Patient Experience Manager

Saudi German Health - Madinah Branch Hiring | Patient Experience ManagerWe are looking for an experienced Patient Experience Manager to lead and enhance the overall patient journey, ensuring the delivery of a consistently high-quality, patient-centered experience across our healthcare services.

Key Responsibilities

• Develop and implement patient experience strategies, programs, and improvement initiatives.
• Monitor the end-to-end patient journey and identify opportunities to improve service quality and patient satisfaction.
• Analyze patient feedback, satisfaction surveys, complaints, and experience-related KPIs to identify trends and improvement areas.
• Lead initiatives to improve patient engagement, communication, and service excellence.
• Manage and oversee patient complaints and service recovery processes, ensuring timely and effective resolution.
• Collaborate with clinical, nursing, operations, and support teams to improve the overall patient experience.
• Develop and monitor Patient Experience KPIs, dashboards, and action plans.
• Conduct patient journey mapping and recommend process improvements across key touchpoints.
• Promote a strong patient-centered culture and deliver service excellence training and awareness programs.
• Ensure patient experience practices are aligned with organizational standards, regulatory requirements, and healthcare quality standards.

Requirements

• Bachelor’s degree in Healthcare Administration, Business Administration, Quality Management, or a related field.
• Minimum 5–7 years of relevant experience, preferably within hospitals or large healthcare organizations.
• Previous experience in Patient Experience, Patient Relations, Customer Experience, Service Excellence, or Healthcare Quality.
• Strong knowledge of patient satisfaction measurement, complaint management, service recovery, and patient journey improvement.
• Strong leadership, communication, stakeholder management, and analytical skills.
• Experience working closely with multidisciplinary clinical and operational teams.
• Healthcare/hospital experience is strongly preferred.If you are passionate about improving the patient journey and creating a culture of service excellence, we would be pleased to hear from you.