Patient Admin Executive

Role Overview

Patient Admin Executive at NMC Healthcare. The role provides administrative and patient-facing support across reception, appointment management, billing, and cash handling functions.

Role Purpose

To deliver efficient front-line patient administration services, manage appointment workflows, process billing and insurance transactions, and maintain accurate patient records while upholding hospital policies and quality standards.

Key Responsibilities

Patient Reception & Communication

• Greet patients, direct them to appropriate departments, and provide routine information about the hospital when necessary.
• Handle telephone inquiries from patients and provide information to the respective doctor or nurse for call backs.
• Check emails daily and respond to queries in a timely manner.
• Exercise effective interpersonal skills in dealings with department staff, colleagues, and management.

Appointment Management

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

Patient Registration & Records

• Register new patients and ensure the 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 and collect payment and co-payment based on insurance eligibility.
• Provide claim forms when patients want to claim reimbursement.
• Generate and process patient invoices for services rendered, including consultations, treatments, and diagnostic tests.
• Ensure that all charges are accurately recorded in the patient's account, reflecting the 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 their 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.

Cash & Financial Processing

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

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, which includes different shift timings as per the needs of the department.
• 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 contribute to continuously improving the department's services.
• Support Continuous Quality Improvement and participate in all quality assurance activities of the service.

Training & Development

• Participate in hospital training programs.
• Contribute to team effort by accomplishing related results as needed.

Qualifications & Experience

• College Diploma in any discipline or related field.

Additional Information

• Shift work required, including different shift timings as per departmental needs.