Patient Relationship Manager

The Patient Relationship Manager at Smart Clinic of Bupa CareConnect 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

1. Greet patients and visitors in a professional and friendly manner, representing Bupa CareConnect values.
2. Provide accurate information about services, policies, and processes.
3. Address patient inquiries and concerns, escalating issues as necessary.
4. Follow CareConnect's operational procedures as outlined in the manual to comply with the department's procedures and standards.
5. Follow up on all medical requests such as medication dispensing, lab, radiology, medical information retrieval, and referrals.
6. Maintain a thorough knowledge of all departments, our company network of hospitals, products, and services to provide accurate information confidently.
7. Deal competently with member and clinic staff feedback, taking all possible actions to resolve issues satisfactorily with minimal intervention from team leaders.
8. Support maternity, pediatric, and special needs medical cases.
9. Resolve customer complaints/service failures without the need for further escalations.
10. Ensure proper follow-up of the recovery plan and take the lead to standardize proposed solutions (Kaizens, RIM, JDI, etc.).
11. Ensure that complaints are entered into the service escalation tools to take preventive actions.
12. Commit to patient confidentiality and always maintain patient records.
13. Answer questions, handle interruptions, and attend to patient concerns during daily tasks.

Teamwork Support and Staff Management

1. Work effectively both individually and as part of a team to achieve both individual and department goals and objectives.
2. Plan and coordinate section procedures and systems, devising ways to streamline processes.
3. Strive consistently to promote a positive team spirit.
4. Contribute positively to the team.
5. Assess staff performance and provide coaching and guidance to ensure maximum efficiency.

Operational Excellence

1. Coordinate with medical staff to streamline outpatient services.
2. Ensure smooth operation of the front desk, handling interruptions and completing daily tasks.
3. Support hospital staff (Insurance, Pharmacists, Lab, and Radiology) and enable coaching and training on CareConnect Protocol/services to the clinic's staff.
4. Respect government laws and organizational regulations, including quality and safety protocols.
5. Use equipment safely and help maintain office supplies, including stationery and electronics.

Complaints Management

1. Resolve customer complaints/service failures without the need for further escalations.
2. Ensure proper follow-up of the recovery plan and take the lead to standardize proposed solutions (Kaizens, RIM, JDI, etc.).
3. Ensure that complaints are entered into the service escalation tools to take preventive actions.

Clinic Relationship Building

1. Establish excellent relationships with the providers, CARE CONNECT Clerks, and Point of Care delivery teams.
2. 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

1. Ensure the office, customer area, and personal appearance are at the highest level of cleanliness, order, and professionalism.