Patient Support Officer

About this role

Patient support Officer is responsible for coordinating and implementing patient journey processes across the hospital to drive operational efficiency, seamless patient flow, excellent patient experience, and achievement of service delivery KPIs. The role serves as a bridge between patients, clinical teams, and operational departments to support efficient execution of hospital processes including admission, discharge, billing, investigations, theatre coordination, housekeeping, and complaint resolution within approved turnaround times. The officer plays a key role in monitoring patient experience standards, escalating operational bottlenecks, driving service recovery, and supporting continuous improvement initiatives across the hospital.

Responsibilities

• 1. PATIENT RECEPTION & FIRST IMPRESSIONS
• • Welcome all patients and visitors with warmth and professionalism upon arrival.
• • Proactively identify and approach patients who appear confused, distressed, or in need of assistance.
• • Guide patients to the correct service areas: registration, triage, clinics, laboratories, imaging, pharmacy, and billing.
• • Maintain a visible, approachable presence in OPD waiting zones at all times.
• 2. PATIENT FLOW, QUEUE MANAGEMENT & WAITING TIME REDUCTION
• • Monitor and actively support smooth patient flow across all OPD service points.
• • Drive operational actions to ensure >85% of patients wait less than 30 minutes and >98% wait less than 60 minutes.
• • Identify and report bottlenecks, overcrowding, or delays impacting patient experience and escalate to relevant departments.
• • Collaborate with clinical and administrative staff to reduce wait times and manage patient expectations.
• • Implement queue management protocols to minimise confusion and maintain order.
• • Document and escalate 100% of navigation delay incidents within the shift.
• 3. APPOINTMENT & REFERRAL COORDINATION
• • Assist patients in scheduling, confirming, and rescheduling appointments as needed.
• • Coordinate referral processes for specialist consultations or investigations.
• • Ensure follow-up appointments are communicated clearly and documented appropriately.
• 4. PATIENT EDUCATION & COMMUNICATION
• • Provide clear, accurate information on hospital processes, waiting times, patient rights, and available services.
• • Explain pre-appointment requirements (e.g. fasting protocols, preparation instructions) in simple language.
• • Distribute approved patient education materials relevant to the department.
• • Translate or facilitate interpretation support where applicable.
• 5. PATIENT EXPERIENCE MONITORING & NET TRUST SCORE IMPROVEMENT
• • Conduct patient satisfaction interviews and surveys in OPD waiting areas, targeting >=30% of eligible patients surveyed.
• • Drive digital feedback completion to maintain manual/assisted feedback below 15% of total OP feedback received.
• • Submit daily feedback reports to the Patient Experience team.
• • Actively contribute to improving the Net Trust Score - OP, with a target of >70%.
• 6. COMPLAINT HANDLING, SERVICE RECOVERY & ESCALATION
• • Receive, document, and acknowledge patient complaints in a structured and professional manner.
• • Achieve 100% resolution of clinical complaints (major and minor) within approved turnaround times.
• • Achieve >=85% resolution of non-clinical complaints within defined timelines.
• • Drive a >=10% quarter-on-quarter reduction in complaint escalation rates.
• • Initiate immediate service recovery interventions to prevent complaint escalation.
• • Follow up on complaint resolution and communicate outcomes to the patient or family.
• 7. SUPPORT FOR VULNERABLE PATIENTS
• • Provide dedicated assistance to elderly, differently-abled, paediatric, critically ill, or emotionally distressed patients.
• • Coordinate with clinical staff to ensure priority access or additional support where required.
• • Demonstrate cultural sensitivity and awareness in all interactions.
• 8. INTERDEPARTMENTAL COORDINATION & OPERATIONAL SUPPORT
• • Liaise with nursing, medical, laboratory, pharmacy, radiology, and billing teams to support timely and seamless care delivery.
• • Communicate operational issues and patient concerns to relevant departments promptly.
• • Attend daily OPD briefings and contribute to service improvement discussions.
• 9. ADMINISTRATIVE & COMPLIANCE DUTIES
• • Maintain logs of patient interactions, complaints, and escalations as required.
• • Adhere to C CARE Hospital's infection prevention and control protocols.
• • Comply with patient confidentiality, data protection, and privacy standards at all times.

Requirements

• ● Diploma or bachelor’s degree in healthcare management, Public Health, Hospitality, Business Administration, or a related field.
• ● Basic Life Support (BLS) certification (or willingness to obtain upon joining).
• Experience:
• ● Minimum 1–2 years of experience in a customer-facing role, preferably in a healthcare or hospital environment.
• ● Prior experience in patient engagement, front office, or healthcare coordination is highly desirable.