Patient Experience Coordinator

BUPA Arabia; Riyadh; On-site; SAR 48,000 - 120,000; Full time

Job summary

A leading healthcare company in Riyadh is seeking a Patient Engagement and Customer Service professional to enhance patient interactions and streamline operational support. The ideal candidate will have strong customer service and communication skills, handle patient inquiries efficiently, and support healthcare staff in administrative tasks. This role ensures compliance with procedures and fosters a positive experience for patients and visitors. Join a dedicated team to contribute to quality care and operational excellence.

Qualifications

• Experience in patient engagement and customer service in a healthcare setting.
• Ability to handle patient inquiries and complaints efficiently.
• Familiarity with administrative tasks related to admissions and discharges.

Responsibilities

• Greet patients and represent company values professionally.
• Provide accurate information about services and address inquiries.
• Assist in managing appointments and coordinate with medical staff.

Skills

Customer service skills

Communication skills

Problem-solving skills

Knowledge of healthcare procedures

Tools

Health Information System (HIS)

Job description

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 retrieval and referral 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 complaints / service failure without the need of further escalations
• Ensure the proper follow up of the recovery plan / take a lead to standardize the proposed solutions (Kaizens, RIM, JDI...etc.)
• Ensure that the complaints are entered into the service escalation tools so as to take preventive actions

2- Administrative and Documentation Support

• Facilitate administrative task related admissions, discharges and transfers of patients and release of information for continuation of care.
• Open and maintain patient files, ensuring all data entries comply with organizational policies.
• Process cash, insurance, and credit invoices for outpatient services as per policy.
• Photocopy, scan, and organize documents required for patient services.
• Proficiently use the organization's HIS (Health Information System) for all operational needs.

3- Operational Excellence

• Assist in booking appointments and managing daily schedules.
• 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 clinic’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.
• Support cleanliness, infection control, and facility safety programs.