Coordinator - Maternity And Childcare Services

The Maternity Coordinator is responsible for coordinating and managing the maternity program and patient journey from package enrollment through antenatal care, delivery, and postnatal follow-up. The role serves as the primary point of contact for maternity patients, ensuring seamless coordination between physicians, nursing teams, patient administration, finance, insurance, and other support departments while delivering exceptional patient experience and supporting the growth of maternity services.

Responsibilities

Patient Journey Coordination
•    Act as the primary contact for maternity patients throughout their care journey.
•    Coordinate maternity package registrations, appointments, follow-ups, and patient requests.
•    Guide patients regarding package inclusions, exclusions, payment processes, and available services.
•    Ensure timely scheduling of consultations, ultrasounds, laboratory services, antenatal classes, and postnatal follow-up appointments.
•    Conduct regular follow-up calls to ensure continuity of care and patient satisfaction.
Maternity Package Management
•    Monitor maternity package enrolment, utilization, and conversion rates.
•    Ensure package services are provided in accordance with approved package guidelines.
•    Coordinate with finance and insurance departments regarding package billing and payment-related inquiries.
•    Maintain accurate tracking of package utilization and service consumption.
•    Support promotional campaigns and maternity package awareness initiatives.
Clinical and Operational Coordination
•    Coordinate closely with Obstetrics & Gynaecology consultants, nursing staff, midwives, and ancillary departments, along with the FO Manager.
•    Facilitate smooth communication between patients and healthcare providers.
•    Escalate patient concerns and service issues to the appropriate departments for timely resolution.
•    Support physicians in managing patient appointments and service coordination requirements.
Patient Experience
•    Ensure a high standard of customer service is maintained for all maternity patients.
•    Address patient concerns, complaints, and feedback promptly and professionally.
•    Support VIP maternity patients and special service requests where applicable.
•    Promote a positive patient experience throughout all touchpoints of care.
Reporting and Quality Improvement
•    Maintain maternity databases, trackers, and patient records.
•    Prepare regular reports on package enrolment, deliveries, utilization, patient satisfaction, and revenue performance.
•    Participate in quality improvement projects and departmental audits.
•    Assist in achieving departmental KPIs and maternity program objectives.
Compliance
•    Ensure compliance with hospital policies, patient confidentiality requirements, and regulatory standards.
•    Support accreditation and quality initiatives related to maternity services.
•    Adhere to all NMC policies, procedures, and infection control standards.
 

Qualifications

Bachelor’s degree in healthcare administration, Hospital Administration, Business Administration, Nursing, Allied Health Sciences, or a related healthcare field.