Patient Admin Executive

Role Overview

Patient Admin Executive at NMC Healthcare. This role provides front-line administrative and billing support in a hospital environment, managing patient interactions, appointment scheduling, financial transactions, and operational compliance.

Role Purpose

To deliver efficient patient registration, appointment management, billing, and front-desk services while maintaining high standards of data accuracy, patient confidentiality, and compliance with hospital policies and JCI standards.

Key Responsibilities

Patient Reception & Communication

• Greet patients upon arrival and direct them to appropriate departments.
• Provide routine information about the hospital when necessary.
• Handle telephone inquiries from patients and relay information to the respective doctor or nurse for call backs.
• Check emails daily and respond to queries in a timely manner.

Appointment Management

• Manage appointments including handling no-shows, rescheduling patients, and confirmations.
• Maintain working knowledge of the Hospital Information System, clinic times, appointment duration, doctor's duty roster, and appointment booking procedures.

Patient Registration & Records

• Register new patients and ensure records of current patients are up to date.
• Maintain high standards of data accuracy while ensuring compliance with privacy regulations.
• Maintain patient and staff confidentiality.

Billing & Insurance

• Provide information about medical insurance coverage to patients.
• Collect payments and co-payments based on insurance eligibility.
• Provide claim forms to patients who wish to claim reimbursement.
• Generate and process patient invoices for services rendered, including consultations, treatments, and diagnostic tests.
• Ensure all charges are accurately recorded in the patient's account, reflecting correct services, dates, and codes.
• Issue bills and invoices to patients for outstanding balances, including co-pays, deductibles, or non-covered services.
• Provide patients with detailed statements and assistance in understanding charges and payment options.
• Collect co-pays, deductibles, and outstanding balances at the time of service.
• Ensure billing practices comply with legal and insurance requirements.

Financial Operations

• Facilitate daily cash collection, credit card slips, and cheques deposits at the designated location within hospital premises.
• Ensure timely and accurate processing at the end of each shift, adhering to finance protocol standards.

Operations & Compliance

• Perform duties of handling patients, telephone calls, cash, and back-office work as specified in the duty roster.
• Ensure operations are carried out uniformly according to hospital policies and procedures.
• Follow the duty schedule as assigned by the team leader or supervisor, including different shift timings as per department need.
• Strictly adhere to NMC's regulations and policies, especially those related to infection control, patient safety, and JCI.
• Maintain a safe and clean reception area by complying with procedures, rules, and regulations.

Quality & Continuous Improvement

• Ensure complaints are handled in a structured, timely, and professional manner that is fair, courteous, and respectful of privacy.
• Identify problems and continuously improve the department's services.
• Support Continuous Quality Improvement and participate in all quality assurance activities of the service.
• Participate in hospital training programs.

Team & Stakeholder Management

• Exercise effective interpersonal skills in dealings with department staff, colleagues, and management.
• Contribute to team effort by accomplishing related results as needed.

Qualifications & Experience

• College Diploma in any discipline or related field.

Skills & Competencies

• Proficiency with Hospital Information System.
• Data entry and records management.
• Billing and invoicing processes.
• Insurance eligibility verification.
• Cash handling and financial transaction processing.
• Patient communication and customer service.
• Email correspondence and administrative documentation.
• Attention to detail and accuracy in data entry.

Additional Information

• Shift work required, including different shift timings as per department need.
• Strict adherence to NMC infection control policies, patient safety standards, and JCI requirements is mandatory.