Job Summary

We are seeking a compassionate, organised, and service-oriented Patient Relationship Officer (PRO) to join our Patient Relationship Management (PRM) team.

The successful candidate will serve as a primary point of contact for patients, ensuring a seamless healthcare experience through effective appointment coordination, follow-up care, documentation, and patient support.

The Patient Relationship Officer will play a vital role in strengthening patient engagement, improving satisfaction, and ensuring continuity of care by effectively managing every stage of the patient journey.

Key Responsibilities

• Welcome and onboard new patients, including profile creation and orientation to available services.
• Coordinate appointment scheduling across clinicians, departments, and healthcare providers.
• Conduct post-consultation follow-ups, appointment reminders, and treatment adherence checks.
• Maintain accurate and timely documentation of patient interactions within the organisation’s CRM/EMR systems.
• Coordinate referrals to specialists, diagnostic services, pharmacies, and home healthcare providers where applicable.
• Manage patient membership renewals, subscriptions, and continuity-of-care plans.
• Respond promptly to patient enquiries and resolve concerns professionally, escalating complex cases when necessary.
• Collaborate with clinical and administrative teams to ensure a seamless patient experience.
• Monitor and contribute to departmental KPIs, including response times, follow-up completion rates, patient satisfaction (CSAT), and Net Promoter Score (NPS).
• Maintain patient confidentiality and ensure compliance with healthcare regulations and organisational policies.
• Support continuous improvement of patient relationship and engagement processes.

Requirements

• Registered Nurse (RN) qualification is strongly preferred.
• Candidates with a degree in a health-related discipline or relevant patient-facing healthcare/customer relationship experience will also be considered.
• Minimum of 3 years’ experience in patient relationship management, customer service, nursing, care coordination, or a similar healthcare role.
• Strong interpersonal and communication skills, with the ability to build trust and rapport with patients and their families.
• Excellent organisational and time-management skills with strong attention to detail.
• Proficiency in CRM, EMR, or other healthcare information systems.
• Good understanding of patient care coordination processes and healthcare service standards.
• Ability to remain calm, empathetic, and professional when handling sensitive or escalated situations.
• Strong problem-solving and customer service skills.
• High level of professionalism, confidentiality, and integrity.