Wellness Coordinator

Department: Wellness / Preventive Healthcare
Designation: Wellness Coordinator
Reporting To: Centre Manager / Operations Manager / Wellness Head
Location: Uniscans & Labs / Diagnostic Centre
Employment Type: Full-Time

1. Job Summary

The Wellness Coordinator is responsible for coordinating preventive health and wellness services, supporting patients throughout their wellness journey, coordinating health check-up packages, and ensuring a smooth and positive patient experience. The role involves patient communication, appointment coordination, package explanation, follow-ups, health camp coordination, and collaboration with doctors and internal departments.

2. Key Responsibilities

Patient Coordination & Counselling

• Welcome and assist patients visiting for wellness and preventive health services.
• Understand patient requirements and guide them toward appropriate wellness packages as per approved offerings.
• Explain health check-up packages, procedures, inclusions, preparation requirements, and timelines.
• Coordinate patient appointments and ensure smooth movement between departments.
• Address patient queries professionally and escalate clinical queries to the appropriate medical professional.
• Maintain patient confidentiality and provide a positive service experience.

Health Check-Up Package Coordination

• Coordinate executive health check-ups, preventive health packages, corporate wellness packages, and other wellness programs.
• Ensure all investigations included in a package are completed.
• Coordinate with laboratory, radiology, cardiology, and other departments.
• Track pending investigations and ensure timely completion.
• Coordinate the preparation and delivery of health check-up reports.

Appointment & Follow-Up Management

• Schedule and confirm appointments for wellness services.
• Make reminder calls/messages to patients regarding appointments and required preparation.
• Follow up with patients regarding pending investigations or reports.
• Maintain records of appointments, follow-ups, conversions, and patient feedback.
• Assist in rescheduling appointments when required.

Corporate Wellness & Health Camps

• Coordinate corporate health check-up programs and wellness initiatives.
• Assist in organizing health camps, awareness programs, screening programs, and wellness events.
• Coordinate with corporate clients, HR teams, doctors, technicians, and internal departments.
• Ensure required manpower, equipment, consumables, and documentation are arranged before health camps.
• Maintain participant records and coordinate report distribution.

Patient Experience

• Ensure patients receive timely and courteous assistance throughout their visit.
• Monitor waiting time and coordinate with relevant departments to minimize delays.
• Collect patient feedback and communicate recurring concerns to management.
• Assist in resolving service-related issues promptly.
• Maintain a professional and patient-friendly environment.

Administrative Responsibilities

• Maintain daily wellness programme records and MIS reports.
• Track package bookings, completed check-ups, pending services, and report status.
• Prepare daily/weekly/monthly performance reports as required.
• Maintain proper documentation related to wellness activities.
• Coordinate billing and payment-related requirements with the accounts/reception team.

Coordination with Internal Teams

• Work closely with doctors, nurses, laboratory staff, radiology staff, reception, billing, marketing, and operations teams.
• Ensure smooth communication between patients and various departments.
• Escalate operational or patient-related concerns to the Centre Manager.
• Support management in implementing new wellness initiatives and patient engagement programs.

3. Wellness Program Promotion

• Support the promotion of approved preventive health check-up packages.
• Explain package benefits and services accurately without making unauthorized medical claims.
• Coordinate with the marketing/corporate team for wellness campaigns.
• Support patient conversion and retention initiatives.
• Maintain professional communication with existing and prospective patients.

4. Qualifications

• Bachelor's degree in Healthcare Management, Hospital Administration, Life Sciences, Nursing, Allied Health Sciences, or any relevant discipline.
• Candidates with healthcare/customer-service experience will be preferred.

5. Experience

• 13 years of experience in a hospital, diagnostic centre, wellness centre, healthcare organization, or customer-care role preferred.
• Freshers with strong communication and coordination skills may also be considered.

6. Required Skills

• Excellent verbal and written communication skills.
• Strong patient-handling and interpersonal skills.
• Good coordination and follow-up abilities.
• Customer-service orientation.
• Basic knowledge of healthcare services and diagnostic investigations.
• Good computer and MS Office skills.
• Ability to maintain accurate records and MIS reports.
• Strong organizational and time-management skills.
• Ability to handle multiple patients and activities simultaneously.
• Professional and empathetic approach.

7. Key Performance Indicators (KPIs)

• Patient satisfaction and feedback.
• Number of wellness packages coordinated.
• Appointment conversion and attendance rate.
• Timely completion of wellness packages.
• Follow-up effectiveness.
• Health camp and corporate wellness programme coordination.
• Reduction in patient waiting time.
• Accuracy of documentation and MIS reporting.
• Customer retention and repeat wellness visits.

8. Working Conditions

• Full-time position in a healthcare/diagnostic environment.
• May require participation in health camps, corporate wellness programmes, and weekend activities.
• May require flexible working hours based on patient and programme requirements.
• Strict adherence to organizational policies, patient confidentiality, and healthcare service standards is required.