HealthHarmonie
Patient Coordinator
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Role Purpose
The Patient Coordinator is the first point of contact for prospective private patients engaging with MyMedinet's elective healthcare services. The role ensures patients receive clear, accurate, and fully informed guidance throughout their decision-making process. Coordinators work closely with clinicians and internal operational teams to deliver a seamless, patient-centered pathway across acute hospital and community outpatient settings.
Performance in this role directly influences service outcomes, and remuneration includes commission linked to conversion and pathway performance.
Key Responsibilities
Patient Enquiry Handling & Informed Content Delivery
- Respond promptly and professionally to all patient enquiries (phone, email, digital channels).
- Provide comprehensive, accurate information about clinical services, pathways, pricing, appointment options, and expected timelines.
- Support patients to become fully informed ahead of choosing to proceed with treatment, ensuring clarity on risks, benefits, and next steps.
- Use CRM tools to track patient progress, deliver timely updates, and conduct courtesy follow-ups, consistent with private patient coordinator roles in UK providers.
Clinician Collaboration & Consultation Support
- Work with clinicians to prepare and deliver informed content consultations.
- Chaperone video clinics, ensuring smooth technical setup, patient comfort, and accurate documentation.
- Coordinate pre-consultation information gathering (medical history, referral details, previous investigations).
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Pathway Coordination
- Act as the single point of contact for patients from enquiry through to discharge, mirroring best practice in private patient pathway management.
- Liaise with internal operational teams to ensure seamless scheduling, diagnostics, follow-up appointments, and onward referrals.
- Maintain up-to-date knowledge of hospital processes, clinical procedures, and associated costs.
- Support conversion from enquiry to consultation and from consultation to treatment.
Administration & Data Management
- Collect and verify patient information, including medical histories and insurer details where applicable.
- Manage patient records within CRM and clinical systems, ensuring accuracy and compliance.
- Process payments, issue invoices, and support financial queries.
- Generate activity reports (enquiries, conversions, revenue, satisfaction metrics).
Customer Service & Patient Experience
- Deliver a professional, empathetic, and responsive service at all times.
- Build rapport with patients to support confidence in their care pathway.
- Manage patient satisfaction surveys and escalate concerns appropriately.
- Uphold MyMedinet's commitment to high-quality, patient-centric elective care, aligned with Medinet Group's wider mission.
Skills & Competencies
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- Exceptional communication skills (written, verbal, digital).
- Strong ability to explain clinical pathways in accessible, patient-friendly language.
- Confident in supporting video consultations and digital patient engagement.
- High level of organisation, accuracy, and attention to detail.
- Ability to manage multiple patient pathways simultaneously.
- Problem-solving and conflict-resolution skills, consistent with private patient coordinator expectations.
- Comfortable working to performance-based targets and commission structures.
- Experience in healthcare, private patient services, or customer-facing roles is highly desirable.
Experience & Qualifications
- Background in healthcare administration, private patient coordination, or customer service within clinical environments.
- Familiarity with elective care pathways, outpatient processes, and clinical terminology.
- Proficiency with CRM systems and digital communication platforms.
- No formal clinical qualification required, but experience liaising with clinicians is advantageous.
Working Model & Environment
- Hybrid mix of remote digital coordination and some onsite support depending on service needs.
- Collaboration with clinicians, operational managers, scheduling teams, and external partners.
- Commission-based performance incentives aligned to enquiry conversion, patient satisfaction, and pathway efficiency.
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