Coop - Patient Experience & Operational Analytics Coordinator

Position Overview

Join Smart Clinic of Bupa CareConnect as a Patient Experience & Operational Analytics Coordinator and play a pivotal role in enhancing patient care and operational efficiency through data-driven insights. In this cooperative role, you will bridge the gap between raw operational data and strategic decision-making by transforming complex datasets into clear, actionable reports, dashboards, and performance metrics. Your contributions will directly support clinic leadership in monitoring service delivery, identifying improvement opportunities, and ensuring a seamless patient experience across all touchpoints.

Key Responsibilities

As a Patient Experience & Operational Analytics Coordinator, your core responsibilities will encompass three primary domains:

1. Operational Analytics & Insights

• Data Collection & Validation: Gather, validate, and consolidate operational and patient experience data from multiple clinic systems, including HIS (Hospital Information System), QMS (Quality Management System), appointment, and escalation platforms, ensuring accuracy and integrity.
• Performance Monitoring: Analyze operational, patient flow, and service performance data to track key KPIs such as waiting times, throughput, utilization rates, service recovery metrics, and escalation trends.
• Reporting & Dashboards: Develop and maintain dynamic operational dashboards and periodic performance reports to visualize trends, risks, and performance gaps. Translate data findings into practical insights that drive informed decision-making.
• Stakeholder Collaboration: Work closely with clinic leadership, Patient Experience teams, Operations, and the Command Center to align data insights with operational actions and continuous improvement initiatives.
• Complaint & Service Recovery Tracking: Monitor complaints and service recovery data to identify patterns and support preventive measures, ensuring high standards of patient satisfaction.

2. Performance Reporting, Data Coordination & System Support

• Data Coordination: Serve as the primary liaison for collecting and validating operational and patient experience data from clinic teams and systems, ensuring completeness and accuracy.
• Report Preparation & Distribution: Support the creation and dissemination of routine operational and performance reports, maintaining structured data logs for patient flow, waiting times, cancellations, and escalations.
• System Utilization & Compliance: Ensure adherence to data entry protocols and reporting standards, supporting system utilization compliance and facilitating basic reporting practices across teams.
• Cross-Team Collaboration: Act as a central point of contact between clinic operations and Command Center/MIS teams for data-related queries, ensuring seamless communication and alignment.
• Documentation & Standardization: Assist in maintaining documentation, version control, and standardization of reporting templates and trackers, while tracking action items and improvement initiatives linked to performance insights.

3. Performance-Led Operational Excellence & Compliance

• Performance Monitoring: Track operational performance indicators to ensure adherence to approved clinic workflows, service standards, and compliance requirements.
• Risk Identification & Corrective Actions: Use data insights to highlight operational deviations, risks, and non-compliance trends, supporting clinic teams in implementing corrective actions and service improvement initiatives.
• Audit Readiness: Ensure operational data, reports, and trackers are complete, accurate, and readily available to support audit readiness and compliance assessments.
• Continuous Improvement: Contribute to ongoing improvement programs by providing performance monitoring, outcome tracking, and recommendations for enhancing patient experience and operational efficiency.
• Workflow Optimization: Promote the consistent use of systems, reporting tools, and standard operating procedures across clinic operations to drive consistency and excellence.

Qualifications & Skills

To excel in this role, you will bring the following qualifications and competencies:

• Education: Bachelor’s degree in Management Information Systems (MIS), Healthcare Administration, or a related field.
• Technical Skills: Proficiency in Microsoft Excel and operational reporting tools, with the ability to interpret complex data and translate findings into clear, actionable insights.
• Analytical & Reporting Skills: Strong analytical mindset with high attention to detail, capable of identifying trends, risks, and performance gaps from structured and unstructured data.
• Healthcare & Patient Care Knowledge: Understanding of healthcare operations, patient care workflows, and the nuances of patient experience measurement.
• Communication & Stakeholder Management: Excellent interpersonal and communication skills, with the ability to collaborate effectively across multicultural teams and present insights to diverse stakeholders.
• Organizational & Time Management: Structured, outcome-focused, and adaptable, with the ability to prioritize tasks, manage interruptions, and deliver work accurately and on time in a fast-paced environment.
• Compliance & Process Orientation: Commitment to maintaining high standards of data integrity, compliance, and adherence to operational workflows and reporting standards.

Why Join Us?

As a cooperative member of Smart Clinic of Bupa CareConnect, you will be part of a dynamic team dedicated to delivering exceptional patient care and operational excellence. This role offers the opportunity to develop valuable skills in healthcare analytics, stakeholder engagement, and performance management while contributing to meaningful improvements in patient experience and clinic operations. If you are passionate about leveraging data to drive positive change and thrive in a collaborative, results-driven environment, we encourage you to apply.