Patient Care Coordinator (OPD / Front Office)

Responsibilities: The Patient Care Coordinator (OPD / Front Office) is responsible for coordinating patient-facing operations and ensuring a smooth, courteous, and efficient outpatient experience. The role supports patient reception, registration, billing, insurance verification, appointment flow, investigations, reporting, follow-up tracking, and internal coordination while maintaining professional service standards and compliance with organizational policies and procedures. The role holder will perform the following responsibilities on a rotational / shift basis as assigned by the supervisor: 1 - Patient Reception, Professional Conduct & Rotation • Greet all patients and visitors warmly upon arrival and maintain a courteous, helpful front-office presence. • Maintain personal grooming and professional appearance at all times in line with organizational standards. • Work rotationally across Reception, Same-Day Investigation Room, and Diagnostic areas as assigned. • Escort patients as required or as advised by the supervisor or clinical team. 2 - Patient Check-in, Invoicing, Billing & Insurance • Facilitate patient check-in for outpatient consultations, investigations, and admissions. • Generate and complete invoicing for all patient check-ins and any additional services rendered. • Verify patients' insurance benefits / eligibility prior to services being rendered. • Complete daily collection summaries / billing reports and support end-of-shift reporting requirements. 3- Patient Flow, Investigations & Appointment Coordination • Follow correct protocols for investigations based on priority: stat, urgent, or elective. • Monitor and track patient arrival times to support smooth appointment flow and timely care. • Perform periodic waiting-area check-ins to ensure patients are attended to within 5 minutes of arrival wherever operationally possible. • Keep patients informed of delays and immediately notify the supervisor if delays are anticipated. • Prepare and update all relevant information for next-day appointments by the end of the previous day. • Prepare stat letters as required. 4 - Patient Queries, Communication & Internal Systems • Address and resolve patient inquiries efficiently and professionally. • Respond to phone calls and emails promptly. • Manage internal systems and patient-care processes, including Salesforce, Athma, and other applicable systems. • Coordinate with consultants, clinical staff, administrative staff, diagnostics, and other internal stakeholders to support patient care. 5 - Follow-up Tracking, Compliance, Reporting & Escalation • Maintain and regularly update the patient follow-up tracker. • Comply with organizational policies and procedures by reading, understanding, and following applicable guidelines. • Ensure all assigned tasks are completed within the same shift and avoid carry-forward of work to the next day. • Escalate any issues, delays, or concerns to the supervisor or manager in a timely manner. • Work in shifts as per the schedule assigned by the supervisor. Requirements: • Strong customer-service orientation with the ability to manage difficult or sensitive situations calmly, professionally, and with empathy. • Bachelor’s degree in relevant field (desirable), Minimum a Diploma, or relevant Certification in healthcare or a related field highly desired • Minimum of 2 years of experience in a similar role, contact centre operations, or a healthcare-related role. • Experience working with health insurance processes is an advantage. • Excellent verbal and written communication skills; English fluency required Location: Health City Camana Bay. This position requires 45 hours per week, including weekends, holidays, and public holidays. Shifts will also be necessary. Please submit a complete application that includes your resume and cover letter with accurate contact details.