Patient Care Coordinator

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.

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

1. 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

1. 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

1. 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

1. 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

1. 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)

1. 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)

1. 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

• 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

• 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