Senior Associate Patient Experience & Coordination📣 Job Ad

About Bupa Arabia and 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, focusing on delivering exceptional customer service and serving as the primary point of contact for patients and visitors.

Role Purpose and Contribution

The Senior Associate plays a critical role in ensuring seamless coordination between patients, medical staff, and various departments. This position is responsible for accurate documentation, providing essential operational support, and maintaining a professional environment to significantly enhance the overall patient experience within Bupa CareConnect.

Key Responsibilities

• Greet patients and visitors professionally, representing Bupa CareConnect values, and providing accurate information on services, policies, and processes.
• Address patient inquiries and concerns, escalating issues as necessary, and resolving customer complaints without further escalation.
• 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.
• Manage support for maternity, pediatric, and special needs medical cases.
• Assist in booking appointments and managing daily schedules, coordinating with medical staff to streamline outpatient services.
• Ensure smooth front desk operations, handling interruptions and completing daily tasks efficiently.
• Support hospital staff (Insurance, Pharmacists, Lab, Radiology) and provide coaching/training on CareConnect protocols/services to clinic staff.
• Adhere to government laws and organizational regulations, including quality and safety protocols.
• Support cleanliness, infection control, and facility safety programs.

Administrative and Documentation Duties

• Facilitate administrative tasks related to patient admissions, discharges, transfers, 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 Health Information System (HIS) for all operational needs.

Qualifications and Experience

Candidates for this full-time position should possess 0-1 years of relevant experience. The role requires a commitment to customer service excellence and the ability to manage diverse administrative and coordination tasks effectively within a healthcare setting.

Work Environment and Operational Standards

The Senior Associate will operate within a dynamic clinic environment, upholding CareConnect’s operational procedures and departmental standards. This includes ensuring the safe use of equipment and contributing to the maintenance of office supplies, while also taking a lead in standardizing proposed solutions and ensuring complaints are entered into service escalation tools for preventive actions.