Job Description
The Patient Relationship Manager at Smart Clinic of Bupa CareConnect is responsible for leading the delivery of exceptional patient-centred services and ensuring compliance with operational excellence standards. This role oversees the effective management of clinic cases, develops and nurtures positive relationships with patients, resolves customer complaints, and ensures smooth coordination across teams. By maintaining a professional image and fostering a culture of excellence, the manager plays a critical role in enhancing the overall patient and stakeholder experience.
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 retrival and referal 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 comlaints / service failure without the need of further escalations
- Ensure the proper follow up of the recovery plan / take a lead to standardize the porposed solutions (Kaizens, RIM, JDI...etc)
- Ensure that the complaints are entered into the service esclation tools so as to take preventive actions.
- Commit to patient confidentiality and always maintain patient records.
- Answer questions, handle interruptions, and attend to patient concerns during daily tasks.
Teamwork Support and Staff Management
- Work effectively both individually and as part of a team to achieve both individual and department goals and objectives
- Plan and coordinate section procedures and systems, devising ways to streamline processes.
- Strive consistently to promote a positive team spirit
- Contribute to the team positively.
- Assess staff performance and provide coaching and guidance to ensure maximum efficiency.
Operational Excellence
- 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 clinc'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
Complaints Management
- Solve the customer comlaints / Service Failure without the need of further escalations
- Ensure the proper follow up of the recovery plan / take a lead to standrize the porposed solutions ( Kaizens , RIM ,JDI ..etc )
- Ensure that the complaints are entered into the Service esclation tools so as to take preventive actions
Clinic Relationship Building
- To establish excellent relationships with the providers, CARE CONNECT Clerks and Point of Care delivery teams
- To ensure that the image of the providers in front of the customers is strenghtened giving further booset to the partnership framework
Proffesional appearance and commitment
- To ensure the office, customer area and their personal appearance is at the highest level of cleanliness, order and professional look.
Skills
- 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
- Ability to multi-task with multiple requests being asked at once
- 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 medical field such as nursing or pharmacy is highly preferred
