Patient Admin Executive

Role Overview

Patient Admin Executive at NMC Healthcare. This role provides administrative and patient-facing services across reception, appointment management, billing, and cash handling within a medical facility.

Role Purpose

To deliver efficient patient administration and front-office operations, ensuring seamless patient registration, appointment scheduling, billing processing, and financial transactions while maintaining compliance with hospital policies, infection control standards, and patient privacy regulations.

Key Responsibilities

Patient Reception & Communication

• Greet patients upon arrival, 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 and respond to queries in a timely manner.
• Maintain high standards of data accuracy while ensuring compliance with privacy regulations.
• Maintain patient and staff confidentiality.

Appointment & Registration Management

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

Billing & Insurance

• 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.
• 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.
• Collect co-pays, deductibles, and outstanding balances at the time of service.
• Ensure billing practices comply with legal and insurance requirements.

Financial & Cash Operations

• 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.

Compliance & Quality

• Ensure operations are carried out uniformly according to the 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 which is fair, courteous and respectful of privacy, to identify problems and to continuously improve the department's services.
• Support Continuous Quality Improvement and participate and contribute to all the quality assurance activities of the service.
• Maintain safe and clean reception area by complying with procedures, rules, and regulations.
• Participate in Hospital training programs.

General 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 need of the department.
• 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 fields.