Patient Admin Executive

Role Overview

Patient Admin Executive at NMC Healthcare. The role manages patient experience and administrative operations at the reception and billing interface of the hospital.

Role Purpose

To deliver exceptional patient experience while ensuring accurate administrative, appointment, billing, and financial processes. The role serves as the first point of contact for patients and manages critical back-office functions to support safe, compliant hospital operations.

Key Responsibilities

Patient Reception & Experience

• 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.
• Contribute to team effort and accomplish related results as needed.

Telephone & Communication Management

• Handle telephone inquiries from patients.
• Provide information to the respective doctor or nurse for call backs.
• 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 no-shows, rescheduling, and confirmations.
• Maintain working knowledge of the Hospital Information System, clinic times, appointment duration, doctor's duty roster, and appointment booking procedures.
• Perform duties as specified in the duty roster, including handling patients, telephone calls, cash, and back-office work.

Patient Registration & Records

• Register new patients.
• 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 & Patient Billing

• Provide information about medical insurance coverage to patients.
• Collect payment and co-payment based on insurance eligibility.
• Provide claim forms for patients who wish to claim reimbursement.
• 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, and 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 Management

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

Compliance & Quality

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

Development & Scheduling

• Participate in hospital training programs.
• Follow the duty schedule as assigned by the team leader or supervisor, which includes different shift timings as per departmental need.

Qualifications & Experience

• College Diploma in any discipline or related field.

Skills & Competencies

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

Additional Information

• Shift work required, including different shift timings as per departmental need.