Patient Journey Director

4 days ago


Riyadh, Ar Riyāḑ, Saudi Arabia Omanyp Full time

Omanyp, a leading health care group in Saudi Arabia, is seeking a Patient Journey Director to lead the customer experience transformation program in Riyadh. The successful candidate will drive the patient journey across all touchpoints, enhancing patient satisfaction and loyalty, and promoting a strong brand image.

Key responsibilities include:

Key Responsibilities
  1. Patient Journey Mapping:
    • Map the patient journey to identify touchpoints and challenges.
    • Analyze patient feedback to identify improvement areas.
    • Use data-driven insights to prioritize initiatives.
  2. Customer Service Enhancement:
    • Lead initiatives to enhance customer hospitality, focusing on optimizing waiting area experiences and improving patient communication and interactions.
    • Collaborate with the Marketing team to promote enhancements.
  3. Feedback Management:
    • Develop systems for capturing and resolving patient feedback.
    • Address systemic issues by tracking complaint trends.
  4. Standardization and Quality Control:
    • Work with quality teams to ensure service delivery aligns with treatment protocols.
    • Establish customer service protocols and scripts.
  5. Performance Measurement:
    • Track key satisfaction metrics like NPS and CSAT.
    • Deliver regular reports to stakeholders.
  6. Cross-Functional Collaboration:
    • Partner with operations and other departments for seamless integration.
  7. Team Management:
    • Lead the customer experience team, fostering a culture of excellence.
    • Develop training programs to enhance team capabilities.

The ideal candidate will have 5+ years of customer experience roles, preferably in healthcare, and expertise in journey mapping and feedback management. Additionally, proficiency in CRM systems and data analysis tools, strong communication and presentation skills, and fluency in Arabic and English are required.



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