Senior Associate – Patient Experience & Coordination

About the role

The Senior Associate – Patient Experience & Coordination will be the first point of contact for patients and visitors at the Smart Clinic of Bupa CareConnect. The role focuses on delivering exceptional customer service, coordinating patient flow, and supporting clinical and administrative teams to enhance the overall patient experience.

Key responsibilities

• Greet patients and visitors professionally, provide accurate information about services, policies and processes.
• Handle patient inquiries, address concerns and escalate issues when necessary.
• Follow up on medical requests such as medication dispensing, lab, radiology, information retrieval and referrals.
• Maintain thorough knowledge of all departments, hospital network and Bupa products to answer queries confidently.
• Resolve complaints and service failures, enter them into escalation tools and lead standardisation of solutions.
• Facilitate admissions, discharges, transfers and release of information for continuity of care.
• Open and maintain patient files ensuring compliance with organisational policies.
• Process cash, insurance and credit invoices for outpatient services.
• Photocopy, scan and organise documents required for patient services.
• Use the organisation’s Health Information System (HIS) for operational needs.
• Assist in booking appointments and managing daily schedules.

Required profile

• At least one month of experience in healthcare patient care or medical coordination.
• Professional and friendly demeanor with strong communication skills.
• Ability to manage patient complaints and provide solutions with minimal escalation.
• Knowledge of hospital networks, maternity, paediatric and special‑needs cases is an advantage.

Required skills

• Health Information System (HIS) usage
• Cash and insurance invoice processing
• Document handling (photocopy, scanning, filing)