Patient Admin Executive

Role Overview

Patient Admin Executive at NMC Healthcare. This role provides essential administrative and patient-facing support in a healthcare setting.

Role Purpose

To manage patient interactions, appointments, registration, billing, and cash flow while maintaining accurate records, ensuring compliance with hospital policies, and delivering excellent service that supports clinical operations and patient satisfaction.

Key Responsibilities

Patient Engagement & Reception

• Greet patients and direct them to appropriate departments.
• Provide routine information about the hospital when necessary.
• Exercise effective interpersonal skills in dealings with department staff, colleagues, and management.
• Maintain a safe and clean reception area by complying with procedures, rules, and regulations.

Appointment & Registration Management

• Manage appointments including no-shows, rescheduling, and confirmations.
• Register new patients and ensure records of current patients are up to date.
• Maintain working knowledge of the Hospital Information System, clinic times, appointment duration, doctor's duty roster, and booking procedures.

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.
• Provide patients with detailed statements and assistance in understanding their charges and payment options.

Insurance & Payments

• Provide information about medical insurance coverage to patients.
• Collect payments and co-payments based on insurance eligibility.
• Provide claim forms for patients seeking 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 all charges are accurately recorded in the patient's account, reflecting correct services, dates, and codes.
• Issue bills and invoices to patients for any outstanding balances, including co-pays, deductibles, or non-covered services.
• Prepare and process patient invoices for services, ensuring accurate charges.
• Maintain high standards of data accuracy while ensuring compliance with privacy regulations.
• Ensure billing practices comply with legal and insurance requirements.

Financial Operations

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

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.
• Strictly adhere to NMC's regulations and policies, especially those related to infection control, patient safety, and JCI.
• Follow the duty schedule as assigned by the team leader or supervisor, including different shift timings as per departmental needs.

Quality & Complaints

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

Compliance & Confidentiality

• Maintain patient and staff confidentiality.
• 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

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