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, Saudi Arabia. This full-time role is central to ensuring an exceptional patient journey, serving as the primary point of contact for patients and visitors at the Smart Clinic of Bupa CareConnect. The Senior Associate will facilitate seamless coordination between patients, medical staff, and various departments, focusing on accurate documentation, operational efficiency, and maintaining a professional environment to elevate the overall patient experience.

Patient Engagement and Service Coordination

• Ensure a professional and friendly first point of contact for all patients and visitors, reflecting Bupa CareConnect values.
• Provide precise information regarding services, policies, and operational procedures.
• Address patient inquiries and concerns promptly, escalating complex issues when necessary.
• Adhere strictly to CareConnect’s operational procedures and departmental standards.
• Coordinate and follow up on medical requests, including medication dispensing, lab services, radiology, medical information retrieval, and referrals.
• Maintain comprehensive knowledge of all departments, the company's network of hospitals, products, and services to confidently provide accurate information to customers.
• Manage feedback from members and clinic staff, resolving issues to their satisfaction with minimal intervention.
• Provide dedicated support for maternity, pediatric, and special needs medical cases.
• Resolve customer complaints and service failures effectively without requiring further escalation.
• Oversee the implementation of recovery plans and lead efforts to standardize proposed solutions (*, Kaizens, RIM, JDI).
• Ensure all complaints are accurately recorded in service escalation tools to facilitate preventive actions.

Administrative and Operational Support

• Facilitate administrative tasks related to patient admissions, discharges, transfers, and the 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 according to established policies.
• Manage document handling, including photocopying, scanning, and organizing documents required for patient services.
• Utilize the organization's Health Information System (HIS) proficiently for all operational requirements.
• Assist in booking appointments and managing daily schedules efficiently.
• Coordinate with medical staff to streamline outpatient services.
• Ensure the smooth operation of the front desk, effectively handling interruptions and completing daily tasks.

Compliance and Facility Management

• Provide support to hospital staff (Insurance, Pharmacists, Lab, Radiology) and assist in coaching and training clinic staff on CareConnect protocols and services.
• Adhere to government laws and organizational regulations, including all quality and safety protocols.
• Ensure the safe use of equipment and assist in maintaining office supplies, including stationery and electronics.
• Support initiatives related to cleanliness, infection control, and facility safety programs.

Required Experience

• 0-1 years of relevant professional experience.

Work Type

This is a full-time position based in Riyadh, Saudi Arabia, contributing to Bupa Arabia's commitment to patient care and service excellence.