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. 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, services, care providers, events and campaigns.
• Demonstrate a patient‑centered approach while adhering to SEHA values, service‑excellence standards, workflows, call scripts and confidentiality requirements.
• Proactively attend to patient needs, requests and concerns, and keep up‑to‑date with available services, physician specialties and eligibility criteria.
• Provide accurate information on workflow updates, new campaigns and events, and document requests and issues.
• Escalate clinical questions to the Clinical team, formal complaints to the Quality team, and unresolved queries to senior staff.
• Handle scheduling tasks, registration, eligibility checks, payment collection and related administrative duties in line with SEHA policies.

Required profile

• Strong communication skills with a courteous, professional and confidential approach.
• Ability to proactively address patient needs and resolve issues efficiently.
• Familiarity with healthcare appointment scheduling, registration processes and eligibility verification.
• Capability to work collaboratively with SEHA staff, clinical teams and quality management.

Required skills