Patient Engagement Performance Coordinator (4188)

Job DetailsJob Location: Corporate - Karachi (KHI) - Karachi, Sindh 75600The Patient Enrollment & Engagement team is seeking a detail oriented and operationally driven Patient Engagement Performance Coordinator to support quality assurance, workflow compliance, patient communication standards, and operational performance across the department.

This role is responsible for monitoring patient interactions, evaluating process adherence, identifying performance gaps, supporting coaching opportunities, and ensuring compliance with SOPs, patient communication standards, and operational workflows to improve patient experience and operational consistency.

The ideal candidate will have strong communication skills, patient handling experience, operational awareness, and the ability to maintain high quality standards in a fast paced healthcare and clinical research environment.

This position plays a key role in ensuring Patient Engagement teams maintain consistent service quality, accurate documentation, professional communication standards, escalation handling, and alignment with DM operational and compliance expectations.

DUTIES & RESPONSIBILITIES

Monitor and evaluate inbound, outbound, scheduling, recruitment, and patient engagement interactions to ensure adherence to organizational quality standards, SOPs, workflow requirements, and patient communication protocol
Evaluate calls, workflows, documentation, and escalation handling against operational standards, SOPs, and patient communication expectations
Ensure compliance with departmental workflows, documentation requirements, and patient privacy standards
Identify trends, recurring gaps, compliance risks, and improvement opportunities across Patient Engagement functions
Maintain QA scorecards, trackers, audit logs, calibration reviews, and reporting summaries
Provide structured feedback, coaching support, and quality improvement recommendations to team members and leadership
Support onboarding quality assessments and ongoing performance monitoring
Ensure proper documentation accuracy and workflow adherence across operational processes
Partner with leadership teams to improve patient communication standards and operational consistency
Assist with SOP reviews, workflow updates, escalation investigations, and process improvement initiatives
Maintain confidentiality and professionalism while handling patient related information
Support continuous improvement of AI enabled patient engagement operations, ensuring accuracy of automation, workflow logic, and communication outputs

KNOWLEDGE & EXPERIENCE

Bachelor’s degree preferred in Healthcare Administration, Business, Operations, Communications, or related field
Previous experience in patient engagement, healthcare operations, scheduling, recruitment, customer support, or quality assurance preferred
Strong verbal and written communication skills required
Strong attention to detail and organizational skills
Experience handling patient communication and operational workflows preferred
Ability to evaluate interactions objectively and provide constructive feedback professionally
Understanding of workflow compliance, documentation standards, and operational quality expectations preferred
Proficiency in Microsoft Excel, Google Sheets, and operational tracking tools preferred
Ability to manage multiple priorities in a fast paced environment
Experience working with cross functional operational teams preferred
Any exposure dealing with international clients will be preferred
Understand the ethics of working in a professional environment, completing assigned tasks, and receiving constructive feedback
Strong experience in patient communication, including handling sensitive interactions with clarity and professionalism

Qualifications