Manager - Patient Experience & Coordination (Pipeline)

BUPA Arabia; Riyadh; On-site; SAR 167,400 - 223,200; Full time

Job summary

A leading healthcare provider in Riyadh seeks a Patient Relationship Manager to enhance patient experience through exceptional service delivery. This role involves leading the clinic team, managing patient inquiries, and resolving complaints. The ideal candidate should have strong customer service skills and experience in healthcare settings. Responsibilities include overseeing patient interactions, maintaining clinic standards, and working collaboratively with the medical team. This position offers a unique opportunity to shape the quality of patient care.

Qualifications

• Experience in customer service roles, preferably in healthcare.
• Ability to manage patient inquiries and complaints efficiently.
• Knowledge in administrative processes related to patient services.

Responsibilities

• Lead the delivery of patient-centered services and operational standards.
• Manage patient interactions and ensure smooth coordination across teams.
• Resolve customer complaints and improve service efficiency.

Skills

Strong customer service skills

Effective communication

Problem-solving

Teamwork

Job description

Role Purpose:

The Patient Relationship Manager at Smart Clinic of Bupa CareConnect is responsible for leading the delivery of exceptional patient-centered services and ensuring compliance with operational excellence standards. This role oversees the effective management of clinic cases, develops and nurtures positive relationships with patients, resolves customer complaints, and ensures smooth coordination across teams. By maintaining a professional image and fostering a culture of excellence, the manager plays a critical role in enhancing the overall patient and stakeholder experience.

Key Accountabilities:

1-Patient Engagement and Customer Service:

• Greet patients and visitors in a professional and friendly manner, representing Bupa CareConnect values.
• Provide accurate information about services, policies, and processes.
• Address patient inquiries and concerns, escalating issues as necessary.
• Follow CareConnect’s operational procedures as outlined in the manual to comply with the department’s procedures and standards.
• Follow up on all Medical requests such as but not limited to, medication dispensing, lab, radiology, medical Information retrival and referal etc.
• Maintain a thorough knowledge of all departments, our company network of hospitals, products and services so that customers are provided accurate information on it’s provider and proceed general queries with confidence at all times.
• Deal competently with members, Clinic staff feedback and take all possible actions to resolve the issues to their fullest satisfaction with minimal intervention of team leaders.
• Manage to support maternity, pediatric and special needs medical cases.
• Solve the customer comlaints / service failure without the need of further escalations
• Ensure the proper follow up of the recovery plan / take a lead to standardize the porposed solutions (Kaizens, RIM, JDI...etc)
• Ensure that the complaints are entered into the service esclation tools so as to take preventive actions.
• Commit to patient confidentiality and always maintain patient records.
• Answer questions, handle interruptions, and attend to patient concerns during daily tasks.

2-Teamwork Support and Staff Management:

• Work effectively both individually and as part of a team to achieve both individual and department goals and objectives
• Plan and coordinate section procedures and systems, devising ways to streamline processes.
• Strive consistently to promote a positive team spirit
• Contribute to the team positively.
• Assess staff performance and provide coaching and guidance to ensure maximum efficiency.

3-Operational Excellence:

• Coordinate with medical staff to streamline outpatient services.
• Ensure smooth operation of the front desk, handling interruptions and completing daily tasks.
• Play a support role for the hospital staff (Insurance, Pharmacists, Lab, and Radiology ..etc) and enable coaching and training on CareConnect Protocol / services to the clinc’s staff.
• Respect government laws and organizational regulations, including quality and safety protocols.
• Use equipment safely and help maintain office supplies, including stationary and electronics

4-Complaints Management:

• Solve the customer comlaints / Service Failure without the need of further escalations
• Ensure the proper follow up of the recovery plan / take a lead to standrize the porposed solutions ( Kaizens , RIM ,JDI ..etc )
• Ensure that the complaints are entered into the Service esclation tools so as to take preventive actions

5-Clinic Relationship Building:

• To establish excellent relationships with the providers, CARE CONNECT Clerks and Point of Care delivery teams
• To ensure that the image of the providers in front of the customers is strenghtened giving further booset to the partnership framework

6-Professional appearance and commitment:

• To ensure the office, customer area and their personal appearance is at the highest level of cleanliness, order and professional look.