Patient Experience Officer

About the role

The Patient Experience Officer provides on‑the‑spot assistance and information to patients and their families, ensuring a high‑quality, patient‑centred service experience. The role also gathers feedback to support continuous quality improvement.

Key responsibilities

• Interact with patients via face‑to‑face, phone, email, chat or mobile app to answer queries about appointments, referrals, services, and events.
• Maintain professionalism, confidentiality and privacy in all communications, adhering to SEHA values and service standards.
• Assist with appointment scheduling, registration, eligibility checks, payment collection and documentation.
• Provide accurate information on waiting times, next steps, and follow‑up appointments.
• Escalate clinical questions to the Clinical team and unresolved issues to senior staff or the Quality team.
• Update patient records, demographic data and insurance information, and coordinate with Health Information Management for record merges.
• Collaborate with nursing staff and physicians to resolve patient complaints and improve service delivery.

Required profile

• Strong patient‑centred attitude with excellent communication skills.
• Ability to handle confidential information with discretion.
• Proactive approach to identifying and addressing patient needs.
• Familiarity with healthcare workflows, appointment scheduling and eligibility verification.
• Team player who can coordinate effectively with clinical and administrative staff.

Required skills

What we offer

• Opportunity to work in a leading healthcare organization.
• Engaging environment focused on patient satisfaction and quality improvement.