Job Overview
The Patient Care Coordinator plays a key role in ensuring a seamless and positive patient journey-from initial enquiry through to treatment completion. This role involves coordinating appointments, explaining treatment plans, managing patient communications, and supporting daily clinic operations to deliver a high standard of care and service.
Key Roles & Responsibilities
1. Patient Coordination & Experience
- Serve as the main point of contact via WhatsApp, phone calls, and email
- Ensure a smooth and positive patient journey from first enquiry to post-treatment
- Follow up on appointments, treatment plans, and recalls
- Manage patient feedback, concerns, and service recovery professionally
2. Treatment Coordination
- Clearly explain treatment plans, procedures, and fees to patients
- Guide patients through treatment options and payment plans to support case acceptance
- Coordinate treatment schedules based on doctor availability and patient needs
- Ensure all necessary consents and documentation are completed prior to treatment
3. Appointment & Scheduling Management
- Manage and coordinate daily appointment bookings across all branches
- Optimise chair utilisation and minimise gaps or last-minute cancellations
- Handle rescheduling efficiently with proper follow-up
- Occasionally coordinate or respond to appointment requests outside of standard working hours to accommodate patient needs
4. Financial Coordination
- Provide accurate quotations and explain pricing breakdowns
- Assist patients with payment options (cash, instalments, insurance where applicable)
- Ensure accurate billing and timely updating of treatment charges
5. Administrative & System Support
- Maintain accurate and up-to-date patient records (e.g. Plato system)
- Ensure treatment notes, lab cases, and charges are properly documented
- Coordinate with Clinic ICs and doctors on case progress and requirements
6. Communication & Team Coordination
- Work closely with doctors, nurses, and front desk teams
- Support internal communication for all patient-related matters
- Assist in coordinating specialised cases (e.g. Invisalign/Zenyum, dental implants, facial aesthetics)
7. Compliance & SOP Adherence
- Ensure all processes adhere to clinic SOPs and regulatory standards
- Maintain strict patient confidentiality and data protection
- Communicate clinic policies clearly (e.g. sterilisation protocols, fees, consent)
8. Sales & KPI Support
- Support clinic targets by improving case acceptance rates
- Follow up on pending treatments and convert enquiries into confirmed cases
- Track and report patient conversion rates and treatment progress
Key Skills & Requirements
- Strong communication and interpersonal skills
- Highly organised with good multitasking abilities
- Customer service-oriented mindset
- Basic understanding of dental treatments (training provided)
- Prior experience in healthcare or dental settings is an advantage
Working Environment
- Multi-branch clinic setting (Orchard, Tai Seng, Raffles Place)
- Fast-paced, patient-focused environment
- Requires coordination across multiple teams and schedules
- Flexibility to travel across clinics to provide support when required
- May require occasional availability outside standard working hours to support patient enquiries and appointment coordination
