Patient Care Coordinator

JOB DESCRIPTION (JD)Patient Care CoordinatorOrganization: Dr Heal Pain Cure Hospital, HSR Layout, Bengaluru

1. Job SummaryThe Patient Care Coordinator is responsible for coordinating patient services, ensuring smooth patient flow, assisting patients and their families, and maintaining effective communication between patients, doctors, nurses, and other hospital departments. The role focuses on delivering excellent patient care and ensuring patient satisfaction.

• 2. Key ResponsibilitiesWelcome patients and guide them through the hospital procedures.
• Coordinate patient appointments, consultations, follow-ups, and investigations.
• Explain the consultation process and guide patients to the appropriate departments.
• Coordinate with doctors, nurses, reception, billing, pharmacy, and other departments to ensure smooth patient care.
• Follow up with patients regarding appointments, treatment schedules, and pending consultations.
• Address patient queries, concerns, and complaints professionally and escalate issues to the concerned HOD when required.
• Maintain accurate patient records, appointment details, and coordination reports.
• Assist patients with admission, discharge, and other hospital formalities, wherever applicable.
• Ensure patient confidentiality and handle medical information responsibly.
• Support patient feedback collection and work towards improving patient satisfaction.
• Coordinate with the telecalling team for patient follow-ups and appointment confirmations.
• Ensure timely communication of patient requirements to the concerned departments.
• Follow hospital policies, SOPs, quality standards, and patient safety protocols.
• Perform other duties assigned by the reporting manager or management.
• 3. Educational QualificationAny graduate; preferably in Healthcare Management, Hospital Administration, or a related field.
• Additional certification in patient care or hospital administration will be an advantage.
• 4. Experience1–3 years of experience in patient coordination, hospital administration, customer service, or a healthcare-related role is preferred.
• Freshers with good communication and coordination skills may also be considered.
• 5. Required SkillsExcellent communication and interpersonal skills.
• Good patient-handling and problem-solving abilities.
• Basic computer knowledge and proficiency in MS Office.
• Ability to coordinate with multiple departments.
• Good organizational and time-management skills.
• Patience, empathy, and a service-oriented attitude.
• Fluency in Kannada and English; knowledge of Hindi will be an advantage.
• Ability to work in a fast-paced hospital environment.
• 6. Key Performance Indicators (KPIs)Patient satisfaction and feedback.
• Timely appointment and follow-up coordination.
• Reduction in patient complaints related to coordination.
• Accuracy of patient records and reports.
• Effective communication with doctors and other departments.
• Compliance with hospital policies and patient confidentiality requirements.

7. Reporting StructureReports to: Patient Care Manager / Operations Manager / Hospital Administration, as assigned by management.

Department: Operations / Patient Care

8. Work LocationDr Heal Pain Cure Hospital, HSR Layout, Bengaluru.

9. General RequirementsThe employee must maintain professional conduct, ensure patient confidentiality, follow hospital protocols, and contribute to providing safe, efficient, and compassionate patient care.

Approved By: Management

Prepared By: HR Department

Dr Heal Pain Cure Hospital