Job Description

Job Purpose

To manage the development, monitoring, and improvement of patient service performance metrics and initiatives, ensuring high standards of quality, efficiency, and patient satisfaction across the hospital.

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:

• Manage the implementation and monitoring of patient service KPIs such as waiting times, appointment access, and service response
• Analyze patient experience data to identify trends and recommend performance improvement initiatives
• Collaborate with clinical and non-clinical teams to streamline patient workflows and enhance service delivery
• Oversee the design and maintenance of patient performance dashboards and reporting tools
• Coordinate performance-related audits and ensure corrective actions are followed through
• Provide training and support to departments on using patient performance tools and methodologies
• Lead projects aimed at improving operational efficiency and patient satisfaction
• Ensure alignment of performance goals with hospital strategy and regulatory standards
• Develop periodic reports and presentations for leadership review
• Support compliance with MOH, CBAHI, and JCI patient care performance standards

Key Contacts

• Operations and IT Teams
• 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)
• Benchmarking and performance analytics vendors

Job Qualifications and Requirements

Knowledge and Experience

• 5–7 years of experience in patient experience, healthcare operations, or quality performance roles
• Knowledge of patient journey mapping, KPIs, and performance frameworks
• Experience with healthcare accreditation standards in Saudi Arabia

Education and Certifications

• Bachelor’s degree in Healthcare Administration, Quality Management, Industrial Engineering, or related field

Skills

• Strong data analysis and problem-solving skills
• Effective communication and report writing abilities
• Proficiency in Excel, Power BI, or other analytics tools
• Ability to manage cross-functional projects
• Fluency in English and Arabic are a plus
• Detail-oriented and organized with a service excellence mindset

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.