The Emergency Services Desk Coordinator is responsible for managing the front-end administrative operations of the Emergency Department in compliance with NABH standards. This role ensures smooth patient flow, timely registration, accurate documentation, interdepartmental coordination, and enhanced patient experience during emergency situations.
Key Responsibilities:
Patient Handling and Triage Support
- Greet and receive patients and their attendants in a professional and compassionate manner.
- Facilitate immediate attention by informing triage nurse or duty doctor.
- Support triage process by ensuring correct patient prioritization as per hospital protocol.
Registration and Documentation
- Perform accurate and timely patient registration in the Hospital Information System (HIS).
- Manage MLC (Medico-Legal Case) registration, ensuring legal compliance.
- Maintain logs for all patient arrivals, admissions, transfers, and referrals.
- Ensure timely collection and filing of patient consent forms and other critical documents.
Emergency Communication and Coordination
- Act as liaison between emergency medical staff and diagnostic/clinical departments.
- Coordinate ambulance services and inter-facility transfers when required.
- Escalate critical or high-risk cases to the appropriate authority.
NABH Compliance and Quality Assurance
- Ensure all administrative processes follow NABH guidelines, including documentation, patient rights, and safety protocols.
- Support internal and external audits by providing required documentation.
- Participate in mock drills and assist in the collection of quality indicators.
Billing and Insurance Coordination
- Coordinate with TPA (Third Party Administrators) and billing teams for insurance verification.
- Ensure correct categorization (cash/insurance/corporate/govt. scheme) during registration.
Patient & Attendant Interaction
- Provide timely updates to attendants on patient status and next steps.
- Manage waiting times and handle complaints/escalations with empathy.
Reporting and Shift Handover
- Maintain shift-wise reports of emergency patient flow, MLCs, referrals, etc.
- Ensure effective communication during shift handovers.
Roles and Responsibilities 1. Frontline Patient Handling
- Welcome patients and attendants arriving at the Emergency Department (ED) with professionalism and empathy.
- Promptly assess urgency and notify triage nurse or duty doctor.
- Ensure smooth registration and quick triaging of patients as per NABH protocols (Red/Yellow/Green category).
2. Patient Registration and Documentation
- Ensure accurate and complete registration of patients in the Hospital Information System (HIS).
- Collect and verify ID proofs, emergency contact, and insurance details.
- Register Medico-Legal Cases (MLC) following legal and NABH requirements.
- Ensure timely documentation of:
- Patient arrival time.
- Clinical notes and vitals entry (coordinating with clinical staff).
- Consent forms (especially for procedures, MLC, or critical care).
3. Emergency Protocol Activation
- Assist in activation of emergency codes (e.g., Code Blue for cardiac arrest).
- Coordinate team response during emergencies and disaster drills.
- Notify key departments (e.g., ICU, radiology, pathology) based on case severity.
4. Coordination and Communication
- Coordinate between patients, emergency physicians, nurses, diagnostic services, and specialty consultants.
- Inform appropriate specialists based on patient condition and ensure timely response.
- Liaise with other hospital departments for timely admissions, transfers, or discharges.
5. Billing and TPA Coordination
- Ensure billing details are correctly entered (Cash / Credit / Insurance / Govt. scheme).
- Coordinate with the TPA (Third Party Administrator) or corporate desk for real-time insurance verification and approvals.
- Assist in providing necessary medical documentation for claim processing.
6. Compliance with NABH Standards
- Ensure emergency desk operations align with NABH Chapter ESH (Emergency Services in Hospital).
- Ensure timely and accurate documentation of:
- Triage categorization.
- Admission/discharge summary.
- Consent and MLC documentation.
- Assist during NABH audits by producing necessary documentation, logs, and reports.
7. Resource & Workflow Management
- Monitor bed/space availability in ED and coordinate for timely admissions or transfers.
- Inform department heads in case of overcrowding or resource shortages.
- Ensure that all operational support (wheelchairs, stretchers, etc.) is available and functional.
8. Patient & Attendant Communication
- Provide timely updates to patient attendants about medical condition, process, and waiting time.
- Manage distressed family members with empathy and patience.
- Escalate conflicts, complaints, or unusual situations to appropriate authority.
9. Data Management and Reporting
- Maintain daily reports:
- Number of patients seen.
- Triage category reports.
- Admissions, discharges, referrals.
- Submit shift handover reports with details of pending issues, critical patients, and MLC updates.
10. Training and Quality Improvement
- Participate in mock drills and emergency preparedness training.
- Assist in new staff orientation and familiarization with emergency desk protocols.
- Support internal audits and help monitor Quality Indicators (QIs):
- Emergency TATs (Turnaround Times).
- Door-to-needle times for stroke/MI.
- Mortality or referral trends.
1. Frontline Patient Handling
- Welcome patients and attendants arriving at the Emergency Department (ED) with professionalism and empathy.
- Promptly assess urgency and notify triage nurse or duty doctor.
- Ensure smooth registration and quick triaging of patients as per NABH protocols (Red/Yellow/Green category).
2. Patient Registration and Documentation
- Ensure accurate and complete registration of patients in the Hospital Information System (HIS).
- Collect and verify ID proofs, emergency contact, and insurance details.
- Register Medico-Legal Cases (MLC) following legal and NABH requirements.
- Ensure timely documentation of:
- Patient arrival time.
- Clinical notes and vitals entry (coordinating with clinical staff).
- Consent forms (especially for procedures, MLC, or critical care).
3. Emergency Protocol Activation
- Assist in activation of emergency codes (e.g., Code Blue for cardiac arrest).
- Coordinate team response during emergencies and disaster drills.
- Notify key departments (e.g., ICU, radiology, pathology) based on case severity.
4. Coordination and Communication
- Coordinate between patients, emergency physicians, nurses, diagnostic services, and specialty consultants.
- Inform appropriate specialists based on patient condition and ensure timely response.
- Liaise with other hospital departments for timely admissions, transfers, or discharges.
5. Billing and TPA Coordination
- Ensure billing details are correctly entered (Cash / Credit / Insurance / Govt. scheme).
- Coordinate with the TPA (Third Party Administrator) or corporate desk for real-time insurance verification and approvals.
- Assist in providing necessary medical documentation for claim processing.
6. Compliance with NABH Standards
- Ensure emergency desk operations align with NABH Chapter ESH (Emergency Services in Hospital).
- Ensure timely and accurate documentation of:
- Triage categorization.
- Admission/discharge summary.
- Consent and MLC documentation.
- Assist during NABH audits by producing necessary documentation, logs, and reports.
7. Resource & Workflow Management
- Monitor bed/space availability in ED and coordinate for timely admissions or transfers.
- Inform department heads in case of overcrowding or resource shortages.
- Ensure that all operational support (wheelchairs, stretchers, etc.) is available and functional.
8. Patient & Attendant Communication
- Provide timely updates to patient attendants about medical condition, process, and waiting time.
- Manage distressed family members with empathy and patience.
- Escalate conflicts, complaints, or unusual situations to appropriate authority.
9. Data Management and Reporting
- Maintain daily reports:
- Number of patients seen.
- Triage category reports.
- Admissions, discharges, referrals.
- Submit shift handover reports with details of pending issues, critical patients, and MLC updates.
10. Training and Quality Improvement
- Participate in mock drills and emergency preparedness training.
- Assist in new staff orientation and familiarization with emergency desk protocols.
- Support internal audits and help monitor Quality Indicators (QIs):
- Emergency TATs (Turnaround Times).
- Door-to-needle times for stroke/MI.
- Mortality or referral trends.
