Patient Coordinator

Role Overview

Patient Coordinator at metabolic.health, a healthcare clinic specializing in comprehensive diabetes care. Located in the UAE.

Company Overview

metabolic.health is a leading healthcare clinic that specializes in comprehensive diabetes care. The mission is to improve the lives of people living with diabetes through innovative technology and compassionate care. The clinic leverages the latest advancements in wearables, IoT devices, machine learning, and artificial intelligence to empower clinicians and provide personalized and data-driven coaching to patients.

Role Purpose

The Patient Coordinator is a patient-facing role responsible for driving new patient enrollments into selected programs, leading structured onboarding for newly enrolled patients, and managing ongoing patient retention through proactive engagement across the patient lifecycle.

Key Responsibilities

Program Sales and Enrollment

• Convert qualified in-clinic prospects into enrolled patients for designated programs.
• Conduct structured consultations to understand patient needs and clearly present the clinical and financial value of programs.
• Proactively engage and convert prospective patients through direct, consultative sales conversations via phone, WhatsApp, Meta Channels, and email with a clear focus on program enrollment and revenue generation while maintaining sales SLAs.
• Cross-sell and upsell relevant services to existing patients.
• Meet or exceed monthly and quarterly enrollment and revenue targets.
• Conduct onboarding as a milestone-based process and schedule the patient's next appointment or follow-up prior to the conclusion of the session.

Patient Retention and Engagement

• Proactively engage patients throughout their care journey to maintain consistent attendance, adherence, and progress.
• Contact patients in advance of upcoming appointments, refill dates, and program milestones via phone, WhatsApp, and email.
• Identify and respond to at-risk patients in a timely manner, applying the appropriate retention measures.
• Conduct structured re-engagement outreach for patients showing signs of disengagement.
• Maintain accurate documentation of all retention activities and outcomes in the CRM.

Program Coordination

• Schedule appointments and manage patient flow through EMR systems.
• Verify insurance eligibility for services and coordinate with clinical teams for both in-person and remote visits, including at-home blood tests and pharmacy deliveries.
• Facilitate efficient in-clinic patient flow by maintaining clear communication with both patients and clinical staff.
• Maintain accurate and timely documentation of patient interactions, program progress, and service delivery.

Patient Relationship Management

• Build strong relationships with patients, serving as their primary point of contact.
• Address inquiries and concerns promptly to ensure a positive patient experience and retention.

Product Knowledge and Promotion

• Maintain up-to-date knowledge of company services and healthcare industry trends.
• Confidently articulate the clinical benefits and return on investment of programs to drive patient decision-making.

Qualifications & Experience

• Bachelor's degree in healthcare administration, management, or a related field.
• At least 2 years of direct sales experience in a healthcare, medical, or wellness environment in the UAE.
• Demonstrable track record of meeting or exceeding sales targets in a healthcare setting, with evidence of closed deals or enrollment conversions.
• Experience with CRM, EMR, and insurance systems required.
• Professional, adaptable, and patient-focused approach.

Skills & Competencies

• Strong communication, interpersonal, and problem-solving skills.
• CRM proficiency.
• EMR proficiency.
• Insurance systems proficiency.

Additional Information

• Ability to work weekends and public holidays.
• Candidates with a background in B2C or consultative sales outside of healthcare will not be considered.
• Experience in a patient coordination role alone will not be considered as a substitute for direct sales experience.