Patient Admin Executive

Role Overview

Patient Admin Executive at NMC Healthcare. This role is based at one of NMC Healthcare's facilities.

Role Purpose

To provide frontline administrative and billing support that ensures smooth patient flow, accurate appointment management, timely financial processing, and compliance with hospital policies and regulations.

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

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.

Insurance & Payment Collection

• Provide information about medical insurance coverage to patients and collect payment or co-payment based on insurance eligibility.
• Provide claim forms when patients request reimbursement.

Billing & Financial Processing

• 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 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 Management

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

Duty & Shift Operations

• Perform duties of handling patients, telephone calls, cash, and back-office work as specified in the duty roster.
• Follow the duty schedule as assigned by the team leader or supervisor, which includes different shift timings as per the needs of the department.

Compliance & Quality

• Strictly adhere to NMC's regulations and policies, especially those related to infection control, patient safety, and JCI.
• Ensure operations are carried out uniformly according to hospital policies and procedures.
• Maintain a safe and clean reception area by complying with procedures, rules, and regulations.
• Support Continuous Quality Improvement and participate in all quality assurance activities of the service.

Complaint & Service Management

• Ensure complaints are handled in a structured, timely, and professional manner that is fair, courteous, and respectful of privacy, to identify problems and continuously improve the department's services.

Training & Team Contribution

• 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.

Skills & Competencies

• Working knowledge of the Hospital Information System.
• Proficiency in email communication and timely response management.
• Cash handling and financial transaction processing.
• Data entry and records management with attention to accuracy.
• Patient care and customer service orientation.
• Billing and invoice generation.
• Insurance claim processing.

Additional Information

• Shift work required with varying timings based on departmental needs.
• Compliance with infection control and patient safety standards is mandatory.
• JCI standards adherence required.