Patient Experience and Operational Analytics Coordinator

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

Job summary

A leading healthcare provider in Jeddah is seeking a Patient Experience & Operational Analytics Coordinator. This role involves analyzing patient and operational data to improve clinic performance and patient experience. You will collect and validate data, develop dashboards, and support continuous improvement initiatives. Strong analytical skills and the ability to collaborate with various teams are essential. This position offers a chance to drive data-driven enhancements in a dynamic healthcare environment.

Qualifications

• Experience in data analysis and reporting.
• Ability to translate data into actionable insights.
• Knowledge of key performance indicators in healthcare.

Responsibilities

• Collect and analyze operational data to support decision-making.
• Develop and maintain performance reports and dashboards.
• Promote operational improvements through data insights.

Skills

Data analysis

Operational insights

KPI monitoring

Data validation

Collaboration

Job description

Role Purpose

The Patient Experience & Operational Analytics Coordinator at Smart Clinic of Bupa CareConnect is to support Smart Clinic operations by transforming operational and patient-journey data into structured reports, dashboards, and actionable insights that enable effective decision-making, performance monitoring, and continuous improvement in patient experience and service delivery.

Key Accountabilities

Operational Analytics & Insights

• Collect, validate, and consolidate operational and patient experience data from multiple clinic systems.
• Analyze operational, patient flow, and service performance data across Smart Clinic touchpoints.
• Monitor and track key KPIs including waiting times, throughput, utilization, service recovery, and escalation trends.
• Develop and maintain operational dashboards and periodic performance reports.
• Identify trends, risks, and performance gaps, and translate findings into practical operational insights.
• Support clinic leadership with data-driven recommendations to enhance patient experience and efficiency.
• Ensure accuracy and integrity of data sourced from HIS, QMS, appointment, and escalation systems.
• Track complaints and service recovery data to support preventive and improvement actions.
• Coordinate with clinic teams, Patient Experience, Operations, and Command Center teams to align data insights with operational actions.
• Contribute to continuous improvement programs using structured data analysis.

Performance Reporting, Data Coordination & System Support

• Coordinate the collection of operational and patient experience data from clinic teams and systems.
• Validate data completeness and accuracy across HIS, QMS, appointment, and escalation tools.
• Support the preparation and distribution of routine operational and performance reports.
• Maintain structured data logs related to patient flow, waiting times, cancellations, and escalations.
• Support system utilization compliance by ensuring correct data entry and basic reporting practices.
• Act as a focal point between clinic operations and Command Center / MIS teams for data-related queries.
• Support documentation, version control, and standardization of reporting templates and trackers.
• Assist in tracking action items and improvement initiatives linked to performance insights.

Performance-Led Operational Excellence & Compliance

• Monitor operational performance indicators to ensure adherence to approved clinic workflows and service standards.
• Use data insights to highlight operational deviations, risks, and non-compliance trends.
• Support clinic teams in implementing corrective actions and service improvement initiatives.
• Track the effectiveness of improvement actions and report progress against agreed targets.
• Support audit readiness by ensuring operational data, reports, and trackers are complete and available.
• Coordinate with Patient Experience, Operations, and Command Center teams to align performance outcomes with service expectations.
• Promote consistent use of systems, reporting tools, and standard operating procedures across clinic operations.
• Contribute to continuous improvement initiatives by providing performance monitoring and outcome tracking.