Patient Engagement Performance Coordinator

Dm Clinical Research Group; Karachi Division; On-site; PKR 1,200,000 - 1,800,000; Full time

Job summary

Dm Clinical Research Group is seeking a detail‑driven Patient Engagement Performance Coordinator to support QA, SOP adherence, and patient communication standards within a fast‑paced healthcare and clinical research environment.

The role focuses on monitoring patient interactions, evaluating process adherence, and driving improvements in operational workflows to enhance patient experience and consistency across the department.

Qualifications

• Bachelor’s degree preferred in a related field.
• Strong verbal and written communication skills.
• Experience in patient engagement or healthcare operations is preferred.
• Proficiency with Excel/Sheets and tracking tools is desirable.

Responsibilities

• Monitor and evaluate inbound/outbound interactions for adherence to quality standards and SOPs.
• Evaluate calls and workflows against SOPs and patient communication expectations.
• Ensure compliance with documentation, privacy standards, and escalations.
• Identify trends, gaps and improvement opportunities across Patient Engagement functions.
• Maintain QA scorecards, logs, and reporting summaries; provide structured feedback and coaching.
• Assist with onboarding quality assessments and continuous performance monitoring.
• Support SOP reviews, workflow updates, and escalation investigations.
• Collaborate with leadership to improve patient communication and operational consistency.

Skills

Communication skills

Patient handling experience

Operational awareness

Attention to detail

Quality improvement

Education

Bachelor's degree in Healthcare Administration, Business, Operations, Communications, or related field

Tools

Microsoft Excel

Google Sheets

Operational tracking tools

Job description

The Patient Enrollment & Engagement team is seeking a detail oriented and operationally driven Patient Engagement Performance Coordinator to support quality assurance, workflow compliance, patient communication standards, and operational performance across the department.This role is responsible for monitoring patient interactions, evaluating process adherence, identifying performance gaps, supporting coaching opportunities, and ensuring compliance with SOPs, patient communication standards, and operational workflows to improve patient experience and operational consistency.The ideal candidate will have strong communication skills, patient handling experience, operational awareness, and the ability to maintain high quality standards in a fast paced healthcare and clinical research environment.This position plays a key role in ensuring Patient Engagement teams maintain consistent service quality, accurate documentation, professional communication standards, escalation handling, and alignment with DM operational and compliance expectations.DUTIES & RESPONSIBILITIESMonitor and evaluate inbound, outbound, scheduling, recruitment, and patient engagement interactions to ensure adherence to organizational quality standards, SOPs, workflow requirements, and patient communication protocolEvaluate calls, workflows, documentation, and escalation handling against operational standards, SOPs, and patient communication expectationsEnsure compliance with departmental workflows, documentation requirements, and patient privacy standardsIdentify trends, recurring gaps, compliance risks, and improvement opportunities across Patient Engagement functionsMaintain QA scorecards, trackers, audit logs, calibration reviews, and reporting summariesProvide structured feedback, coaching support, and quality improvement recommendations to team members and leadershipSupport onboarding quality assessments and ongoing performance monitoringEnsure proper documentation accuracy and workflow adherence across operational processesPartner with leadership teams to improve patient communication standards and operational consistencyAssist with SOP reviews, workflow updates, escalation investigations, and process improvement initiativesMaintain confidentiality and professionalism while handling patient related informationSupport continuous improvement of AI enabled patient engagement operations, ensuring accuracy of automation, workflow logic, and communication outputsKNOWLEDGE & EXPERIENCEBachelor’s degree preferred in Healthcare Administration, Business, Operations, Communications, or related field Previous experience in patient engagement, healthcare operations, scheduling, recruitment, customer support, or quality assurance preferredStrong verbal and written communication skills requiredStrong attention to detail and organizational skillsExperience handling patient communication and operational workflows preferredAbility to evaluate interactions objectively and provide constructive feedback professionallyUnderstanding of workflow compliance, documentation standards, and operational quality expectations preferredProficiency in Microsoft Excel, Google Sheets, and operational tracking tools preferredAbility to manage multiple priorities in a fast paced environmentExperience working with cross functional operational teams preferredAny exposure dealing with international clients will be preferredUnderstand the ethics of working in a professional environment, completing assigned tasks, and receiving constructive feedbackStrong experience in patient communication, including handling sensitive interactions with clarity and professionalism