Hospital-at-Home Co-ordinator

Role Overview

As part of Speedoc's new Command Center, the SC3 Coordinator plays a critical role in managing both patient operations and customer experience. This hybrid position combines service booking, patient coordination, hospital liaison work, and high-quality customer support.

You will be at the heart of our healthcare operations-ensuring patients receive timely care, supporting hospitals with accurate updates, and delivering a seamless end-to-end experience for every stakeholder. This role is essential to Speedoc's mission of reshaping patient-centric healthcare.

Key Responsibilities

1. Customer & Patient Interaction

• Manage inbound and outbound calls for patient enquiries, service bookings, and follow-ups.

• Assist customers with arranging home healthcare services including doctor visits, nursing care, monitoring, and ambulance requests.

• Clearly explain Speedoc's services, promotions, care pathways, and operational processes.

2. Service Booking & Operational Coordination

• Schedule patient appointments and coordinate with internal teams such as doctors, nurses, and paramedics.

• Arrange external logistics including ambulances and courier services when required.

• Ensure all bookings are accurate, timely, and aligned with service standards.

3. Hospital & Partner Liaison

• Communicate with hospital partners to provide updates on patients enrolled in their home care programs.

• Manage admissions, discharge follow-ups, and clarification requests from healthcare partners.

• Ensure service consistency and smooth operational handovers.

4. Problem-Solving & Issue Resolution

• Identify gaps in bookings, patient information, or partner communication and resolve them promptly.

• Handle challenging situations calmly and professionally, ensuring minimal disruption to care delivery.

5. Documentation & Systems Management

• Maintain accurate records of all patient interactions, service details, and daily operations in Speedoc's systems.

• Update call logs, appointment status, progress notes, and hospital-related documentation.

6. Quality, Performance & Continuous Improvement

• Meet individual and team KPIs related to call handling, booking accuracy, response times, and service quality.

• Contribute ideas to improve Command Center workflow, customer satisfaction, and operational efficiency.

• Participate in regular training to stay updated on Speedoc's services, clinical workflows, and partner requirements.

Requirements

Education & Experience

• Bachelor's degree in any field OR 2+ years of experience in customer service, healthcare coordination, call center operations, or related roles.

• Experience in healthcare operations or hospital coordination is an advantage.

Skills & Competencies

• Excellent verbal communication and active listening skills.

• Strong multitasking ability and attention to detail.

• Ability to remain calm and professional under pressure.

• Familiarity with call center systems, booking platforms, or healthcare documentation.

• Strong problem-solving skills and a customer-first mindset.

Personal Traits

• Empathetic, patient-centric, and service-oriented.

• Organized, reliable, and able to work in a fast-paced Command Center environment.

• Team player with a positive attitude and willingness to learn.