Job Description

Job Purpose

To support the measurement, monitoring, and continuous improvement of patient service performance metrics across the hospital, contributing to high-quality, patient-centered care.

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:

• Collect and compile data on patient service performance indicators such as waiting times, appointment delays, and service responsiveness
• Assist in maintaining and updating performance dashboards and reporting tools
• Participate in the analysis of patient satisfaction and operational data to identify service gaps and improvement opportunities
• Collaborate with departments to implement patient service improvement initiatives
• Ensure accurate documentation and reporting of performance metrics in line with regulatory and accreditation standards
• Coordinate periodic performance reviews and provide administrative support for performance-related meetings
• Assist in tracking action plans and follow-up items resulting from performance assessments
• Help ensure alignment of departmental performance targets with hospital-wide patient experience objectives
• Support awareness and training activities related to performance improvement processes
• Contribute to internal audit preparations and compliance with MOH, CBAHI, or JCI standards

Key Contacts

Key Internal Stakeholders

• Operations and IT Teams
• Clinical Departments (Nursing, Physicians)
• Marketing and Communications
• Quality and Patient Safety Teams
• All staff

Key External Stakeholders

• Patients and Families
• Ministry of Health (MOH)
• Accreditation Bodies (e.g., CBAHI)
• Benchmarking and performance analytics vendors

Job Qualifications and Requirements

Knowledge and Experience

• 1–3 years of experience in healthcare quality, performance improvement, or patient experience
• Familiarity with healthcare KPIs, quality frameworks, and patient journey mapping
• Awareness of Saudi healthcare system and regulatory requirements

Education and Certifications

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

Skills

• Strong data handling and analytical skills
• Ability to use Excel, Power BI, or similar tools for tracking and reporting
• Clear communication and presentation skills
• Attention to detail and organizational efficiency
• Fluency in English and Arabic are preferred
• Team-oriented with a proactive attitude toward service enhancement

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.