Manager - Patient & Coordination; Pipeline

Position: Manager - Patient Experience & Coordination (Pipeline)

Manager - Patient Experience & Coordination (Pipeline)

The Patient Relationship Manager at Smart Clinic of Bupa Care Connect 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 Care Connect values.
• Provide accurate information about services, policies, and processes.
• Address patient inquiries and concerns, escalating issues as necessary.
• Follow Care Connect’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 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 its 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 support for maternity, pediatric and special needs medical cases.
• Solve customer complaints / service failures without the need for further escalations.
• Ensure proper follow‑up of the recovery plan / take a lead to standardize the proposed solutions (Kaizens, RIM, JDI, etc.).
• Ensure that complaints are entered into the service escalation 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 Care Connect 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 stationery and electronics.

Complaints Management

• Solve customer complaints / service failure without the need of further escalations.
• Ensure proper follow‑up of the recovery plan / take a lead to standardize proposed solutions (kaizens, RIM, JDI, etc.).
• Ensure that complaints are entered into the service escalation tools so as to take preventive actions.

Clinic Relationship Building

• Establish excellent relationships with the providers, Care Connect clerks and point‑of‑care delivery teams.
• Ensure that the image of the providers in front of the customers is strengthened, giving further boost to the partnership framework.

Professional Appearance and Commitment

• 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 healthcare 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.

Seniority level

Mid‑Senior level

Employment type

Full‑time

Job function

Business Development and Sales

Industry

Insurance

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