Senior Associate - Patient Experience (Pipeline)

Job Description

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 maintaining a professional environment to enhance the overall patient experience.

Key Accountabilities:

1- 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 the department’s procedures and standards.
• Follow up on all Medical requests such as but not limited to, medication dispensing, lab, radiology, medical Information retrieval and referral etc.
• Maintain a thorough knowledge of all departments, our company network of hospitals, products and services so that customers are provided accurate information on it’s provider and proceed general queries with confidence at all times.
• Deal competently with members, Clinic staff feedback and take all possible actions to resolve the issues to their fullest satisfaction with minimal intervention of team leaders.
• Manage to support maternity, pediatric and special needs medical cases.
• Solve the customer complaints / service failure without the need of further escalations
• Ensure the proper follow up of the recovery plan / take a lead to standardize the proposed solutions (Kaizens, RIM, JDI...etc)
• Ensure that the complaints are entered into the service escalation tools so as to take preventive actions
  
  

2- Administrative and Documentation Support;

• Facilitate administrative task related admissions, discharges and transfers of patients 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 HIS (Health Information System) for all operational needs.
  
  

3- 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, handling interruptions and completing daily tasks.
• Play a support role for the hospital staff (Insurance, Pharmacists, Lab, and Radiology ..etc) and enable coaching and training on CareConnect Protocol / services to the clinic’s staff.
• Respect government laws and organizational regulations, including quality and safety protocols.
• Use equipment safely and help maintain office supplies, including stationary 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 health care 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 timely and accurately
• 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 is highly preferred)