Customer Relations Officer

About the role

The Customer Relations Officer provides front‑line support to patients and visitors across multiple channels, ensuring a patient‑centred experience that aligns with SEHA values and service excellence standards. The role involves handling inquiries, scheduling appointments, and coordinating with clinical and administrative teams to resolve issues promptly.

Key responsibilities

• Interact with customers via face‑to‑face, telephone, email, chat, and mobile app to answer questions about appointments, referrals, facilities, services, and campaigns.
• Maintain professionalism, confidentiality, and privacy in all patient interactions.
• Provide accurate information on workflow updates, eligibility, new campaigns, and events.
• Escalate clinical questions to the Clinical team and unresolved issues to senior staff or the Quality team.
• Register patients, schedule, reschedule, and cancel appointments, verify insurance eligibility, collect payments, and generate necessary documentation.
• Coordinate with nursing staff, physicians, and other departments to prevent and address patient complaints.
• Document and report all interactions according to established workflows.

Required profile

• Demonstrates a patient‑centred approach with strong courtesy and professionalism.
• Ability to handle confidential information with discretion.
• Proactive in attending to patient needs, requests, and concerns.
• Stays updated on available services, physician specialties, and facility workflows.
• Effective communication skills for interacting with patients, staff, and external partners.

Required skills