

• Design and oversee patient perception surveys, tools, and methods
• Analyze patient feedback and perception data to identify strengths and improvement areas
• Develop action plans based on perception trends to improve patient satisfaction and loyalty
• Collaborate with clinical and administrative departments to enhance the patient journey
• Prepare and present comprehensive perception reports to senior leadership and stakeholders
• Implement communication strategies to align staff behavior with patient expectations
• Supervise and coach team members involved in perception and feedback collection
• Support hospital accreditation and regulatory compliance related to patient experience
• Conduct training sessions to promote a patient-centric culture across the organization
• Lead initiatives to strengthen the hospital’s public image and reputation through improved perception

Key Contacts

• Patient Perception team
• Clinical Departments (Nursing, Physicians)
• Marketing and Communications
• Quality and Patient Safety Teams
• Departments Managers
• Patients and Families
• Ministry of Health (MOH)
• Accreditation Bodies (e.g., CBAHI)
• Patient Advocacy Groups

Job Qualifications and Requirements

Knowledge and Experience

• 5–8 years of experience in patient experience, perception management, or service excellence
• Experience with survey tools, satisfaction metrics, and performance dashboards
• Familiarity with healthcare regulations and accreditation standards in Saudi Arabia

Education and Certifications

• Bachelor’s degree in Healthcare Administration, Public Health, Business, or related field

Skills

• Strong leadership and team management skills
• Excellent analytical and reporting capabilities
• Effective verbal and written communication
• Stakeholder engagement and collaboration ability
• Cultural sensitivity and customer-centered approach
• Fluency in English and Arabic preferably
• Proficiency in Microsoft Office and data analysis tools

Attitude

• Strong Work Ethic
• Dependability and Responsibility
• Possessing a Positive Attitude
• Adaptability
• Honesty and Integrity
• Self-Motivated
• Motivated to Grow and Learn
• Strong Self-Confidence

Conditions

• This job description will become effective from the date signed by the employee.
• This job description shall be subject to periodic review and may be changed at any time, in consultation with the employee.