Patient Care Coordinator

Role & responsibilities

To coordinate and facilitate a smooth patient journey by acting as a link between patients, attendants, doctors, nurses, diagnostics, billing, pharmacy and other hospital departments, while ensuring timely communication and a positive patient experience.

Key Responsibilities

1. Patient Interaction
• Welcome and assist patients and their attendants.
• Understand patient requirements and address routine queries.
• Act as the primary point of contact during the patient's hospital journey.
• Provide clear and empathetic communication.
2. Appointment & Follow-up Coordination
• Schedule and coordinate appointments, consultations and investigations.
• Coordinate follow-up visits and ensure continuity of care.
• Minimize waiting time and delays in the patient journey.
3. Interdepartmental Coordination
• Coordinate with doctors, nursing, laboratory, radiology, pharmacy, billing and other support departments.
• Follow up on pending reports, consultations, procedures and other patient requirements.
• Escalate delays or issues to the concerned senior/team.
4. Patient Navigation
• Guide patients through registration, consultation, investigations, billing, admission and discharge processes.
• Explain hospital processes and help patients navigate different services.
• Support patients and families in understanding their treatment journey.
5. Records & Documentation
• Maintain accurate patient information and coordination records.
• Update patient details and follow-up information in the hospital system.
• Maintain confidentiality of patient information.
6. Billing & Insurance Support
• Assist patients with billing-related queries.
• Coordinate with billing/insurance teams where required.
• Help patients understand relevant administrative processes.
7. Patient Feedback & Experience
• Collect and monitor patient feedback.
• Identify patient concerns and coordinate their resolution.
• Escalate complaints and support service recovery.
• Contribute to improving patient satisfaction and experience.
8. Quality & Process Improvement
• Identify gaps or delays in patient processes.
• Support quality-improvement initiatives.
• Help ensure service standards and patient-centric practices are followed.
9. Home Care / Post-discharge Coordination
• In some Manipal PCC roles, coordinate home-care requirements and post-discharge follow-ups.
• Maintain communication with patients after discharge when required.

Skills Required

• Good communication and interpersonal skills
• Patient-friendly and empathetic approach
• Coordination and follow-up skills
• Ability to work with multiple departments
• Problem-solving and escalation skills
• Basic computer/MS Office skills
• Documentation and record-keeping
• Ability to handle patients and attendants professionally
• Knowledge of basic hospital processes is an advantage