Job Description
Role Purpose:
The Patient Experience & Operational Analytics Coordinator at Smart Clinic of Bupa CareConnect is to support Smart Clinic operations by transforming operational and patient-journey data into structured reports, dashboards, and actionable insights that enable effective decision-making, performance monitoring, and continuous improvement in patient experience and service delivery.
Key Accountabilities:
1- Operational Analytics & Insights;
- Collect, validate, and consolidate operational and patient experience data from multiple clinic systems.
- Analyze operational, patient flow, and service performance data across Smart Clinic touchpoints.
- Monitor and track key KPIs including waiting times, throughput, utilization, service recovery, and escalation trends.
- Develop and maintain operational dashboards and periodic performance reports.
- Identify trends, risks, and performance gaps, and translate findings into practical operational insights.
- Support clinic leadership with data-driven recommendations to enhance patient experience and efficiency.
- Ensure accuracy and integrity of data sourced from HIS, QMS, appointment, and escalation systems.
- Track complaints and service recovery data to support preventive and improvement actions.
- Coordinate with clinic teams, Patient Experience, Operations, and Command Center teams to align data insights with operational actions.
- Contribute to continuous improvement programs using structured data analysis.
2- Performance Reporting, Data Coordination & System Support;
- Coordinate the collection of operational and patient experience data from clinic teams and systems.
- Validate data completeness and accuracy across HIS, QMS, appointment, and escalation tools.
- Support the preparation and distribution of routine operational and performance reports.
- Maintain structured data logs related to patient flow, waiting times, cancellations, and escalations.
- Support system utilization compliance by ensuring correct data entry and basic reporting practices.
- Act as a focal point between clinic operations and Command Center / MIS teams for data-related queries.
- Support documentation, version control, and standardization of reporting templates and trackers.
- Assist in tracking action items and improvement initiatives linked to performance insights.
3- Performance-Led Operational Excellence & Compliance;
- Monitor operational performance indicators to ensure adherence to approved clinic workflows and service standards.
- Use data insights to highlight operational deviations, risks, and non-compliance trends.
- Support clinic teams in implementing corrective actions and service improvement initiatives.
- Track the effectiveness of improvement actions and report progress against agreed targets.
- Support audit readiness by ensuring operational data, reports, and trackers are complete and available.
- Coordinate with Patient Experience, Operations, and Command Center teams to align performance outcomes with service expectations.
- Promote consistent use of systems, reporting tools, and standard operating procedures across clinic operations.
- Contribute to continuous improvement initiatives by providing performance monitoring and outcome tracking.
Skills
- Healthcare, Patient care, Medical Coordinator
- Multi-cultural with interpersonal and communication skills, excellent planning
- Strong analytical and reporting skills with high attention to detail
- Proficiency in Excel and operational reporting tools
- Ability to interpret data and translate findings into clear insights
- Good understanding of operational workflows and patient journeys
- Effective communication and stakeholder coordination skills
- Organized, structured, and outcome-focused mindset
- 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
Education
Bachelor's degree in Management Information Systems
