| Detail | For this role |
|---|---|
| Department | Hospital Administration |
| Level | Entry level |
| Reports to | Front Office Manager (Hospital) or Hospital Operations Manager |
| Direct reports | None |
| Experience | Fresher or up to 3 years in patient coordination, front office or customer service |
Patient Care Coordinator job description template
Copy this job description, replace the text in square brackets and post it on your careers page or a job portal.
Job title: Patient Care Coordinator
Department: Hospital Administration
Reports to: Front Office Manager (Hospital) or Hospital Operations Manager
Location: [City], [office, branch or site]
About the role
A Patient Care Coordinator guides patients through their journey at a hospital, focusing on service rather than clinical treatment. They help patients with health check packages, admissions, appointments and follow-ups, explain processes, and stay in touch so patients feel looked after. The role handles international or corporate patients in some hospitals and coordinates their whole visit. In an Indian hospital the patient care coordinator is a friendly, organised point of contact who reduces confusion, follows up on pending steps, and keeps patients informed from enquiry to discharge and beyond.
Key responsibilities
- Guide patients through the hospital journey, from enquiry and appointment to admission, discharge and follow-up.
- Explain health check packages, estimates and processes so patients know what to expect.
- Coordinate appointments, investigations and consultations on behalf of assigned patients.
- Stay in touch with patients during their visit and follow up after discharge for reviews.
- Support corporate, international or health-check patients with their whole visit where assigned.
- Answer patient queries and connect them to billing, insurance or clinical teams as needed.
- Help complete formalities so patients do not run between counters unnecessarily.
- Collect feedback during and after the visit and share it with the experience team.
- Maintain patient contact details and follow-up schedules accurately in the system.
- Flag service gaps and delays to the manager so they can be fixed.
Requirements
- Graduate in any stream, a healthcare or hospitality background preferred
- Good communication in the local language, Hindi and English
- A diploma in hospital administration is an advantage
- Fresher or up to 3 years in patient coordination, front office or customer service
KRAs and KPIs for a Patient Care Coordinator
Key result areas for the appraisal form, each with a KPI you can measure every month or quarter.
| Key result area | How to measure it |
|---|---|
| Journey support | Assigned patients guided through their visit with steps completed on time |
| Follow-up | Post-visit follow-ups completed for the target share of assigned patients |
| Query handling | Patient queries answered or routed within the agreed time |
| Package coordination | Health check and package visits coordinated without missed tests |
| Feedback | Feedback collected from assigned patients as per the plan |
| Satisfaction | Coordinated patient satisfaction at or above the target each quarter |
Skills and tools
Tools used day to day: Hospital Information System (HIS), Appointment scheduler, MS Excel, WhatsApp or call for follow-up, Feedback tools.
Reporting line and career path
Next roles: Senior Patient Care Coordinator, Patient Experience Coordinator, Front Office Manager (Hospital)
Interview questions for a Patient Care Coordinator
- How would you guide a first-time patient through a full health check day?
- A patient feels lost between departments. How do you help them?
- How do you follow up with patients after discharge without being intrusive?
- A corporate patient has a complaint about their visit. How do you handle it?
- How do you keep track of follow-ups for many patients at once?
- What would you do if a package test was missed during a patient's visit?
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What does a patient care coordinator do?
A patient care coordinator guides patients through their hospital journey, focusing on service rather than treatment. They help with packages, appointments, admissions and follow-ups, explain processes, and stay in touch so patients feel looked after. They coordinate the whole visit for assigned patients, answer queries, collect feedback, and flag service gaps to management.
What is the difference between a patient care coordinator and a clinical coordinator?
A patient care coordinator focuses on the patient's overall experience and non-clinical journey: packages, appointments, follow-ups and communication. A clinical coordinator works closer to the clinical team, following up doctor orders, reports and discharges inside a ward or unit. The care coordinator is service-led, while the clinical coordinator is treatment-flow-led.
What skills does a patient care coordinator need?
The role needs warm communication in the local language, Hindi and English, strong organisation for tracking many patients, and genuine empathy. Follow-up discipline and basic knowledge of hospital processes help. A healthcare or hospitality background is useful, along with patience and the ability to reduce confusion for anxious patients and families.