Patient Perception Specialist

Job Purpose

To support patient perception efforts by collecting, analyzing, and reporting patient feedback data, and by contributing to initiatives that enhance the hospital’s image, trust, and service satisfaction.

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:

• Assist in administering patient satisfaction and perception surveys
• Collect and compile patient feedback from multiple channels including digital tools, in-person interviews, and suggestion boxes
• Analyze feedback results to identify patterns and potential areas for service improvement
• Coordinate with relevant departments to address patient concerns or complaints
• Participate in the planning and implementation of service recovery programs
• Help prepare reports and presentations related to perception trends and KPIs
• Support awareness campaigns aimed at educating staff about patient perception and expectations
• Ensure all perception-related activities comply with regulatory and accreditation standards
• Maintain accurate records and databases of feedback and perception data
• Assist in benchmarking patient perception performance against industry standards

Key Contacts

• 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)
• External survey vendors or consultants

Job Qualifications and Requirements

Knowledge and Experience

• 1–3 years of experience in patient experience, quality, or data analysis roles within healthcare
• Familiarity with patient feedback tools and satisfaction indicators
• Understanding of healthcare systems and patient rights in Saudi Arabia

Education and Certifications

• Bachelor’s degree in Healthcare Administration, Public Health, Business, or related field

Skills

• Strong communication and interpersonal skills
• Analytical thinking and data interpretation
• Organized and detail-oriented
• Team player with the ability to work cross-functionally
• Proficient in Microsoft Excel, PowerPoint, and data visualization tools
• Fluent in English and Arabic are an advantage

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.