Tamheer Patient Experience Coordinator📣 Job Ad

About the Role

Bupa Arabia is seeking a Tamheer Patient Experience Coordinator to join its team in Riyadh, Saudi Arabia. This full-time role is designed for individuals with 0-1 years of experience who are committed to enhancing the patient journey and supporting efficient clinic operations. The coordinator will serve as a primary point of contact for patients, ensuring a professional and supportive environment while managing essential administrative and operational tasks.

Patient Engagement and Service Excellence

The Patient Experience Coordinator plays a crucial role in delivering exceptional patient service and engagement. Key responsibilities include:

• Greeting patients and visitors professionally, representing Bupa CareConnect values.
• Providing accurate information regarding services, policies, and processes.
• Addressing patient inquiries and concerns, escalating issues as necessary.
• Following CareConnect’s operational procedures as outlined in the manual to comply with departmental standards.
• Following up on medical requests such as medication dispensing, lab, radiology, medical information retrieval, and referrals.
• Maintaining thorough knowledge of all departments, the company's network of hospitals, products, and services to provide accurate information.
• Competently handling feedback from members and clinic staff, taking actions to resolve issues to their satisfaction with minimal intervention.
• Managing support for maternity, pediatric, and special needs medical cases.
• Resolving customer complaints and service failures without the need for further escalation.
• Ensuring proper follow-up on recovery plans and taking a lead in standardizing proposed solutions (*, Kaizens, RIM, JDI).
• Entering complaints into service escalation tools to facilitate preventive actions.

Administrative and Operational Support

This role also encompasses vital administrative and operational duties to ensure the smooth functioning of clinic services. Responsibilities include:

• Facilitating administrative tasks related to patient admissions, discharges, transfers, and release of information for continuation of care.
• Opening and maintaining patient files, ensuring all data entries comply with organizational policies.
• Processing cash, insurance, and credit invoices for outpatient services as per policy.
• Photocopying, scanning, and organizing documents required for patient services.
• Proficiently using the organization's Health Information System (HIS) for all operational needs.
• Assisting in booking appointments and managing daily schedules.
• Coordinating with medical staff to streamline outpatient services.
• Ensuring smooth operation of the front desk, handling interruptions, and completing daily tasks.
• Playing a support role for hospital staff (Insurance, Pharmacists, Lab, Radiology) and enabling coaching and training on CareConnect protocols and services.
• Respecting government laws and organizational regulations, including quality and safety protocols.
• Using equipment safely and helping maintain office supplies, including stationery and electronics.
• Supporting cleanliness, infection control, and facility safety programs.

Qualifications and Experience

Candidates for the Tamheer Patient Experience Coordinator position should meet the following requirements:

• Bachelor’s degree in healthcare or a related medical field.
• 0-1 years of relevant experience.

Location and Work Type

This is a full-time position based in Riyadh, Riyadh, Saudi Arabia. The role requires on-site presence to effectively manage patient interactions and support daily clinic operations.

Application Process

Interested candidates who meet the qualifications are encouraged to submit their application. We look forward to reviewing your credentials.