Patient Care Coordinator

As part of the Patient Care Coordinator (PCC) team of the Smilefocus and GPA Dental Clinic family, the PCC will be the first point of contact for patients. They will provide exceptional dental services for all our patients, working in conjunction with the PCC team leaders, Supervisors and Clinic Managers.

JOB RESPONSIBILITIES:

Patient Care Coordinator Responsibilities:

• Strong collaboration with the medical and nursing staff to ensure smooth and timely patient flow in the clinic.

• Always professional presentation with a clean, wrinkle-free uniform and name badge.

• Provide exemplary standard of patient service to maintain the good name of the Smilefocus and GPA Dental Clinic family.

• Answer all phone calls and enquiries promptly.

• Manage patient feedback and complaints and escalate them appropriately.

• Be informed, updated and knowledgeable of clinic practice and services.

• Elicit patient feedback to drive continuous service improvement.

• Attend Support Staff Meetings, provide input on operational issues and act promptly on decisions.

In-Clinic patient-facing Duties:

• Ensure you are ready on time to receive patients.

• Maintain a clean, organised, and welcoming patient service desk, reception and waiting area.

• Greet patients and visitors to the clinic with warmth and professionalism.

• Manage daily clinic appointment bookings, inbound calls and respond to clinic-specific queries promptly.

• Book appointments for patients appropriately including all follow-up.

• Managing in-clinic delays by coordinating with patients and dentists involved. Seek advice for complex cases.

• Oversee in-clinic Insurance Direct Billing (IDB) tasks, updates on insurance details, claims, and billing processes.

• Check patients in and out of appointments and collect payments at the time of service.

• Know the location of emergency equipment in the clinic.

• Facilitate clinic closure at the end of the day

  • All computer terminals are “logged off”

  • The banking is balanced

  • The cashier drawer, tills, insurance PAD forms and clinic keys are locked/placed in the designated location.

Telephone and email responsibilities:

• Handle all calls courteously.

• Maintain accurate records of communication.

• Answer phones promptly.

• Monitor and sort incoming clinic emails and messages, and respond quickly.

• Assist patients with scheduling, and service-related information via email.

• Escalate time-sensitive or complex issues.

• Ensure compliance with patient confidentiality standards and data protection (PDPA).

• Confirm online bookings, verify, and record purpose correctly.

JOB REQUIREMENTS: -

• NITEC / Higher NITEC / Diploma in Healthcare Administration, Business, or related field.

• At least 2 years of experience in a healthcare, clinic, or patient/customer service setting is preferred.

• Prior experience with front-desk operations, call centre work, or patient services will be an advantage.

• Proficient in using Microsoft Office applications, clinic management systems

• Familiarity with medical and/or dental terminology and clinical workflows is desirable.

• Ability to multitask effectively and manage time well.

• Strong interpersonal skills, with a warm and patient-centric approach.

• Strong problem-solving skills.

• Collaborative team player.

• Proactive attitude