Clinic Coordinator

Role Overview

Clinic Coordinator at NMC Healthcare. The role is based at NMC Royal Hospital, Sharjah and focuses on physiotherapy patient journey coordination.

Company Overview

NMC Royal Hospital, Sharjah is a private general hospital with a total capacity of 167 beds, including Royal Suites and VIP Rooms. It offers a variety of services with multiple specialties in an all-private room inpatient facility. Employees are drawn from around the globe and are well trained in their respective areas of expertise. Outpatient clinics are set up with highly advanced diagnostic, clinical, and state-of-the-art medical equipment.

Role Purpose

Act as the primary point of contact for physiotherapy patients throughout their treatment journey, coordinating all aspects of patient care from registration and scheduling through follow-up, while managing capacity, insurance approvals, and reporting to support high-quality patient experience and departmental performance.

Key Responsibilities

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, and 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.

Qualifications & Experience

• Bachelor's degree in healthcare administration, Hospital Administration, Physiotherapy, or a related healthcare field.
• Minimum 2 years of experience in patient coordination, rehabilitation services, physiotherapy operations, or healthcare administration.
• UAE healthcare experience preferred.