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. Show more Show less

Minimum of 2 years of relevant experience for mid to senior-level roles, particularly in coordinator roles.

1. Respond to patient inquiries and provide accurate information about services and hospital policies. 2. Greet patients and callers. 3. Schedule appointments using the hospital system. 4. Forward complaints to Patient Relations for investigation and resolution. 5. Use scheduling software and coordinate appointment times with physician availability. 6. Communicate with patients and provide support and guidance. 7. Respond to emergency calls and support distressed patients. 8. Manage telephone and WhatsApp communications professionally. 9. Balance service quality with efficiency. 10. Reschedule appointments as needed. 11. Participate in regular training to improve service quality. 12. Coordinate clinic schedule changes with head nurse. 13. Meet with patients to discuss procedures and answer questions. 14. Pre-operation preparation: schedule operation, explain instructions, confirm financial contracts, collect deposits, submit files, confirm arrival times, provide post-op instructions, schedule follow-ups, and refer to other departments as needed. 15. Safety: participate in required trainings and drills.