Head of Patient Performance

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:

• Manage the implementation and monitoring of patient service KPIs such as waiting times, appointment access, and service response
• Analyze patient experience data to identify trends and recommend performance improvement initiatives
• Collaborate with clinical and non-clinical teams to streamline patient workflows and enhance service delivery
• Oversee the design and maintenance of patient performance dashboards and reporting tools
• Coordinate performance-related audits and ensure corrective actions are followed through
• Provide training and support to departments on using patient performance tools and methodologies
• Lead projects aimed at improving operational efficiency and patient satisfaction
• Ensure alignment of performance goals with hospital strategy and regulatory standards
• Develop periodic reports and presentations for leadership review
• Support compliance with MOH, CBAHI, and JCI patient care performance standards

• Bachelor’s degree in Healthcare Administration, Quality Management, Industrial Engineering, or related field
• 5–7 years of experience in patient experience, healthcare operations, or quality performance roles
• Knowledge of patient journey mapping, KPIs, and performance frameworks
• Experience with healthcare accreditation standards in Saudi Arabia