About this role
The Clinical Coordinator acts as a vital link between patients, internal stakeholders, and the hospital team (SOS) within a virtual healthcare environment. Key responsibilities include: ● Providing counselling and guidance to patients throughout their treatment journey. ● Validating prescriptions, facilitating immediate or emergency admissions, and raising red flags to relevant stakeholders. ● Coordinating admission confirmations and supporting a smooth recovery process. ● Delivering comprehensive patient support from pre-operative preparation to post-discharge follow-up. ● Conducting structured follow-up calls to monitor patient progress and address concerns. ● Offering clinical guidance to the IS team for accurate case handling and query resolution. Key Responsibilities: 1. Patient Coordination & Counselling ● Connect with patients virtually to assess clinical status and guide them through treatment. ● Conduct pre-op, post-op, and post-discharge calls. ● Educate patients on medications, discharge instructions, and recovery. ● Coordinate with doctors or the hospital medical team to resolve any clinical concerns. 2. Admission & IPD Confirmation ● Verify and confirm admissions post confirmation from relevant stakeholders. ● Connect and document same-day OPD to IPD. ● Coordinate with Care Buddies and internal teams for approvals and follow-ups. ● Escalate high-risk or urgent cases to relevant stakeholders. 3. Prescription Validation & Compliance ● Review and validate prescriptions for accuracy and completeness. ● Ensure timely validation of prescriptions as per TAT. ● Report deviations or incomplete prescriptions promptly. 4. Post-Operative / Discharge & Follow-Up Management ● Conduct follow-up calls on Day 1, post-surgery/discharge. ● Monitor recovery, address concerns, and escalate clinical issues. ● Document patient interactions accurately in LSQ / Email as per requirement. 5. Communication & Collaboration ● Liaise with Team, Care Buddies, CST Team, FinOps and Hospital Teams (SOS) for smooth patient experience. ● Ensure timely updates via email or system logs. ● Participate in huddles, review meetings, and feedback discussions for process improvement. Skills & Competencies: ● Strong clinical knowledge and patient-handling skills. ● Excellent communication, empathy, and counselling abilities. ● Good understanding of workflow processes. ● Proficiency in data entry, documentation, and relevant systems tools. ● Ability to prioritize patient cases efficiently. Qualifications: ● B.Sc Nursing / GNM / BDS /. ● Minimum 1–3 years of experience in hospital operations, clinical coordination, patient counselling, or telehealth services. ● Prior experience in healthcare process management is preferred. Key Performance Indicators (KPIs): ● Timely completion of all validation and follow-up calls. ● Accuracy of documentation and tagging. ● Patient satisfaction and feedback scores. ● Adherence to SOPs and escalation timelines. ● Reduction in pending or delayed prescription validations.