Patient Care Coordinator

Job Title: Patient CoordinatorDepartment: Patient Relations / Hospital Operations

Reports To: Hospital Administrator / Operations Manager / Clinic Manager

Experience: 2–5 years (depending on organizational requirements)

Qualification: Any Graduate; a degree or diploma in healthcare management, hospital administration, or a related field is preferred.

Job SummaryThe Patient Coordinator is responsible for assisting patients throughout their healthcare journey by coordinating appointments, managing patient inquiries, facilitating communication between patients and medical staff, and ensuring a smooth and comfortable patient experience. The role focuses on patient satisfaction, efficient coordination, accurate documentation, and timely follow-up.

• Key ResponsibilitiesWelcome patients and their attendants and guide them through the registration and consultation process.
• Schedule, confirm, reschedule, and manage patient appointments.
• Explain appointment procedures, consultation timings, and general hospital or clinic services.
• Coordinate with doctors, nurses, front office staff, billing teams, and other departments to ensure smooth patient flow.
• Maintain accurate patient records, appointment details, and related documentation.
• Respond to patient inquiries over phone, email, or in person.
• Assist patients with registration, billing coordination, insurance documentation, and discharge-related formalities, as applicable.
• Follow up with patients regarding appointments, investigations, treatment schedules, and post-consultation visits.
• Handle patient concerns and complaints professionally and escalate unresolved issues to the appropriate department.
• Provide information about hospital services, facilities, and administrative procedures within the scope of the role.
• Ensure patient confidentiality and comply with hospital policies and applicable privacy requirements.
• Monitor patient waiting times and coordinate with relevant teams to minimize delays.
• Collect patient feedback and support initiatives to improve patient satisfaction.
• Maintain daily reports related to appointments, patient visits, follow-ups, and service requests.
• Assist in coordinating referrals and communication between departments, where required.
• Required Qualifications and SkillsBachelor's degree in any discipline; healthcare or hospital administration qualifications are preferred.
• Good verbal and written communication skills.
• Strong interpersonal skills and a patient-friendly attitude.
• Basic computer knowledge and proficiency in MS Office or hospital management software.
• Good organizational, coordination, and time management skills.
• Ability to handle patient inquiries and challenging situations calmly.
• Attention to detail in maintaining patient records and documentation.
• Ability to work effectively with doctors, nurses, administrative teams, and patients.
• Knowledge of English and the local language; additional languages are an advantage.
• Understanding of patient confidentiality and professional healthcare practices.
• Key Performance Indicators (KPIs)Patient satisfaction and feedback scores.
• Appointment scheduling accuracy and follow-up completion.
• Reduction in patient waiting time.
• Accuracy of patient documentation and records.
• Timely resolution of patient inquiries and complaints.
• Patient appointment attendance and retention rates.
• Coordination efficiency between departments.
• Compliance with hospital policies and confidentiality requirements.