Job Description

Physiotherapy Patient Journey Coordination

• Act as the primary point of contact for physiotherapy patients throughout their treatment journey.
• Coordinate physiotherapy registrations, appointments, treatment sessions, follow-ups, and patient inquiries.
• Schedule initial assessments, treatment plans, and rehabilitation sessions.
• Educate patients regarding treatment schedules, required documentation, insurance approvals, and package information.
• Conduct follow-up calls to ensure treatment compliance and continuity of care.
• Coordinate patient referrals from physicians and other specialties.

Appointment Scheduling and Capacity Management

• Manage physiotherapy appointment calendars and therapist schedules.
• Ensure efficient utilization of physiotherapy treatment rooms and resources.
• Coordinate appointment rescheduling, cancellations, and waiting lists.
• Monitor therapist availability and optimize appointment allocation.

Clinical and Operational Coordination

• Liaise closely with Physiotherapists, Orthopaedic Consultants, Sports Medicine Specialists, Neurologists, Rehabilitation Teams, and other referring Specialities, Patient Administration, and Customer Experience teams.
• Facilitate smooth communication between patients and healthcare providers.
• Ensure all required documentation, referrals, and approvals are available prior to treatment.
• Escalate patient concerns and operational issues to relevant departments.

Insurance and Financial Coordination

• Coordinate insurance approvals and authorization requirements for physiotherapy services.
• Liaise with Finance and Revenue Cycle Management regarding treatment packages, billing, and estimates.
• Monitor pending approvals and ensure timely follow-up.
• Support patients with treatment package and payment-related inquiries.

Patient Experience

• Ensure a high standard of customer service for physiotherapy patients.
• Manage patient concerns, complaints, and service recovery initiatives.
• Support VIP patients and priority rehabilitation programs.
• Promote patient satisfaction and adherence to treatment plans.

Reporting and Quality Improvement

• Maintain physiotherapy databases, appointment trackers, and utilization reports.
• Support departmental KPI achievement.
• Prepare reports on:
• Physiotherapy volumes
• Appointment utilization rates
• Patient follow-up compliance
• Cancellation and no-show rates
• Insurance approval turnaround times
• Patient satisfaction scores
• Revenue performance.

Compliance

• Ensure compliance with hospital policies, patient confidentiality requirements, and regulatory standards.
• Adhere to all NMC patient safety, infection control, and quality standards.
• Maintain accurate and timely documentation.

Physiotherapy Patient Journey Coordination

• Act as the primary point of contact for physiotherapy patients throughout their treatment journey.
• Coordinate physiotherapy registrations, appointments, treatment sessions, follow-ups, and patient inquiries.
• Schedule initial assessments, treatment plans, and rehabilitation sessions.
• Educate patients regarding treatment schedules, required documentation, insurance approvals, and package information.
• Conduct follow-up calls to ensure treatment compliance and continuity of care.
• Coordinate patient referrals from physicians and other specialties.

Appointment Scheduling and Capacity Management

• Manage physiotherapy appointment calendars and therapist schedules.
• Ensure efficient utilization of physiotherapy treatment rooms and resources.
• Coordinate appointment rescheduling, cancellations, and waiting lists.
• Monitor therapist availability and optimize appointment allocation.

Clinical and Operational Coordination

• Liaise closely with Physiotherapists, Orthopaedic Consultants, Sports Medicine Specialists, Neurologists, Rehabilitation Teams, and other referring Specialities, Patient Administration, and Customer Experience teams.
• Facilitate smooth communication between patients and healthcare providers.
• Ensure all required documentation, referrals, and approvals are available prior to treatment.
• Escalate patient concerns and operational issues to relevant departments.

Insurance and Financial Coordination

• Coordinate insurance approvals and authorization requirements for physiotherapy services.
• Liaise with Finance and Revenue Cycle Management regarding treatment packages, billing, and estimates.
• Monitor pending approvals and ensure timely follow-up.
• Support patients with treatment package and payment-related inquiries.

Patient Experience

• Ensure a high standard of customer service for physiotherapy patients.
• Manage patient concerns, complaints, and service recovery initiatives.
• Support VIP patients and priority rehabilitation programs.
• Promote patient satisfaction and adherence to treatment plans.

Reporting and Quality Improvement

• Maintain physiotherapy databases, appointment trackers, and utilization reports.
• Support departmental KPI achievement.
• Prepare reports on:
• Physiotherapy volumes
• Appointment utilization rates
• Patient follow-up compliance
• Cancellation and no-show rates
• Insurance approval turnaround times
• Patient satisfaction scores
• Revenue performance.

Compliance

• Ensure compliance with hospital policies, patient confidentiality requirements, and regulatory standards.
• Adhere to all NMC patient safety, infection control, and quality standards.
• Maintain accurate and timely documentation.

Bachelor’s degree in healthcare administration, Hospital Administration, Physiotherapy, or a related healthcare field.

· Minimum 2 years of experience in patient coordination, rehabilitation services, physiotherapy operations, or healthcare administration.

· UAE healthcare experience preferred.