Patient Engagement Performance Coordinator (4188)

Dm Clinical Research Group; Karachi Division; On-site; PKR 900,000 - 1,300,000; Full time

Job summary

Dm Clinical Research Group seeks a Patient Engagement Performance Coordinator to support QA, SOP adherence, and patient communications within a fast-paced healthcare and clinical research setting. You will monitor interactions, identify gaps, and drive improvements across the department.

The role emphasizes accurate documentation, professional communication, escalation handling, and alignment with operational and compliance expectations.

Qualifications

• Bachelor's degree in Healthcare Administration, Business, Operations, Communications, or related field preferred.
• Experience in patient engagement, healthcare operations, scheduling, recruitment, customer support, or quality assurance preferred.
• Strong verbal and written communication skills required.
• Strong attention to detail and organizational skills.
• Experience handling patient communication and operational workflows preferred.
• Ability to evaluate interactions objectively and provide constructive feedback professionally.
• Understanding of workflow compliance, documentation standards, and operational quality expectations preferred.
• Proficiency in Microsoft Excel, Google Sheets, and operational tracking tools preferred.
• Ability to manage multiple priorities in a fast paced environment.
• Experience working with cross functional operational teams preferred.
• Exposure dealing with international clients preferred.
• Understand ethics of working in a professional environment, completing tasks, and receiving feedback.
• Strong experience in patient communication, including handling sensitive interactions with clarity and professionalism.

Responsibilities

• Monitor and evaluate patient engagement interactions to ensure adherence to quality standards and SOPs.
• Evaluate calls, workflows, and documentation against standards and patient expectations.
• Ensure compliance with workflows, documentation, and patient privacy.
• Identify trends, gaps, and improvement opportunities across Patient Engagement functions.
• Maintain QA scorecards, trackers, audit logs, and reporting summaries.
• Provide feedback, coaching, and quality improvement recommendations to teams.
• Support onboarding quality assessments and ongoing performance monitoring.
• Ensure documentation accuracy and workflow adherence across processes.
• Partner with leadership to improve patient communication standards and operational consistency.
• Assist with SOP reviews, workflow updates, escalation investigations, and process improvements.
• Maintain confidentiality and professionalism with patient information.
• Support continuous improvement of AI-enabled patient engagement operations.

Skills

Communication skills

Attention to detail

Organizational skills

Cross-functional collaboration

Patient engagement experience

Education

Bachelor's degree

Tools

Microsoft Excel

Google Sheets

Operational tracking tools

Job description

Job DetailsJob Location: Corporate - Karachi (KHI) - Karachi, Sindh 75600The 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 & RESPONSIBILITIES

• Monitor and evaluate inbound, outbound, scheduling, recruitment, and patient engagement interactions to ensure adherence to organizational quality standards, SOPs, workflow requirements, and patient communication protocol


• Evaluate calls, workflows, documentation, and escalation handling against operational standards, SOPs, and patient communication expectations


• Ensure compliance with departmental workflows, documentation requirements, and patient privacy standards


• Identify trends, recurring gaps, compliance risks, and improvement opportunities across Patient Engagement functions


• Maintain QA scorecards, trackers, audit logs, calibration reviews, and reporting summaries


• Provide structured feedback, coaching support, and quality improvement recommendations to team members and leadership


• Support onboarding quality assessments and ongoing performance monitoring


• Ensure proper documentation accuracy and workflow adherence across operational processes


• Partner with leadership teams to improve patient communication standards and operational consistency


• Assist with SOP reviews, workflow updates, escalation investigations, and process improvement initiatives


• Maintain confidentiality and professionalism while handling patient related information


• Support continuous improvement of AI enabled patient engagement operations, ensuring accuracy of automation, workflow logic, and communication outputs

KNOWLEDGE & EXPERIENCE

• Bachelor'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 preferred


• Strong verbal and written communication skills required


• Strong attention to detail and organizational skills


• Experience handling patient communication and operational workflows preferred


• Ability to evaluate interactions objectively and provide constructive feedback professionally


• Understanding of workflow compliance, documentation standards, and operational quality expectations preferred


• Proficiency in Microsoft Excel, Google Sheets, and operational tracking tools preferred


• Ability to manage multiple priorities in a fast paced environment


• Experience working with cross functional operational teams preferred


• Any exposure dealing with international clients will be preferred


• Understand the ethics of working in a professional environment, completing assigned tasks, and receiving constructive feedback


• Strong experience in patient communication, including handling sensitive interactions with clarity and professionalism