Patient Services Coordinator

Roles and Responsibilities

1. Respond to Patient Inquiries:

• Handle patient questions provide accurate information about services and explainhospital policies and procedures.2. Greeting Patients and Callers:
• Welcome all patients and callers through the hospital’s dedicated phone number.3. Appointment Scheduling:
• Manage incoming calls from patients and schedule appointments efficiently usingthe hospital’s system.4. Complaint Resolution:
• Forward customer complaints to the Patient Relations Department to investigateroot causes and ensure satisfactory resolution.5. Scheduling Tools:
• Utilize scheduling software to offer available appointment slots.
• Coordinate with patients to align times with physician availability.6. Patient Interaction:
• Communicate clearly with patients, answer inquiries, and provide necessarysupport and guidance.7. Emergency Response:
• Respond promptly to emergency calls and provide immediate support todistressed patients.8. Managing Communications:
• Receive, direct, and respond to telephone and WhatsApp messages professionallyand promptly.9. Service Quality over Speed:
• Answer all calls efficiently without compromising the quality of service.10. Rescheduling Appointments:
• Manage appointment changes and rescheduling in case of any updates to theclinic schedule.11. Continuous Development:
• Participate in regular training programs and skill development sessions to improveservice quality.12. Clinic Schedule Coordination:
• Collaborate with the head nurse to manage changes in the physician’s clinicschedule, including day changes or cancellations.13. Patient Consultations in Clinic:
• Meet with patients to discuss procedure or operation details and respond to allrelated questions.14. Pre-Operation Preparation:
• Schedule the operation and explain pre- and post-operative instructions.
• Prepare and confirm the financial contract and ensure patient understanding.
• Follow up with the patient to complete deposit payments at reception.
• Submit the patient's file to the admission office for procedure preparation.
• Confirm the patient’s arrival time and provide instructions (e.g., fasting).
• Visit the patient in their room, maintain communication, and manage post-opappointments and questions.
• Schedule follow-up appointments with the physician.
• Refer patients to additional departments (e.g., Nutrition, Physiotherapy,Dermatology) as needed to support the treatment plan.
• Ensure ongoing communication for a seamless and supportive patient experience.15. Safety Commitment:
• Actively participate in all required safety trainings, drills, and activities as outlined inthe Matrix of Staff Drill/Training Requirements. Knowledge, skills, and abilities:1. Core Skills and Competencies
• Excellent communication, problem-solving, and organizational skills.
• Ability to perform effectively under pressure and meet customerexpectations.
• Strong interpersonal skills with the ability to work independently andcollaboratively in a team.
• A positive, proactive, and professional attitude. 2. Technical Proficiency
• Experience with hospital information systems, electronic medical records,and scheduling tools.
• Proficient in Microsoft Office Suite and digital communication platforms.3. Customer Service Excellence
• Patient-focused with strong service orientation.
• Ability to handle sensitive and confidential information with discretion.4. Time Management & Multitasking
• Effective time management and prioritization in a fast-paced environment.
• Skilled in managing multiple tasks simultaneously.5. Language Skills
• Clear and empathetic communicator.6. Adaptability & Growth
• Flexible and open to changes in processes and systems.
• Committed to continuous learning and development.Experience:While prior experience is not typically required for entry-level positions, candidates applying for mid to senior-level roles are expected to have a minimum of 2 years of relevant experience, particularly in coordinator roles.