Patient Admin Executive

Role Overview

Patient Admin Executive at NMC Healthcare. The role encompasses front-desk patient services, appointment coordination, billing, insurance processing, and cash handling across multiple shift patterns.

Role Purpose

To deliver efficient patient administration services by managing patient flow, appointments, billing inquiries, and financial transactions while maintaining hospital policies, data accuracy, and high standards of patient care and confidentiality.

Key Responsibilities

Patient Services & Reception

• Greet patients and direct them to appropriate departments.
• Provide routine information about the hospital when necessary.
• Maintain a safe and clean reception area in compliance with procedures, rules, and regulations.

Appointment Management

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

Patient Registration & Records

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

Communications

• 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.

Insurance & Payment Collection

• Provide information about medical insurance coverage to patients.
• Collect co-pays, deductibles, and outstanding balances at the time of service based on insurance eligibility.
• Provide claim forms to patients seeking reimbursement.
• Ensure billing practices comply with legal and insurance requirements.

Billing & Invoicing

• 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.
• Prepare and process patient invoices for services, ensuring accurate charges.
• Provide patients with detailed statements and assistance in understanding their charges and payment options.

Financial Transactions & Cash Handling

• 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.
• Perform back-office work as specified in the duty roster.

Compliance & Quality

• Strictly adhere to NMC's regulations and policies, especially those related to infection control, patient safety, and JCI standards.
• Ensure operations are carried out uniformly according to hospital policies and procedures.
• Support Continuous Quality Improvement and participate in all quality assurance activities of the service.
• Maintain patient and staff confidentiality.
• Participate in hospital training programs.

Complaint Resolution

• Ensure complaints are handled in a structured, timely, and professional manner that is fair, courteous, and respectful of privacy.
• Identify problems and contribute to continuous improvement of department services.

Team Collaboration

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

Qualifications & Experience

• College Diploma in any discipline or related field.

Skills & Competencies

• Hospital Information System proficiency.
• Patient registration and record management.
• Appointment scheduling and coordination.
• Telephone communication and customer service.
• Billing, invoicing, and financial transaction processing.
• Insurance knowledge and claims processing.
• Cash handling and financial protocol adherence.
• Email communication and correspondence management.
• Data accuracy and privacy compliance.
• Problem-solving and complaint resolution.
• Interpersonal and teamwork skills.

Additional Information

• Different shift timings required as per department need, assigned by team leader or supervisor.
• Responsible for performing duties of handling patients, telephone calls, cash, and back-office work as specified in duty roster.