Patient Care Coordinator

Job Title

Patient Care Coordinator (PCC)

Key Responsibilities

• Welcome patients and assist them throughout their visit.
• Coordinate appointments, consultations, diagnostic tests, surgeries, and follow-up visits.
• Act as the primary point of contact for patients and their attendants, answering queries and providing timely updates.
• Coordinate with ophthalmologists, optometrists, counsellors, nurses, billing, and front-office teams to ensure smooth patient flow.
• Guide patients through registration, investigations, treatment plans, and discharge processes.
• Maintain accurate patient records, appointment schedules, and documentation in the hospital management system.
• Ensure high standards of patient satisfaction by resolving concerns promptly and professionally.
• Assist patients with insurance documentation, reports, and follow-up requirements when applicable.
• Monitor patient waiting times and escalate operational issues to the Centre Manager when needed.

Required Skills

• Excellent communication and interpersonal skills
• Patient relationship management
• Appointment scheduling and care coordination
• Strong organizational and multitasking abilities
• Knowledge of medical terminology is an advantage
• Computer proficiency (MS Office/Hospital Management Systems)
• Empathy, problem-solving, and customer service orientation

Preferred Qualifications

• Graduate in any discipline (Healthcare or Hospital Administration preferred)
• 1 -3 years of experience in a hospital, eye care centre, diagnostics, or healthcare customer service
• Experience in ophthalmology is an added advantage.

Key Performance Indicators (KPIs)

• Patient satisfaction and feedback scores
• Appointment and surgery coordination efficiency
• Average patient waiting time
• Accuracy of patient documentation
• Follow-up completion rate
• Complaint resolution turnaround time
• Coordination with clinical and administrative teams