Senior Associate - COE

Job Description

We are seeking a highly motivated, compassionate, and detail-oriented COE Coordinator to join our dedicated Cardiac Centre of Excellence team. This pivotal role is central to guiding patients and their families through their cardiac care journey, from initial inquiry to post-treatment follow-up. The ideal candidate will possess exceptional communication skills , adeptly providing specialized admission counselling , acting as a dedicated patient counsellor , and managing crucial finance -related aspects of comprehensive patient care within our Cardiac COE. If you are passionate about supporting cardiac patients and ensuring a seamless, empathetic experience, we encourage you to apply. Patient Engagement & Communication (Cardiac Focus): Serve as the primary point of contact for patients and their families seeking specialized care within the Cardiac Centre of Excellence . Utilize excellent communication skills to clearly explain complex cardiac procedures, treatment plans, diagnostic tests (e.g., angiograms, echocardiograms), and hospital processes in an understandable and empathetic manner. Provide dedicated patient counselling to cardiac patients, addressing their specific anxieties and concerns related to heart conditions and treatments, ensuring emotional support and enhancing the overall patient care experience. Maintain regular and proactive communication with cardiac patients and their families throughout their treatment journey, ensuring they are well-informed at every stage. Admission Counselling & Coordination (Cardiac Specific): Conduct specialized admission counselling for Cardiac COE patients, detailing specific protocols, timelines for cardiac procedures (e.g., bypass surgery, angioplasty), and requirements pertinent to their heart condition. Act as a central patient care coordinator , orchestrating appointments, consultations with cardiologists and cardiac surgeons, diagnostic tests, and procedures within the Cardiac COE and with other hospital departments (e.g., Cath Lab, ICU). Ensure all necessary pre-admission documentation, including medical history relevant to cardiac conditions, is complete and processed efficiently, facilitating a smooth transition into the Cardiac COE. Streamline patient flow within the Cardiac COE, optimizing schedules for surgeries, interventions, and follow-up appointments to minimize wait times. Financial Guidance & Support (Cardiac Finance): Provide comprehensive finance counselling to patients regarding the estimated costs of specific cardiac treatments, surgical packages, interventional cardiology procedures, and long-term cardiac rehabilitation services. Clearly explain insurance coverage, cashless facilities, pre-authorization procedures for cardiac interventions, and self-pay options relevant to specialized heart care. Assist cardiac patients with billing inquiries, payment arrangements, and financial clearances in coordination with the hospitals finance department. Ensure transparency in all financial communications, helping patients understand their financial responsibilities without added stress, particularly for high-cost cardiac procedures. Inter-departmental Liaison (Cardiac Team Collaboration): Coordinate effectively with the multidisciplinary teams within the Cardiac COE (cardiologists, cardiac surgeons, cardiac nurses, intensivists, perfusionists, cardiac rehabilitation therapists, dieticians) to ensure integrated and holistic patient care . Liaise with external healthcare providers and referring physicians, particularly those specializing in cardiology, to gather comprehensive patient information and facilitate continuum of cardiac care. Collaborate with administrative, billing, and patient experience teams to resolve any issues specific to cardiac patients and improve overall service delivery within the COE. Documentation & Reporting: Maintain accurate and detailed patient records, capturing all interactions, counselling sessions, and financial discussions related to their cardiac care. Prepare and submit reports related to cardiac patient flow, counselling activities, and financial outcomes within the COE.