Patient Care Coordinator  Full Time

• 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.
• Ensuring the patient is billed as per the insurance card (co-payment/uncovered services collected from patient)
• Liaise between patient, medical staff and other departments to coordinate for surgery bookings in the hospital.
• Oversee daily surgery schedule in the hospital and share the daily surgery list to ensure that concerned team are updated on the same.
• Liaise with the OT/IP team to ensure the surgeries are scheduled as per the availability of the in-patient ward 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 (in IP/OP department), 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, Call Center 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.

• Adhere to the hospital/clinic’s vision, mission, and core values.
• Adhere to the company’s telephone standards.
• Perform duties such as straightening magazines to maintain lobby or reception area.
• 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

• 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.

• 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 hospital’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.

• Work is to be performed according to DHA and Cosmesurge guidelines in terms of accepted professional practice

(as applicable)

• Familiarize themselves and comply with all OSHMS policies, standards and procedures that are relevant for their workplace.
• Attend applicable departmental safety training and follow OSHMS policies and procedures.
• Take reasonable care for their own health and safety and the environment.
• Take reasonable care for the health and safety of persons and the environment that may be affected by the employee’s acts or omissions at the workplace.
• Cooperate with their employer with respect to any action taken by the employer to comply with OSHMS requirements.
• Notify supervisor or department safety representative of any hazards, mishaps, or incidents within or outside their area of work.

• Patients & Guests
• Auditors/Inspectors
• Vendors & Laundry Services

• Corporate Team
• Administrative Team
• Nursing & Medical Team
• All Operations Team
• Quality & OSH Team
• Store & Purchase
• All Support Services Team

• Any Bachelor degree preferred

• Minimum 2-4 years in a similar organization

• Excellent office administrative and customer service skill
• Adequate knowledge of computer applications (i.e. word, excel, power point, etc.)
• Excellent communication skills, both written and verbal
• Ability to work effectively in a team and to relate positively to other people contributing to the smooth operation of the team
• Deal with complaints in professional manner
• Strong organizational and interpersonal skills
• Highly analytic skills

• Maintain good appearance and proper demeanor at work.
• Safety conscious, motivated, able to manage pressure, takes initiative.
• Displays integrity and honesty
• Service oriented and customer focused
• Ability to maintain confidentiality of all medical, financial, and other information
• Ability to handle difficult situations involving customers, physicians, or others in a professional manner