Senior Associate – Patient Experience & Coordination
Join to apply for the Senior Associate – Patient Experience & Coordination role at Bupa Arabia .
Role Purpose
The Receptionist at Smart Clinic of Bupa CareConnect is responsible for delivering exceptional customer service by being the first point of contact for patients and visitors. This role ensures seamless coordination between patients, medical staff, and other departments, with a focus on accurate documentation, operational support, and a professional environment that enhances the overall patient experience.
Key Accountabilities
- Patient Engagement and Customer Service
Greet patients and visitors in a professional and friendly manner, representing Bupa CareConnect values.
Provide accurate information about services, policies, and processes.Address patient inquiries and concerns, escalating issues as necessary.Follow CareConnect’s operational procedures as outlined in the manual to comply with department standards.Follow up on all medical requests such as medication dispensing, lab, radiology, medical information retrieval and referral.Maintain thorough knowledge of all departments, hospitals, products and services to provide accurate information and handle general queries confidently.Deal competently with members, clinic staff feedback, and take actions to resolve issues to full satisfaction with minimal intervention of team leaders.Support maternity, pediatric, and special needs medical cases.Solve customer complaints and service failures without further escalations.Ensure proper follow‑up of recovery plans and lead standardization of proposed solutions (Kaizens, RIM, JDI).Ensure that complaints are entered into the service escalation tools for preventive action.Administrative and Documentation SupportFacilitate administrative tasks related to admissions, discharges, transfers, and release of information for continuation of care.
Open and maintain patient files, ensuring 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 HIS (Health Information System) for all operational needs.Operational ExcellenceAssist in booking appointments and managing daily schedules.
Coordinate with medical staff to streamline outpatient services.Ensure smooth operation of the front desk, handling interruptions and completing daily tasks.Play a support role for hospital staff (Insurance, Pharmacists, Lab, Radiology, etc.) and enable coaching and training on CareConnect protocol and services to clinic staff.Respect government laws and organizational regulations, including quality and safety protocols.Use equipment safely and help maintain office supplies, including stationery and electronics.Support cleanliness, infection control, and facility safety programs.Skills
Experience in healthcare service or related area.Healthcare, patient care, medical coordinator.Multi‑cultural with interpersonal and communication skills, excellent planning.Maintain control and order under stressful conditions and periods of high unit activity, while utilizing effective and respectful communication with patients, families, and the healthcare team.Demonstrate effective and respectful communication with patients, families, and the healthcare team, using excellent interpersonal skills.Ability to adapt to a rapidly changing environment.Ability to quickly and appropriately prioritize tasks and manage interruptions.Complete work in a timely and accurate manner.Work effectively and collaboratively within a team environment.Commercial skills in combination with service‑focused mindset.Education
Bachelor’s degree in healthcare or medical field (nursing or pharmacy highly preferred).
About Bupa Arabia
Location : Riyadh, Saudi Arabia.
#J-18808-Ljbffr
