Clinic Coordinator
NMC Healthcare · Sharjah
Physiotherapy Patient Journey Coordination
- Act as the primary point of contact for physiotherapy patients throughout their treatment journey.
- Coordinate physiotherapy registrations, appointments, treatment sessions, follow-ups, and patient inquiries.
- Schedule initial assessments, treatment plans, and rehabilitation sessions.
- Educate patients regarding treatment schedules, required documentation, insurance approvals, and package information.
- Conduct follow-up calls to ensure treatment compliance and continuity of care.
- Coordinate patient referrals from physicians and other specialties.
Appointment Scheduling and Capacity Management
- Manage physiotherapy appointment calendars and therapist schedules.
- Ensure efficient utilization of physiotherapy treatment rooms and resources.
- Coordinate appointment rescheduling, cancellations, and waiting lists.
- Monitor therapist availability and optimize appointment allocation.
Clinical and Operational Coordination
- Liaise closely with Physiotherapists, Orthopaedic Consultants, Sports Medicine Specialists, Neurologists, Rehabilitation Teams, and other referring Specialities, Patient Administration, and Customer Experience teams.
- Facilitate smooth communication between patients and healthcare providers.
- Ensure all required documentation, referrals, and approvals are available prior to treatment.
- Escalate patient concerns and operational issues to relevant departments.
Insurance and Financial Coordination
- Coordinate insurance approvals and authorization requirements for physiotherapy services.
- Liaise with Finance and Revenue Cycle Management regarding treatment packages, billing, and estimates.
- Monitor pending approvals and ensure timely follow-up.
- Support patients with treatment package and payment-related inquiries.
Patient Experience
- Ensure a high standard of customer service for physiotherapy patients.
- Manage patient concerns, complaints, and service recovery initiatives.
- Support VIP patients and priority rehabilitation programs.
- Promote patient satisfaction and adherence to treatment plans.
Reporting and Quality Improvement
- Maintain physiotherapy databases, appointment trackers, and utilization reports.
- Support departmental KPI achievement.
- Prepare reports on:
- Physiotherapy volumes
- Appointment utilization rates
- Patient follow-up compliance
- Cancellation and no-show rates
- Insurance approval turnaround times
- Patient satisfaction scores
- Revenue performance.
Compliance
- Ensure compliance with hospital policies, patient confidentiality requirements, and regulatory standards.
- Adhere to all NMC patient safety, infection control, and quality standards.
- Maintain accurate and timely documentation.