Manager - Patient Experience & Coordination

SupportFinity™; Riyadh Region; On-site; SAR 300,000 - 400,000; Full time

Job summary

A healthcare solutions company in the Riyadh Region is seeking a Manager - Patient Experience & Coordination. The role involves leading patient-centric services and ensuring operational excellence. The ideal candidate will have a bachelor's degree in a medical field and experience in fostering relationships while resolving complaints. This position offers the opportunity to enhance patient satisfaction and work collaboratively with diverse teams.

Qualifications

• Healthcare experience with strong interpersonal and communication skills.
• Ability to work under stress and manage interruptions effectively.
• Experience in multitasking within a healthcare setting.

Responsibilities

• Lead the delivery of exceptional patient-centred services.
• Manage clinic cases effectively and resolve customer complaints.
• Support outpatient services with medical staff coordination.

Skills

Healthcare

Patient care

Communication skills

Planning

Multicultural awareness

Education

Bachelor’s degree in a medical field (nursing or pharmacy)

Job description

Manager - Patient Experience & Coordination (Pipeline)

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Full-time

Riyadh Region

Negotiable

Advanced (5-10 yrs)

Job Description

The Patient Relationship Manager at Smart Clinic of Bupa CareConnect is responsible for leading the delivery of exceptional patient‑centred 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.

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 medication dispensing, lab, radiology, medical information retrieval and referral.
• Maintain a thorough knowledge of all departments, the company network of hospitals, products and services so that customers receive accurate information and can proceed with confidence at all times.
• Deal competently with members and clinic staff feedback, taking all possible actions to resolve issues to full satisfaction with minimal intervention from team leaders.
• Support maternity, pediatric and special‑needs medical cases.
• Solve customer complaints and service failures without the need for further escalations.
• Ensure the proper follow‑up of the recovery plan and lead standardization of proposed solutions (Kaizens, RIM, JDI).
• Enter complaints into service escalation tools 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.

Teamwork Support and Staff Management

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

Operational Excellence

• Coordinate with medical staff to streamline outpatient services.
• Ensure smooth operation of the front desk, handling interruptions and completing daily tasks.
• Support hospital staff (insurance, pharmacists, lab, and radiology) and enable coaching and training on CareConnect protocols and services for clinic staff.
• Respect government laws and organizational regulations, including quality and safety protocols.
• Use equipment safely and help maintain office supplies, including stationery and electronics.

Complaints Management

• Solve customer complaints and service failures without the need for further escalations.
• Lead the recovery plan and standardize proposed solutions (Kaizens, RIM, JDI).
• Enter complaints into service escalation tools for preventive action.

Clinic Relationship Building

• Establish excellent relationships with providers, CARE CONNECT clerks, and point‑of‑care delivery teams.
• Strengthen the image of providers before customers to boost the partnership framework.

Professional Appearance and Commitment

• Ensure the office, customer area, and personal appearance are at the highest level of cleanliness, order, and professional look.

Skills

• Healthcare, patient care, medical coordinator.
• Multicultural with interpersonal and communication skills, excellent planning.
• Maintain control and order under stressful conditions and high‑activity periods, utilizing effective and respectful communication with patients, families, and the health‑care team.
• Demonstrate effective and respectful communication with patients, families, and the healthcare team, using excellent interpersonal skills.
• Adapt to a rapidly changing environment.
• Prioritize tasks quickly and appropriately manage interruptions.
• Multi‑task with multiple requests at once.
• Complete work timely and accurately.
• Work effectively and collaboratively within a team environment.
• Commercial skills combined with a service‑focused mindset.

Education

Bachelor’s degree in a medical field such as nursing or pharmacy is highly preferred.