Head of Patient Perception

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:

• Design and oversee patient perception surveys, tools, and methods
• Analyze patient feedback and perception data to identify strengths and improvement areas
• Develop action plans based on perception trends to improve patient satisfaction and loyalty
• Collaborate with clinical and administrative departments to enhance the patient journey
• Prepare and present comprehensive perception reports to senior leadership and stakeholders
• Implement communication strategies to align staff behavior with patient expectations
• Supervise and coach team members involved in perception and feedback collection
• Support hospital accreditation and regulatory compliance related to patient experience
• Conduct training sessions to promote a patient-centric culture across the organization
• Lead initiatives to strengthen the hospital’s public image and reputation through improved perception

• Bachelor’s degree in Healthcare Administration, Public Health, Business, or related field
• 5–8 years of experience in patient experience, perception management, or service excellence
• Experience with survey tools, satisfaction metrics, and performance dashboards
• Familiarity with healthcare regulations and accreditation standards in Saudi Arabia