Job Description

The role of the Patient Care Coordinator is to attend patients and their relatives in the Clinic to satisfy their non-medical needs. Handle enquiries and provide a high level of support and information to patients/guests in the Clinic. Also responsible for coordinating specialty care for patients in need of external consultation as requested by the primary care physician and responsible for scheduling, tracking, referral case management and providing reports.

JOB RESPONSIBILITIES

• Ethical Practice
• Handle incoming calls from patients, addressing inquiries, scheduling appointments, and providing relevant information.
• Make outbound calls to promote Cosmesurge services, follow up on patient appointments, confirmations, and conduct post-appointment surveys.
• Effectively manage and prioritize patient leads, ensuring timely follow-ups for appointment scheduling and medical inquiries.
• Greet and assist patients at the front desk, maintaining a friendly and professional demeanour.
• Coordinate patient appointments, ensuring efficient scheduling and minimizing wait times.
• Input and update patient information accurately in the hospital management system.
• Billing patients as per CosmeSurge price list and policies and ensuring all the services rendered to the patients are billed.
• Handle the cash and credit card transactions and make sure that the transactions are accurate.
• Liaise between patient, medical staff and other departments to coordinate for surgery bookings in the hospital.
• Collaborate with medical staff and other departments to address patient needs and ensure a positive overall experience.
• Monitor and manage patient feedback and reviews , addressing any issues and identifying areas for improvement.
• Handle patient complaint in a timely manner, takes notes and seeks superior's assistance if the complaint cannot be solved within the department.
• Work closely with the Marketing, and Lead Management teams to contribute to the overall efficiency and effectiveness of patient interactions.
• To report on time to the shift and be flexible to move to another area if needed.
• Shall be flexible to change duty timing based on organization need.
• Ensure proper cleanness of the reception with an adequate supplies/stationary item.
• Ensure appointment schedules are adhered to with minimal or no waiting times.
• Call patients as soon as the information is given that doctor will be late or has an emergency case and appointment to be rescheduled accordingly.
• Update the shift checklist and make sure that all the tasks are completed.
• Follow up on all the pending cancellations of registrations.

Customer Service

• Adhere to the clinic's vision, mission, and core values.
• Adhere to the company's telephone standards.
• Knowledge principles and processes for providing customer and personal services. This includes customer needs assessment, meeting quality standards for services, and evaluation of customer satisfaction

Communication

• Exercise good judgment and maintain confidentiality in maintaining critical and sensitive information, records, and reports.
• Effectively and consistently communicates to administrative personnel and encourage interactive departmental meetings and discussions.
• Communicates the mission ethics and goals as well as the focus statement of the department.
• Professional attitude and aptitude towards communication keeping in mind that in every communication to internal or external customers the company is represented.

Other Responsibilities

• Guide and mentor junior and new staff and encourage multi-disciplinary teamwork
• Implement hospital policies & procedures.
• Apply oneself to the job, continually upgrade oneself, and embrace the clinic's core values.
• Care for their own and their colleagues' health, safety and wellbeing, and awareness and contribution to the environment
• Performs any other job assigned by the reporting Manager/HOD within the scope of his/her job.

Job Type: Full-time

Pay: AED6,500.00 - AED8,000.00 per month