Patient Admin Executive

Role Overview

Patient Admin Executive at NMC Healthcare. This role manages patient-facing administrative functions at the hospital reception and billing interface, supporting seamless patient flow and accurate financial processing.

Role Purpose

Deliver exceptional patient experience while ensuring accurate appointment management, patient registration, insurance verification, and billing operations. Serve as the first point of contact for patients and maintain compliance with hospital policies, infection control, patient safety, and JCI standards.

Key Responsibilities

Patient Experience & Reception

• 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, ensuring you respond to queries in a timely manner.
• Maintain a safe and clean reception area by complying with procedures, rules, and regulations.
• 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, 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 patient and staff confidentiality.
• Maintain high standards of data accuracy while ensuring compliance with privacy regulations.

Insurance & Payment Collection

• Provide information about medical insurance coverage to patients and collect payment or co-payment based on insurance eligibility.
• Provide claim forms in case the patient wants to claim reimbursement.
• Collect co-pays, deductibles, and outstanding balances at the time of service.

Billing & Invoicing

• 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 any outstanding balances, including co-pays, deductibles, or non-covered services.
• Provide patients with detailed statements and assistance in understanding their charges and payment options.
• Ensure billing practices comply with legal and insurance requirements.

Financial Processing & Cash 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, adhering to the standards of finance protocols.

Operational & 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 need of the department.
• Strictly adhere to NMC's regulations and policies, especially those related to infection control, patient safety, and JCI.

Quality & Continuous Improvement

• Ensure complaints are handled in a structured, timely, and professional manner which is fair, courteous, and respectful of privacy, to identify problems and continuously improve the department's services.
• Support Continuous Quality Improvement and participate in all quality assurance activities of the service.
• Participate in hospital training programs.
• Contribute to team effort by accomplishing related results as needed.

Qualifications & Experience

• College Diploma in any discipline or related fields.

Skills & Competencies

• Strong interpersonal, verbal, and written communication skills (Proficient).
• Excellent command of oral and written English (Proficient); Arabic language desirable but not essential.
• Strong analytical and problem-solving skills (Proficient).
• Ability to think critically and maintain a high level of confidentiality (Proficient).
• Proficiency in MS Office (Proficient).