Patient Admin Executive

Role Overview

Patient Admin Executive at NMC Healthcare. The role provides a range of administrative and patient-facing duties across reception, registration, billing, and back-office operations within a medical facility.

Role Purpose

To support the smooth operation of the hospital by managing patient interactions at entry, processing registrations and billing, handling communications, and ensuring compliance with hospital policies and financial protocols.

Key Responsibilities

Patient Reception & Direction

• Greet patients upon entry to the medical facility and direct them to appropriate departments.
• Provide routine information about the hospital when necessary.
• Maintain a safe and clean reception area by complying with procedures, rules, and regulations.

Appointment Management

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

Patient Registration & Records

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

Communications

• 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.

Billing & Insurance

• Provide information about medical insurance coverage to patients.
• Collect payment and co-payment based on insurance eligibility.
• Provide claim forms to patients requesting 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.

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 finance protocols standards.

Hospital Information Systems & Compliance

• Maintain working knowledge of the Hospital Information System.
• Perform duties as specified in the duty roster, including handling patients, telephone calls, cash, and back-office work.
• Ensure operations are carried out uniformly according to hospital policies and procedures.
• Strictly adhere to NMC's regulations and policies, especially those related to infection control, patient safety, and JCI.
• Follow the duty schedule assigned by the team leader or supervisor, which includes different shift timings as per departmental needs.

Quality & Service Improvement

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

Team & Interpersonal

• 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

• Hospital Information System proficiency.
• Patient communication and information provision.
• Telephone handling and inquiry management.
• Data entry and record accuracy.
• Cash handling and financial processing.
• Billing and invoicing.
• Insurance claims processing.
• Interpersonal skills.
• Patient and staff confidentiality management.

Additional Information

• Follow duty schedules as assigned by team leader or supervisor, including different shift timings as per departmental need.
• Strictly adhere to NMC regulations and policies related to infection control, patient safety, and JCI standards.