Care Coordinator

JOB DESCRIPTION: CARE COORDINATOR

Position Details

• Designation: Care Coordinator
• Department: Patient Experience / Operations
• Location: Clinic / MC / IMC / Hospital
• Reporting To: Cluster Manager
• Employment Type: Full-Time

Job Purpose

To act as the primary patient contact throughout the journey, coordinating registration, appointments, consultations, diagnostics, referrals, medicines, hospital care, and follow-up while ensuring timely information and continuity of care.

Key Responsibilities

• Patient Registration & Access: Support app registration, Jio Arogya ID creation, Government ID/ABHA and family/dependent mapping, consent and required documentation; manage appointments, walk-ins, queues, rescheduling, and urgent/emergency access.
• Entitlement & Services: Verify and explain patient entitlement, covered services, annual check-ups, subscriptions, top-ups, and applicable charges while maintaining confidentiality and role-based access.
• Clinical Coordination: Coordinate the complete center visit with paramedics, nurses, doctors, laboratory and pharmacy, including vitals, consultation, samples, medicines, prescriptions, dosage instructions, and exit process.
• Diagnostics: Coordinate pathology/radiology appointments, sample collection, home collection, and reports; arrange recollection of rejected samples and follow up on critical/abnormal and pending investigations.
• Referral & Hospital Care: Coordinate specialist, MC, IMC, and hospital referrals, appointments, records, and treatment plans; support emergency/planned admissions, ambulance activation, family communication, discharge, and follow-up.
• Continuity of Care: Manage post-discharge follow-ups at 48 hours, 7 days, and 30 days and track pending consultations, tests, medicine renewals, missed appointments, and open referrals.
• Inventory & Stock: Manage center inventory and indents for medicines, consumables, stationery, and housekeeping items; monitor minimum stock, expiry, storage, stock movement, GRNs, inward/outward records, transfers, returns, and physical verification.
• Housekeeping & Centre Readiness: Supervise housekeeping, cleanliness, hygiene, sanitation, attendance, and work allocation and ensure required centre standards are maintained.
• Cash Management: Collect and maintain center cash records, reconcile receipts with system records, and hand over collections to the Cluster Manager/authorized person; report discrepancies.
• Patient Experience: Handle patient queries and grievances, communicate delays and next steps, coordinate timely resolution, and capture feedback.
• Documentation & Systems: Maintain patient and daily operational records, worklists, and acknowledgements; ensure data confidentiality/security; and act on Command Centre alerts.

Qualification & Experience

• Qualification: B.Pharm / D.Pharm
• Experience: 1 to 4 years in healthcare, nursing home, hospital, polyclinic, or clinic operations.

Key Skills

• Patient handling and communication
• Healthcare operations and coordination
• Follow-up and multitasking
• CRM/HRMS/healthcare system knowledge
• Documentation and confidentiality
• Problem solving and process adherence