مجموعة مستشفيات السعودي الألماني تعلن عن وظيفة مدير تجربة المرضى في المدينة

Saudi German Health - Madinah Branch Hiring | Patient Experience Manager

We 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.