Patient Admin Executive

Role Overview

Patient Admin Executive at NMC Healthcare. This position is based in a hospital administrative setting and serves across multiple departments including outpatient clinics, inpatient wards, call center, and billing operations.

Role Purpose

Deliver exceptional patient and customer service by managing administrative functions across front office, call center, clinic registration, billing, and ward operations. Ensure patients feel welcomed and supported throughout their hospital experience while maintaining accurate records, processing transactions, and facilitating communication between patients and clinical teams.

Key Responsibilities

Patient Experience & Welcoming

• Greet patients and their families and enquire about the nature of their visit or call and implement appropriate course of action.
• Make patients and their families feel welcome in the hospital.
• Exhibit care and service with empathy.
• Provide personalized service by identifying regular patients, greeting patients by name, and maintaining their details.
• Comfort patients by anticipating patients' anxieties, answering patients' questions, and maintaining the reception area.
• Expedite flow of visitors and patients and ensure that each person receives customer care service that exceeds expectations by providing a welcoming environment.
• Provide compassionate care that is respectful to patients' cultural preferences.
• Arrange for an interpreter as needed.

Clinical & Safety Response

• Recognize patients in need of immediate medical attention and activate appropriate response systems.
• Direct patients to the right department by escorting them.

Customer Service & Feedback

• Conduct daily patient satisfaction surveys.
• Conduct daily patient visits.
• Relay feedback from patients and their families to the Front Office In Charge and Customer Relations Manager.
• Manage complaints in a time-sensitive manner.
• Document and resolve complaints where applicable.
• Facilitate communication between Front Office Executives and patients, customers, and other members of the healthcare discipline.
• Coordinate customer care services beyond the reception area.

Call Center Operations

• Answer incoming calls within 3 rings.
• Respond to callers' needs in a professional, service-oriented manner and maintain the highest level of customer satisfaction by seeking first call resolution.
• Answer callers' questions while obtaining full understanding of what information is being requested.
• Understand the requirements of callers and provide information accordingly.
• Provide accurate information about the services offered by the hospital.
• Direct calls to the appropriate department or individuals for both external and internal calls.
• Maintain an accurate telephone directory to ensure connecting callers to the desired destination.
• Conduct appointment bookings for the clinics.
• Provide physician referrals to callers.
• Exhibit urgent call management techniques and diplomacy while dealing with difficult situations.
• Respond to caller queries and problems within assigned level of authority.
• Report in a detailed and accurate manner to the Call Center Supervisor when required.
• Ensure the caller is on hold when transferring or briefly leaving the line and inform the caller prior to doing so.
• Direct complaints to the concerned department and transfer extremely difficult callers to the Call Center Front Office In Charge.
• Follow telephone etiquette principles.

Outpatient Clinic Registration & Operations

• Welcome and receive patients and customers according to company procedure.
• Register new patients in the Information Technology system, ensuring accurate information is collected and opening new medical records accordingly.
• Collect patient demographic data and accurate eligibility details and enter into system as per company standards.
• Sign and file registration forms.
• Keep insurance card copies on patient files and system.
• Confirm patient attendance by entering data into the system as per company standards.
• Request patient medical records where applicable.
• Obtain Financial Consent Form signed by patient or legal guardian.
• Schedule appointments, collect payments, enter charges, perform back office work, and issue receipts as specified in the duty rota.
• Provide information about medical insurance coverage to patients and check with the accounts and insurance department to ensure accurate information before sending the patient to the doctor.
• Act as source of information about hospital and clinic services, policies, and rules.
• Take messages and deliver them to appropriate individuals within set time frames.
• Communicate all relevant information to Front Office In Charge on a daily basis.

Inpatient Ward Operations

• Pre-admit patients as per pre-admission procedure.
• Inform patients of documentation required and relevant financial aspects for admission.
• Discharge patients as per procedure.
• Complete and process discharge records as per procedure.

Billing & Financial Operations

• Generate timely and accurate bills, receipts, and refunds as per hospital policy.
• Collect and remit cash.
• Remit all bills and cash accurately to finance at the end of the shift.
• Generate cash and credit summary and reports on a daily basis.
• Conduct daily reconciliation of collection summary with cash remittance.
• Update patient accounts daily.
• Check on interim bills and follow up on patients for further deposits.
• Reconcile charges posted bills not raised on a daily basis.

Performance & Compliance

• Maintain the Key Result Areas (KRAs) and Key Performance Indicators (KPIs) related to each section as described in the Orientation Checklist.
• Protect patients' rights by maintaining confidentiality of personal and financial information.
• Maintain operations by following policies and procedures and reporting needed changes to the Customer Relations Manager.
• Meet patient and customer expectations and maintain quality service principles.
• Demonstrate competence in all performance output areas.
• Participate in Quality Improvement projects.
• Demonstrate company values in behavior.
• Demonstrate knowledge and practice of confidentiality policy.
• Contribute to team effort by accomplishing related results as needed.

Professional Development & Participation

• Participate in educational programs, in-service meetings, and trainings as directed.
• Attend meetings as required.

Qualifications & Experience

• Diploma or Graduate degree in any discipline.

Skills & Competencies

• Ability to analyze and solve problems.
• Ability to demonstrate highly developed communication and organizational skills at all levels.
• Ability to manage difficult patient situations, respond promptly to the needs of the patient, solicit feedback to improve service, and respond to requests for service and assistance.
• Ability to provide compassionate care that is respectful to patients' cultural preferences.
• Ability to review procedures and implement new models of service delivery to satisfy patient, customer, and organizational requirements.
• Ability to work autonomously with minimal supervision and in a team within a complex clinical setting.
• Administrative skills including attention to detail, good telephone etiquette, team collaboration, stress management, and time management.
• Dedicated, polite, professional, light-hearted, intelligent, trustworthy, empathetic, organized, and able to multitask.
• Demonstrated commitment to quality outcomes.