Patient Care Coordinator

Job Title: Patient Care Coordinator

Department: Patient Care / Operations

Industry: Healthcare / Diagnostic Centre

Location: OMR - Karapakkam

Reporting To: Centre Manager / Operations Manager

Job SummaryThe Patient Care Coordinator is responsible for ensuring a smooth and positive patient experience throughout the patient's visit to the diagnostic centre. The role involves coordinating appointments, guiding patients through diagnostic procedures, communicating with doctors and internal departments, addressing patient concerns, and ensuring timely and efficient service.

• Key ResponsibilitiesWelcome and assist patients and attendants with professionalism and empathy.
• Coordinate patient appointments for laboratory tests, radiology, health packages, and other diagnostic services.
• Guide patients regarding registration, billing, test preparation, and procedures.
• Explain basic test-related instructions as provided by the clinical/technical team.
• Coordinate with reception, billing, laboratory, radiology, nursing, and other departments.
• Ensure patients are directed to the appropriate department or procedure area.
• Monitor patient movement and minimize waiting time.
• Coordinate special requirements for elderly patients, patients requiring assistance, and corporate health-check-up patients.
• Follow up on pending tests, procedures, reports, and patient requests.
• Communicate with patients regarding report availability and delivery as per centre protocols.
• Handle patient queries and complaints professionally and escalate unresolved issues to the concerned manager.
• Maintain accurate patient information and service records in the HIS/CRM system.
• Coordinate home collection requirements with the phlebotomy/home collection team.
• Collect and communicate patient feedback to the management team.
• Assist in improving patient satisfaction and service quality.
• Maintain patient confidentiality and ensure proper handling of patient information.
• Ensure compliance with organizational SOPs, quality standards, and patient-care protocols.

Coordination ResponsibilitiesWith Doctors:

• Coordinate consultations, referrals, and special patient requirements where applicable.
• Communicate service-related updates and patient concerns to the appropriate medical team.

With Laboratory & Radiology Teams:

• Coordinate test scheduling and patient preparation.
• Ensure patients are informed about waiting time and procedure requirements.
• Follow up on delays and communicate appropriate updates to patients.

With Front Office & Billing:

• Assist in resolving registration, billing, appointment, and service-related issues.
• Ensure smooth coordination from registration through completion of services.
• Required QualificationsAny Graduate / Diploma in Healthcare Management, Hospital Administration, Nursing, or a relevant field.
• Candidates with healthcare or diagnostic-centre experience will be preferred.

ExperiencePreferred: 3–5 years of experience in a hospital, diagnostic centre, healthcare facility, front office, patient relations, or customer service role.

• Required SkillsExcellent communication and interpersonal skills.
• Strong patient-handling and customer-service skills.
• Empathy and a patient-friendly attitude.
• Good coordination and follow-up skills.
• Problem-solving and conflict-resolution abilities.
• Ability to work under pressure and manage multiple patients.
• Basic computer and MS Office skills.
• Knowledge of HIS/CRM software is an advantage.
• Good organizational and time-management skills.
• Professional appearance and behaviour.
• Key Performance Indicators (KPIs)Patient satisfaction score.
• Patient waiting-time management.
• Appointment and coordination efficiency.
• Complaint resolution time.
• Accuracy of patient information and documentation.
• Timely follow-up on patient requests.
• Patient feedback and service quality.
• Coordination efficiency between departments.
• Working ConditionsThe role may involve standing and moving between different departments.
• Willingness to work in rotational shifts, weekends, and holidays as required.
• Ability to handle high patient volumes and urgent service requirements.

Preferred Candidate Profile:

A patient-focused, courteous, well-organized professional with excellent communication skills and the ability to coordinate effectively with patients, doctors, technicians, front-office staff, and management.