Clinic Coordinator

Surgical Patient Journey Coordination

• Act as the primary point of contact for surgical patients throughout their surgical journey. 
• Coordinate surgery patients/ package registrations, appointments, follow-ups, and patient requests.
• Coordinate surgical consultations, investigations, pre-operative assessments, admissions, and follow-up appointments.
• Guide patients regarding surgical preparation requirements, documentation, insurance approvals, estimated costs, and admission processes.
• Ensure timely scheduling and coordination of surgeries.
• Conduct regular follow-up with patients to ensure readiness for surgery.

Surgical Booking and Scheduling Management

• Coordinate OT bookings in collaboration with surgeons, nursing teams, anaesthetists, and OT staff.
• Ensure all required investigations, consents, and clinical clearances are completed prior to surgery.
• Monitor and maintain surgical schedules and booking records.
• Coordinate any surgery rescheduling, cancellations, or changes.
• Ensure optimal utilization of theatre slots.

Clinical and Operational Coordination

• Liaise closely with Surgeons, Anaesthetists, Nursing Teams, Operating Theatre Staff, Radiology, Laboratory, Pharmacy, and Patient Administration teams.
• Facilitate smooth communication between patients and healthcare providers.
• Escalate patient concerns and operational issues to relevant departments.
• Coordinate multidisciplinary requirements for surgical patients.

Insurance and Financial Coordination

• Coordinate pre-authorization and approval requirements with insurance departments.
• Liaise with Finance and Revenue Cycle Management regarding surgical estimates and billing requirements.
• Ensure patients receive appropriate financial counselling and package information where applicable.
• Monitor approval turnaround times and follow up on pending authorizations.

Patient Experience

• Ensure a high standard of customer service for all surgical patients.
• Address patient concerns, complaints, and service requests promptly and professionally.
• Support VIP surgical patients and priority cases where required.
• Promote a positive and coordinated patient experience throughout all stages of care.

Reporting and Quality Improvement

• Maintain surgical booking databases, trackers, and patient records.
• Prepare reports on: 
  • Surgical volumes
  • OT utilization
  • Cancellation rates
  • Insurance approval turnaround times
  • Patient satisfaction
  • Revenue performance
• Participate in departmental audits and quality improvement initiatives.
• Support achievement of departmental KPIs and operational objectives.

Compliance

• Ensure compliance with hospital policies, patient confidentiality requirements, and regulatory standards.
• Support accreditation and quality initiatives related to surgical services.
• Adhere to all NMC policies, procedures, patient safety, and infection control standards.