Trainee - Patient Experience & Operational Analytics Coordinator (Tamheer​/Coop

Role

Purpose:

The Patient Experience & Operational Analytics Coordinator at Smart Clinic of Bupa Care Connect 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:

• 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.

• 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.

• 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.