Patient Care Coordinator

Job description

Role & responsibilities To coordinate and facilitate a smooth patient journey by acting as a link between patients, attendants, doctors, nurses, diagnostics, billing, pharmacy and other hospital departments, while ensuring timely communication and a positive patient experience. Key Responsibilities 1. Patient Interaction • Welcome and assist patients and their attendants. • Understand patient requirements and address routine queries. • Act as the primary point of contact during the patient's hospital journey. • Provide clear and empathetic communication. 2. Appointment & Follow-up Coordination • Schedule and coordinate appointments, consultations and investigations. • Coordinate follow-up visits and ensure continuity of care. • Minimize waiting time and delays in the patient journey. 3. Interdepartmental Coordination • Coordinate with doctors, nursing, laboratory, radiology, pharmacy, billing and other support departments. • Follow up on pending reports, consultations, procedures and other patient requirements. • Escalate delays or issues to the concerned senior/team. 4. Patient Navigation • Guide patients through registration, consultation, investigations, billing, admission and discharge processes. • Explain hospital processes and help patients navigate different services. • Support patients and families in understanding their treatment journey. 5. Records & Documentation • Maintain accurate patient information and coordination records. • Update patient details and follow-up information in the hospital system. • Maintain confidentiality of patient information. 6. Billing & Insurance Support • Assist patients with billing-related queries. • Coordinate with billing/insurance teams where required. • Help patients understand relevant administrative processes. 7. Patient Feedback & Experience • Collect and monitor patient feedback. • Identify patient concerns and coordinate their resolution. • Escalate complaints and support service recovery. • Contribute to improving patient satisfaction and experience. 8. Quality & Process Improvement • Identify gaps or delays in patient processes. • Support quality-improvement initiatives. • Help ensure service standards and patient-centric practices are followed. 9. Home Care / Post-discharge Coordination • In some Manipal PCC roles, coordinate home-care requirements and post-discharge follow-ups. • Maintain communication with patients after discharge when required. Skills Required • Good communication and interpersonal skills • Patient-friendly and empathetic approach • Coordination and follow-up skills • Ability to work with multiple departments • Problem-solving and escalation skills • Basic computer/MS Office skills • Documentation and record-keeping • Ability to handle patients and attendants professionally • Knowledge of basic hospital processes is an advantage