Communication & Programs Senior Specialist
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Key skills for this role
About the Role
Dallah Health seeks a Communication & Programs Senior Specialist to lead patient experience programs and communication strategies. Requires 5-8 years in data analysis or business intelligence, preferably in healthcare.
Key Skills for This Role
Responsibilities
- Act as communication subject matter expert during severe service failures or patient grievances, drafting empathetic real time messaging
- Develop and maintain repository of SOPs and pre approved communication templates for frontline staff
- Conduct communication audit of all physical and digital patient communication touchpoints
- Design and launch patient experience programs such as PFAC, Patient Ambassador programs, Service Recovery initiatives
- Draft and deploy internal communication campaigns highlighting PX best practices and patient stories
- Create and review patient facing materials including educational brochures, digital signage, discharge instructions
- Analyze patient satisfaction survey data and translate into meaningful narratives and insights
- Establish KPIs to measure effectiveness of communication campaigns and patient programs
Requirements
- 5–8 years of experience in data analysis, performance measurement, or business intelligence — preferably in healthcare or patient experience field
- Strong analytical and statistical skills with proficiency in Excel (advanced), Power BI, Tableau, or SPSS
- Experience working with healthcare performance indicators, patient experience data, and quality improvement metrics
- Strong knowledge of CBAHI / JCI standards and MOH patient experience frameworks in Saudi Arabia
- Experience in data storytelling, dashboard development, and KPI management
- Excellent communication and presentation skills
- Bachelor’s degree in Communications, Marketing, Healthcare Administration, Public Relations, or related field (Master’s is a plus)
Full Job Posting
Organizational Accountabilities
- Act as the communication subject matter expert during severe service failures or patient grievances, drafting empathetic, real time messaging for affected patients and families.
- Develop and maintain a repository of standard operating procedures (SOPs) and pre approved communication templates for frontline staff to use during common service breakdowns.
- Communication Audit: Continuously review, map, and audit all physical and digital patient communication touchpoints to ensure consistent tone, clarity, and empathy.
- Own the functional requirements for digital patient communication tools, such as the patient portal interface text, automated WhatsApp/SMS journeys, and interactive wayfinding kiosks.
- Personally draft, edit, and oversee the graphic production of all specialized PX collateral, including 'Rights & Responsibilities' posters, patient welcome packets, and educational videos.
- Design and execute functional campaigns for internal staff to keep patient centered care at the forefront of employee culture.
Functional Accountabilities Strategic Program Management & Implementation
- Design & Launch PX Initiatives: Develop, implement, and oversee patient experience programs (e.g., Patient & Family Advisory Councils (PFAC), Patient Ambassador programs, Service Recovery initiatives, and healthcare awareness events).
- Cross Functional Collaboration: Partner with Clinical, Nursing, Quality, and Operational leaders to embed patient centered workflows and communication standards across all touchpoints.
- Project Management: Manage timelines, budgets, and resource allocation for ongoing patient experience projects and cultural transformation campaigns.
Functional Accountabilities Internal & External Communication Strategy
- Internal Culture Building: Draft and deploy internal communication campaigns (newsletters, toolkits, intranet updates) that highlight PX best practices, 'patient stories,' and celebrate staff who demonstrate exceptional care.
- Patient Facing Content: Create and review clear, empathetic, and culturally sensitive patient facing materials, including educational brochures, digital signage, discharge instructions, and wayfinding communication.
- Digital Engagement: Collaborate with the Corporate Communications/Marketing team to manage patient facing digital content, post discharge text campaigns, and patient community portals.
Functional Accountabilities Patient Feedback Analysis & Action Planning
- Data Driven Storytelling: Analyze quantitative and qualitative data from patient satisfaction surveys (e.g., Press Ganey, HCAHPS), complaints, and focus groups. Translate this data into meaningful narratives and insights for healthcare leaders.
- Program Evaluation: Establish Key Performance Indicators (KPIs) to measure the effectiveness of communication campaigns and patient programs, adjusting strategies based on performance outcomes.
Knowledge and Experience
- 5–8 years of experience in data analysis, performance measurement, or business intelligence — preferably in the healthcare or patient experience field.
- Strong analytical and statistical skills, with proficiency in tools such as Excel (advanced level), Power BI, Tableau, or SPSS.
- Experience working with healthcare performance indicators, patient experience data, and quality improvement metrics.
- Strong knowledge of CBAHI / JCI standards and MOH patient experience frameworks in Saudi Arabia.
- Experience in data storytelling, dashboard development, and KPI management.
- Excellent communication and presentation skills, capable of translating data into actionable insights.
- Attention to detail, problem solving mindset, and ability to manage multiple data projects simultaneously.
Education and Certifications
- Bachelor’s degree in Communications, Marketing, Healthcare Administration, Public Relations, or a related field. (Master’s degree is a plus).
- Certifications: Certified Patient Experience Professional (CPXP) or certifications in Change Management (e.g., Prosci) are highly desirable.
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