Patient Experience Officer

About the role

The Patient Experience Officer provides on‑spot assistance and information to patients and their families, ensuring high‑quality customer service across multiple channels. The role supports SEHA’s commitment to patient‑centered care by delivering accurate information, handling inquiries, and facilitating smooth appointment processes.

Key responsibilities

• Interact with patients face‑to‑face, by phone, email, chat or mobile app to answer questions about appointments, referrals, services, care providers, events and campaigns.
• Maintain a patient‑centered approach, adhering to SEHA values, service‑excellence standards, scripts and confidentiality requirements.
• Provide up‑to‑date information on services, physician specialties, eligibility, campaigns and waiting times.
• Document and resolve patient requests, escalating formal complaints to the Quality team and clinical questions to the Clinical team.
• Coordinate with SEHA staff, nursing and physicians to address concerns and prevent complaints.
• Register patients, schedule, reschedule or cancel appointments, verify insurance eligibility, collect payments and issue receipts.
• Enter accurate demographic and insurance data, assign correct Enterprise Person Identification or Medical Record Numbers, and manage record merge requests.
• Inform patients about next steps, follow‑up appointments and expected waiting periods.

Required profile

• Strong commitment to patient‑centered service and professionalism.
• Ability to maintain confidentiality and privacy in all interactions.
• Excellent communication skills across multiple channels.
• Attention to detail for data entry and documentation.

Required skills