Senior Associate Patient Experience & Coordination📣 Job Ad

About the Role

Bupa Arabia is seeking a Senior Associate - Patient Experience & Coordination to join their team in Riyadh. This full-time role is based at the Smart Clinic of Bupa CareConnect and is responsible for delivering exceptional customer service as the primary point of contact for patients and visitors. The position focuses on ensuring seamless coordination between patients, medical staff, and other departments, with an emphasis on accurate documentation, operational support, and maintaining a professional environment to enhance the overall patient experience.

Patient Engagement and Customer Service

• Greet patients and visitors professionally and courteously, representing Bupa CareConnect values.
• Provide accurate information regarding services, policies, and processes.
• Address patient inquiries and concerns, escalating issues as necessary.
• Adhere to CareConnect’s operational procedures as outlined in the manual to comply with departmental standards.
• Follow up on all medical requests, including medication dispensing, lab, radiology, medical information retrieval, and referrals.
• Maintain comprehensive knowledge of all departments, the company's network of hospitals, products, and services to provide accurate information and confidently handle general queries.
• Competently manage feedback from members and clinic staff, taking all possible actions to resolve issues to their satisfaction with minimal team leader intervention.
• Provide support for maternity, pediatric, and special needs medical cases.
• Resolve customer complaints and service failures without requiring further escalation.
• Ensure proper follow-up of recovery plans and lead the standardization of proposed solutions (*, Kaizens, RIM, JDI).
• Ensure complaints are logged into service escalation tools for preventive action.

Administrative and Documentation Support

• Facilitate administrative tasks related to patient admissions, discharges, transfers, and release of information for continuity of care.
• Open and maintain patient files, ensuring all data entries comply with organizational policies.
• Process cash, insurance, and credit invoices for outpatient services in accordance with policy.
• Photocopy, scan, and organize documents required for patient services.
• Utilize the organization's Health Information System (HIS) proficiently for all operational needs.

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, managing interruptions and completing daily tasks.
• Provide support to hospital staff (Insurance, Pharmacists, Lab, Radiology, etc.) and facilitate coaching and training on CareConnect Protocol/services for clinic staff.
• Adhere to government laws and organizational regulations, including quality and safety protocols.
• Use equipment safely and assist in maintaining office supplies, including stationery and electronics.
• Support cleanliness, infection control, and facility safety programs.

Qualifications and Experience

• 0-1 year of relevant experience.

Work Environment

This is a full-time position based in Riyadh, Saudi Arabia, within the Smart Clinic of Bupa CareConnect.