Job Description – Patient Care CoordinatorPosition Title
- *Patient Care Coordinator**
Location
Mumbai (Andheri East)
Company
- *Procare Health Advisors Pvt. Ltd.**
About Procare
Procare Health Advisors Pvt. Ltd. is one of Mumbai's leading home healthcare companies, providing nursing care, attendants, physiotherapy, medical equipment rentals, diagnostics, doctor visits, ICU setups at home, and comprehensive out\-of\-hospital care solutions.
We are looking for compassionate, customer\-focused, and highly organized professionals to join our growing Patient Care Team.
Role Summary
The Patient Care Coordinator will serve as the primary point of contact between patients, families, hospitals, and Procare's operations team. The role involves coordinating patient services, ensuring smooth service delivery, handling inquiries and complaints, and maintaining high levels of patient satisfaction.
Key ResponsibilitiesPatient \& Family Coordination
- Handle inbound and outbound calls from patients and families.
- Understand patient requirements and recommend appropriate services.
- Provide updates regarding staff deployment, equipment delivery, and ongoing services.
- Ensure a smooth onboarding experience for new patients.
Service Coordination
- Coordinate with Operations, Staffing, Logistics, and Accounts teams.
- Follow up on nurse, attendant, physiotherapy, and equipment requirements.
- Ensure timely execution of services as committed to clients.
- Escalate urgent cases to concerned departments promptly.
Complaint Resolution
- Address patient concerns and complaints professionally.
- Coordinate internally to ensure timely resolution.
- Maintain proper records of complaints and actions taken.
Customer Relationship Management
- Build strong relationships with patients and families.
- Conduct follow\-up calls to assess service satisfaction.
- Collect patient feedback and Net Promoter Scores (NPS).
Documentation \& CRM Management
- Update patient records and service details in the CRM.
- Maintain accurate communication logs and case notes.
- Track service requests and follow\-up actions.
- Use AI systems to ensure efficient functioning of day to day activities
Billing \& Payment Coordination
- Assist clients with invoice\-related queries.
- Coordinate with the Accounts Team for payment follow\-ups when required.
- Support clients regarding payment methods and billing schedules.
Desired Skills
- Excellent communication skills in English, Hindi, and preferably Marathi.
- Strong customer service orientation.
Preferred Experience
* 2–5 years of experience in
- Healthcare BPO
- Customer Service
- Hospital Coordination
- Patient Relationship Management
- Insurance or Medical Process
Preferred Background
- Home Healthcare
- Hospitals
- Healthcare Startups
- Medical Insurance
- Healthcare Call Centers
- Premium Customer Service BPOs
Educational Qualification
- Graduate in any discipline.
- Healthcare Management, Hospital Administration, Nursing, or Allied Healthcare qualifications will be an added advantage.
Key Performance Indicators (KPIs)
- Patient Satisfaction Score
- Net Promoter Score (NPS)
- Response Time to Patient Queries
- Complaint Resolution Time
- Service Coordination Accuracy
- Patient Retention Rate
- CRM Data Accuracy
- Collection Support Effectiveness
What We Offer
- Opportunity to work with a rapidly growing healthcare organization.
- Exposure to hospital partnerships and advanced home healthcare services.
- Career growth into Team Leader, Operations Manager, or Patient Experience Manager roles.
- Meaningful work that directly impacts patients and families.
Ideal Candidate Profile
- "A patient care coordinator at Procare should combine the professionalism of a customer success executive, the empathy of a healthcare worker, and the efficiency of an operations coordinator."*
- Ability to remain calm and professional under pressure.
- Good problem\-solving and conflict\-resolution skills.
- Basic computer proficiency (MS Office, CRM software, email).
- Strong coordination and multitasking abilities.
- Empathy and compassion while dealing with patients and families.
Pay: ₹20,000\.00 \- ₹35,000\.00 per month
Benefits
Work Location: In person