The Patient Care Coordinator serves as a key liaison between the surgical facility and patients, ensuring a smooth experience from initial consultation through post-operative follow-up. This role also involves guiding patients through the decision-making process for surgery, including handling surgery-related sales and education.
Key Responsibilities:
Scheduling & Communication:
- Book and manage appointments and OR schedules using the EMR system (Accuro).
- Confirm appointments and send out confirmation emails.
- Coordinate post-operative follow-up appointment
Patient Support & Education:
- Greet patients professionally.
- Ensure patients complete surgical history forms and understand surgical procedures, expectations, and post-op care.
- Provide patients with brochures and detailed procedural information after surgical consultation.
- Answer questions regarding the procedure or consent form and escalate issues to the surgeon when needed.
Sales & Conversion Support:
- Support the conversion process by reviewing surgical goals and expectations with patients after the surgeon’s consultation.
- Guide patients in making informed decisions, confirm surgical plans, and provide logistical support once surgery is scheduled.
- Ensure patients or their pharmacies receive the correct pre-operative medications.
- Sales Experience is an asset.
Operational & Clinical Coordination:
- Communicate relevant patient concerns (e.g., allergies, special needs) to the OR staff.
- Document all patient interactions, decisions, and follow-ups in the EMR for continuity of care.
This role is crucial for delivering exceptional patient service, enhancing surgical case acceptance, and ensuring operational efficiency throughout the patient care journey.
Requirements/Education
- Relevant experience valued over formal education
- No degree or diploma necessary
Experience
- 1-2 years of customer/patient care experience is preferred but not required
Hard Skills
- Proficient in Electronic Medical Records (EMR) systems, particularly Accuro
- Skilled in appointment and surgical scheduling within clinical software
- Experience with patient communication via phone, email, and EMR platforms
- Ability to accurately document patient interactions, decisions, and follow-ups in EMR systems
- Knowledge of pre- and post-operative protocols and medical terminology
- Familiarity with surgical history forms, informed consent procedures, and patient education materials
- Proficient in coordinating pharmacy prescriptions and pre-operative medication logistics
- Understanding of clinical workflows and ability to relay patient information (e.g., allergies, special needs) to surgical staff
- Basic sales and consultation support skills related to planned medical procedures
- Competency in using standard office software (e.g., MS Office Suite: Word, Excel, Outlook)
- Ability to manage and organize patient education materials, brochures, and forms
- Knowledge of privacy and confidentiality protocols (e.g., HIPAA or PHIPA compliance)
- Experience with follow-up appointment coordination and continuity-of-care practices
Soft Skills
- Strong interpersonal and communication skills for clear and compassionate patient interactions
- Empathy and patience to support patients through decision-making and surgical processes
- Active listening skills to accurately understand patient concerns and questions
- Ability to explain complex medical information in an understandable and reassuring manner
- Excellent organizational and multitasking skills to manage scheduling, follow-ups, and documentation
- Problem-solving skills to address patient issues and coordinate with clinical teams effectively
- Professionalism and diplomacy in handling sensitive information and patient education
- Persuasive and supportive approach to assist patients in surgical conversion and compliance
- Attention to detail to ensure accurate recording and communication of patient data and instructions
- Collaboration skills to work seamlessly with surgeons, clinical staff, and administrative teams
- Adaptability to respond to changing schedules and patient needs in a dynamic healthcare environment
Licences and/or Certifications: N/A
Job Type: Full-time
Pay: $21.00-$25.00 per hour
Benefits:
- Dental care
- Extended health care
- On-site parking
- Vision care
Work Location: In person
