Patient Experience Officer

About the role

The Patient Experience Officer provides on‑spot assistance and information to patients and their families, ensuring a high level of customer service. The role also gathers feedback to support quality improvement across the organization.

Key responsibilities

• Interact with patients via face‑to‑face, phone, email, chat or mobile app to answer questions about appointments, referrals, facilities, services and events.
• Maintain a patient‑centered approach, adhering to SEHA values, service‑excellence standards, and established scripts.
• Handle appointment scheduling, registration, eligibility checks, payment collection, consent forms, wrist‑band generation and inpatient admissions.
• Provide accurate demographic, contact and insurance information for scheduled patients and update records.
• Escalate clinical queries to the Clinical team and unresolved issues to senior staff or the Quality team.
• Communicate workflow, eligibility, campaign and event updates to patients and staff.
• Coordinate with nursing, physicians and other departments to resolve patient complaints and ensure smooth service delivery.

Required profile

• Demonstrated patient‑centered attitude with professionalism, courtesy and confidentiality.
• Ability to proactively address patient needs, requests and concerns.
• Strong communication skills for interaction with patients, staff and external partners.
• Attention to detail in handling registration, documentation and data entry.

Required skills