Patient Performance Specialist

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

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.