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 level of customer service. The role acts as a liaison between patients, clinical staff and management to support 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 a patient‑centred approach, adhering to SEHA values, confidentiality and privacy standards.
• Provide accurate information on workflow updates, eligibility, campaigns and expected waiting times.
• Escalate clinical questions to the Clinical team and unresolved issues to senior staff or the Quality team.
• Handle appointment scheduling, registration, eligibility checks, payment collection and documentation according to SEHA policies.
• Update patient demographic and insurance data, assign correct identification numbers and coordinate with Health Information Management for record merges.
• Collaborate with nursing staff, physicians and other departments to resolve patient complaints and improve service delivery.

Required profile

• Strong patient‑focused attitude with the ability to maintain professionalism and confidentiality.
• Excellent communication skills for interacting with diverse audiences.
• Proactive in addressing patient needs and staying updated on available services and procedures.
• Ability to follow established workflows, scripts and escalation protocols.

Required skills