Patient Experience Manager

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.

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