Patient Relationship Manager

Bupa Arabia; Riyadh; On-site; SAR 150,000 - 200,000; Full time

Job summary

Bupa Arabia is seeking a Patient Relationship Manager who will enhance the patient experience through exceptional service and operational excellence. In this role, you will manage clinic cases, address patient needs, and promote teamwork within the clinic. Required qualifications include a BS degree in medical fields and 2-5 years of experience in a healthcare environment. The position is based in Riyadh, Saudi Arabia, offering a rewarding opportunity to contribute to patient care excellence.

Qualifications

• Min: 2 years, Max: 5 years of experience in healthcare.
• Highly preferred: BS degree in medical fields such as nursing or pharmacy.

Responsibilities

• Lead delivery of patient-centred services and ensure operational compliance.
• Manage clinic cases and improve patient relationships.
• Coordinate with medical staff and maintain patient records.

Skills

Healthcare

Patient care

Medical coordination

Multicultural interpersonal skills

Communication skills

Planning

Teamwork

Service-focused mindset

Education

BS degree in medical fields (nursing or pharmacy preferred)

Job description

# Patient Relationship Manager (pipeline)

#### 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 standards. Follow up on all medical requests such as medication dispensing, lab, radiology, medical information retrieval, and referrals. Maintain thorough knowledge of all departments, our network of hospitals, products, and services to provide accurate information and handle general queries confidently. Deal competently with members and clinic staff feedback, taking all possible actions to resolve issues to their fullest satisfaction with minimal intervention. Support maternity, pediatric, and special needs medical cases. Resolve customer complaints and service failures without escalation. Ensure proper follow-up of recovery plans and standardize proposed solutions (Kaizens, RIM, JDI, etc.). Enter complaints into service escalation tools to enable preventive actions. Commit to patient confidentiality and maintain patient records diligently. Address questions, interruptions, and patient concerns during daily tasks.

Teamwork Support and Staff Management

Work effectively both independently and as part of a team to achieve departmental goals. Plan and coordinate procedures and systems, seeking ways to streamline processes. Promote a positive team spirit and contribute constructively. Assess staff performance, providing coaching and guidance to ensure efficiency.

Operational Excellence

Coordinate with medical staff to streamline outpatient services. Ensure smooth front desk operations, handling interruptions and completing daily tasks. Support hospital staff (insurance, pharmacists, labs, radiology, etc.) and provide coaching/training on CareConnect protocols and services. Adhere to government laws and organizational regulations, including quality and safety protocols. Use equipment safely and help maintain office supplies such as stationery and electronics.

Complaints Management

Resolve customer complaints and service failures without escalation. Follow up on recovery plans and standardize solutions (Kaizens, RIM, JDI, etc.). Record complaints in escalation tools for preventive actions.

Clinic Relationship Building

Establish excellent relationships with providers, CareConnect clerks, and point-of-care teams. Strengthen the provider's image in front of customers to enhance partnership frameworks.

Professional Appearance and Commitment

Ensure the office, customer areas, and personal appearance are maintained at the highest standards of cleanliness, order, and professionalism.

#### Skills

Healthcare, patient care, medical coordination, multicultural interpersonal and communication skills, excellent planning, control, and order management under stressful conditions. Effective and respectful communication with patients, families, and healthcare teams. Adaptability to changing environments, prioritization, multi-tasking, timely and accurate work, teamwork, and a service-focused mindset.

#### Education

BS degree in medical fields such as nursing or pharmacy is highly preferred.

#### Job Location

Riyadh, Saudi Arabia

#### Job Role

Medical, Healthcare, and Nursing

#### Years of Experience

Min: 2, Max: 5

Khobar, Saudi Arabia

#### Career Level / Band

Middle Management

This role entails regional leadership in delivering patient-centered services and clinical excellence.