Director of Customer / Patient Experience & Administration (Healthcare)

Job description

Director of Customer/Patient Experience and Administration Department: Fold Center Reports to: Senior Fold Manager Role Summary The Director of Customer/Patient Experience and Administration is responsible for overseeing the end-to-end patient journey and all front-end and administrative processes across the healthcare organization. The role ensures an exceptional patient experience, efficient administrative processes and seamless coordination between the clinical and operational teams. Reporting to the Senior Fold Manager, this position drives service excellence, operational efficiency, and patient-focused culture across registration, call centers, scheduling, billing support, and customer relations. Key Responsibilities 1. Customer/Patient Experience Strategy • Design and implement a customer/patient experience strategy aligned with organizational values and quality standards. • Mapping and improving the end-to-end client/patient journey (arrival, appointment, access, clinical examination, treatment, discharge, follow-up, and digital engagement). • Lead customer/patient satisfaction improvement programs. • Oversee customer/patient feedback systems, surveys, complaints, and resolution processes. 2. Administrative Operations • Oversee all administrative and front desk functions including registration and scheduling, medical records, call center, and coordination with patients. • Ensure efficient flow of services, accurate data capture, and timely documentation. • Standardize standard operating procedures for admissions, discharges, referrals and insurance coordination. • Monitoring capacities, waiting times and service level performance. 3. Integration with clinical treatment, rehabilitation and performance • Work closely with all departments and functions to ensure that expertise in care delivery is included. • Ensure consistent standards of expertise across physicians, therapists, coaches, nurses, and front-line teams. • Leading governance forums with multidisciplinary expertise. 4. Client/Patient Engagement and Communication • Lead individual and patient communication services and manage escalations and complex cases. • Ensure clear and compassionate communication with individuals, patients and families. • Coordinate multilingual services and support accessibility where appropriate. • Develop customer/patient engagement, retention, and loyalty programs. • Lead communications, education and experience personalization strategies. • Oversee client/patient communities, athlete support programs, and long-term care relationships. Quality, Compliance and Governance • Ensure that administrative processes comply with healthcare systems, accreditation standards (CBAHI, JCI), and data privacy requirements. • Perform quality assurance audits for customer experience and administrative services. • Collaborate with the Gulf Research Center and clinical quality teams on patient rights and safety standards. 5. Digital Customer/Patient Experience • Oversee digital touchpoints including appointment systems, customer portals, mobile applications, and CRM platforms. • Drive automation and paperless workflow to improve access, efficiency and satisfaction. 6. Performance Management and Reporting • Define KPIs for customer/patient experience and management (wait time, complaints, first call resolution, no-show rate). • Develop dashboards and reports for senior fold managers and executive leadership. • Using BI To drive continuous improvement initiatives. 7. Team Leadership and Development • Lead and develop teams across reception, call centre, patient relations and administrative services. • Ensure training in service excellence, communications, privacy, and healthcare systems. • Build a culture of empathy, professionalism, and accountability. 8. Cross-Functional Coordination • Work closely with the Medical, Nursing, Finance (RCM), IT, and Marketing teams to ensure a smooth patient journey. • Support service line expansion, new clinic openings, and operational readiness from a patient experience perspective. • Build a patient-centered culture throughout the organization. • Design and supervise service excellence training for all staff (clinical and non-clinical)

Requirements

• Ensure that administrative processes comply with healthcare systems, accreditation standards (CBAHI, JCI), and data privacy requirements.
• Using BI To drive continuous improvement initiatives.

Skills