Surgical Patient Journey Coordination - Act as the primary point of contact for surgical patients throughout their surgical journey.
- Coordinate surgery patients/ package registrations, appointments, follow-ups, and patient requests.
- Coordinate surgical consultations, investigations, pre-operative assessments, admissions, and follow-up appointments.
- Guide patients regarding surgical preparation requirements, documentation, insurance approvals, estimated costs, and admission processes.
- Ensure timely scheduling and coordination of surgeries.
- Conduct regular follow-up with patients to ensure readiness for surgery.
Surgical Booking and Scheduling Management - Coordinate OT bookings in collaboration with surgeons, nursing teams, anaesthetists, and OT staff.
- Ensure all required investigations, consents, and clinical clearances are completed prior to surgery.
- Monitor and maintain surgical schedules and booking records.
- Coordinate any surgery rescheduling, cancellations, or changes.
- Ensure optimal utilization of theatre slots.
Clinical and Operational Coordination - Liaise closely with Surgeons, Anaesthetists, Nursing Teams, Operating Theatre Staff, Radiology, Laboratory, Pharmacy, and Patient Administration teams.
- Facilitate smooth communication between patients and healthcare providers.
- Escalate patient concerns and operational issues to relevant departments.
- Coordinate multidisciplinary requirements for surgical patients.
Insurance and Financial Coordination - Coordinate pre-authorization and approval requirements with insurance departments.
- Liaise with Finance and Revenue Cycle Management regarding surgical estimates and billing requirements.
- Ensure patients receive appropriate financial counselling and package information where applicable.
- Monitor approval turnaround times and follow up on pending authorizations.
Patient Experience - Ensure a high standard of customer service for all surgical patients.
- Address patient concerns, complaints, and service requests promptly and professionally.
- Support VIP surgical patients and priority cases where required.
- Promote a positive and coordinated patient experience throughout all stages of care.
Reporting and Quality Improvement - Maintain surgical booking databases, trackers, and patient records.
- Prepare reports on:
- Surgical volumes
- OT utilization
- Cancellation rates
- Insurance approval turnaround times
- Patient satisfaction
- Revenue performance
- Participate in departmental audits and quality improvement initiatives.
- Support achievement of departmental KPIs and operational objectives.
Compliance - Ensure compliance with hospital policies, patient confidentiality requirements, and regulatory standards.
- Support accreditation and quality initiatives related to surgical services.
- Adhere to all NMC policies, procedures, patient safety, and infection control standards.
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