Roles & Responsibilities

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 Key Accountabilities Areas Key Activities 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

Desired Candidate Profile

Key Contacts Key Internal Stakeholders Key External Stakeholders

Operations and IT Teams

Clinical Departments (Nursing, Physicians)

Marketing and Communications

Quality and Patient Safety Teams

All staff

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.

Company Industry

Medical / Healthcare / Diagnostics / Medical Devices

Department / Functional Area

Administration