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.