Patient Experience Coordinator (Sakina)

Role overview

This position supports the officer in delivering prompt assistance, clear guidance, and a strong customer service experience to patients and their families. The role also gathers customer feedback and shares it with staff and management to support service quality improvements.

Customer service and patient support

• Respond to patient and customer queries in person, by phone, email, chat, or mobile app, and share information about appointments, referrals, facilities, services, care providers, events, and campaigns.
• Apply a patient-first approach in every interaction while following SEHA values, service excellence expectations, approved workflows, call guides, and scripts.
• Maintain professionalism, politeness, confidentiality, and privacy when dealing with patients, families, and colleagues.
• Actively address patient needs, requests, and concerns in a timely manner.
• Keep current on available services, physician specialties, facility processes, required documents, campaigns, and events.
• Inform patients about workflow changes, eligibility updates, and new campaigns or events.
• Log and resolve requests and issues promptly, and route formal complaints to the Quality team.
• Liaise directly with relevant SEHA staff to resolve concerns and operational issues.
• Escalate clinical matters to the Clinical team.
• Forward unresolved questions or concerns to team leaders or Senior Officers.
• Carry out assigned duties in line with established policies and procedures, including scheduling, registration, eligibility checks, and payment collection.

Appointment scheduling and registration

• Follow SEHA procedures for patient registration, appointment booking, rescheduling, cancellation, reminders, check-in, eligibility verification, authorization checks, patient data updates, consent collection, wristband generation, inpatient admission, payment handling, and receipt issuance.
• Encourage booking priority for newly introduced doctors and services, as well as those with fewer appointments.
• Capture accurate demographic, contact, and insurance details for all scheduled patients.
• Assign the correct Enterprise Person Identification and/or Medical Record Number for each patient.
• Guide customers through the registration process, identity checks, patient rights and responsibilities, and consent documentation when required.
• Raise and submit merge requests for duplicate EPI or MRN records to the HIM department.
• Share expected wait times, next steps, and follow-up appointment information with patients, both proactively and when asked.
• Work with nursing staff and physicians to prevent patient complaints and help resolve them when they arise.
• Coordinate with other departments to ensure smooth, accurate scheduling, registration, and admission processes.

Qualifications

A diploma in Accounting, Finance, Business Administration, or another relevant field is required. A bachelor’s degree or equivalent in one of these areas is preferred.