Registered Nurse Care Coordinator

Registered Nurse Care Coordinator

Class:          Full-Time

(The Employee is required to work as scheduled, including days, nights, evenings, weekends, on-call and Public Holidays.)

Type:           Salaried

Primary Role:

The RN Care Coordinator is a clinically skilled, highly organised professional responsible for ensuring the seamless day-to-day operation of selected specialist clinics. Serving as the central point of coordination between patients, physicians, interdisciplinary teams, and external providers, this role is critical to eliminating bottlenecks, reducing administrative burden on clinicians, and ensuring that every patient receives timely, well-coordinated care.

While this is not a bedside nursing role, hands-on clinical involvement may be required from time to time. The ideal candidate brings strong clinical judgement, exceptional communication and organization skills, and a proactive, solutions-oriented mindset to a fast-paced specialty environment.

Responsibilities:

Clinic Flow & Patient Journey Management

• Serve as the operational backbone of assigned clinics — anticipating needs, removing barriers, and ensuring each clinic day runs efficiently.
• Manage daily clinic schedules in coordination with physician preferences, procedure requirements, and patient acuity.
• Send proactive appointment reminders and follow-up communications to reduce no-show rates and ensure patients are adequately prepared for their visits.
• Coordinate pre-visit workup — ensuring required investigations, imaging, and records are available prior to the appointment.
• Coordinate all post-visit requirements including follow-up investigations, imaging, laboratory testing, and subsequent appointments.
• Oversee patient flow from referral through to discharge or ongoing management, identifying and resolving delays at every stage.
• Track and manage waitlists, proactively filling cancellations.

Insurance Authorisation & Pre-Certification

• Coordinate prior authorisations with pre-certification department when required.
• Proactively follow up with pre-certification department to secure approvals and prevent unnecessary delays to patient care.
• Communicate insurance status, coverage details, and any out-of-pocket implications to patients clearly and in a timely manner.

Surgical & Procedure Booking

• Coordinate operating room (OR) bookings.
• Ensure all pre-operative requirements are completed, including but not limited to clearance investigations, consent documentation.
• Communicate procedure logistics clearly to patients, including preparation instructions, arrival times, and post-procedure expectations.

Infusion Coordination

• Coordinate the scheduling and administration of infusion therapies.
• Coordinate prior authorization with the pre-certification department.
• Liaise with the pharmacy team to ensure timely preparation, dispensing, and availability of infusion medications.
• Communicate with nursing and infusion suite staff to confirm chair availability, staffing, and patient preparation requirements.
• Conduct appointment reminders and confirmations for all infusion therapy appointments.
• Monitor and track infusion schedules, managing cycle timing and flagging any delays or complications to the treating physician.

Referral Coordination

• Manage all inbound referrals — triaging urgency, confirming receipt, gathering supporting clinical documentation, and scheduling appointments promptly.
• Coordinate outbound referrals to other specialists, allied health providers, and external facilities — tracking status and ensuring timely follow-through.
• Maintain accurate referral records within the EHR and communicate outcomes to referring providers in a professional and timely manner.
• Act as the primary liaison with CareSphere (or equivalent referral platform) to ensure seamless two-way communication with referral sources.

Patient Communication & Support Between Visits

• Field patient calls and emails between appointments — triaging appropriately and escalating urgent concerns to the physician.
• Provide patient education on diagnoses, treatment plans, medications, procedures, and what to expect at each stage of their care.
• Proactively follow up with patients post-procedure, post-infusion, or following significant clinical events to monitor progress and address concerns.
• Connect patients and families to relevant support resources, community services, and disease-specific organisations as appropriate.

Documentation & Compliance

• Maintain accurate, timely, and complete documentation of all care coordination activities within the EHR.
• Track open tasks, outstanding authorisations, pending referrals, and follow-up actions — ensuring nothing falls through the cracks.
• Adhere to all data protection regulations and organisational privacy and confidentiality policies.
• Participate in team huddles, departmental meetings, and relevant continuing education programmes.

Other Duties:

• The employee, as part of his/her job description shall take part in the activities of any committee that he/she is assigned by his/her supervisor and is expected to attend all scheduled meetings. The employee further agrees to be an active participant in assigned activities related to Doctors Hospital maintaining Joint Commission International (JCI) Accreditation.

Qualifications / Knowledge Requirements:

• Active Registered Nurse (RN) licence in the jurisdiction of practice required.
• Bachelor of Science in Nursing (BSN) preferred; Associate's degree considered with significant relevant experience.
• Minimum 3 years of clinical nursing experience required.
• Basic Life Support (BLS) Training Certificate required.
• Prior experience in a specialty ambulatory, outpatient clinic, or care coordination role strongly preferred.
• Experience in oncology, neurology, or urology highly desirable.
• Demonstrated experience obtaining insurance prior authorisations and navigating insurance processes.
• Experience with surgical or procedural booking and coordination preferred.

Additional Skills & Abilities:

• Strong clinical assessment skills with the ability to triage patient concerns and escalate appropriately.
• Exceptional organisational skills — able to manage a high volume of concurrent tasks across multiple clinics without losing accuracy or detail.
• Outstanding verbal and written communication skills — able to convey complex clinical information clearly to patients, families, and providers.
• High proficiency with electronic health record (EHR) systems.
• Collaborative team player who works effectively with physicians, administrative staff, pharmacy, and theatre teams.
• Proactive problem-solver who anticipates issues before they become disruptions.
• Comfortable working in a fast-paced, high-volume environment with competing priorities.

Accountability:

The RN Care Coordinator is accountable to the Outpatient Department Clinical Coordinator.

Working Conditions:

This position is based in a clinical specialty practice setting. The role is primarily administrative and coordinative in nature, though proximity to clinical activity requires situational awareness and readiness to support in urgent circumstances. Standard clinic hours apply; occasional flexibility may be required to accommodate procedure scheduling or urgent patient needs.

Travel:

None expected.

Physical, Mental & Environmental Requirements:

• Requires heavy lifting: minimum of 15 pounds.
• Requires standing for long periods of time.
• Requires ability to work in fast paced environment.
• Requires flexibility and team work approach. Must be willing to work in any area.
• Requires positive personality and consistent interpersonal skills.
• Requires professional dress and appearance. Well-groomed, with minimal perfume.

All requirements may be modified to reasonably accommodate individuals with disabilities.

This job description does not list all the duties of the job. The post holder may be asked by supervisors/managers to perform other duties, once approved by the Director of HR/or designed/OR Hospital Administration Committee. The post holder’s evaluation may be based, in part on his/her performance of the responsibilities listed in this job description.

The Management of Doctors Hospital has the right to revise this description; and the post holder will be advised in the event that this occurs. This job description is not a contract for employment, and either the post holder or the employer may terminate employment at any time, for any reason as outlined in the Employment Contract or other written agreement.