Patient Admin Executive

Role Overview

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

Role Purpose

Deliver seamless patient experience and accurate administrative support by managing appointments, patient registrations, inquiries, billing, and financial transactions while maintaining compliance with hospital policies, infection control standards, and patient confidentiality.

Key Responsibilities

Patient Services & Communications

• 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 timely responses to queries.
• Exercises effective interpersonal skills in dealings with department staff, colleagues, and management.

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.

Insurance & Payment Processing

• Provide information about medical insurance coverage to patients.
• Collect payment and co-payment based on insurance eligibility.
• Provide claim forms when patients request reimbursement.
• Maintain high standards of data accuracy while ensuring compliance with privacy regulations.

Billing Operations

• 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, 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 Management

• Facilitate daily cash collection, credit card slips, and cheque deposits at the designated location within hospital premises, ensuring timely and accurate processing at the end of each shift and adhering to finance protocol standards.
• Perform duties of handling patients, telephone calls, cash, and back-office work as specified in the duty roster.

Operations & Compliance

• Ensure operations are carried out uniformly according to hospital policies and procedures.
• Maintain safe and clean reception area by complying with procedures, rules, and regulations.
• 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, including different shift timings as per department need.
• Maintain patient and staff confidentiality.

Quality & Continuous Improvement

• Ensure complaints are handled in a structured, timely, and professional manner that is fair, courteous, and respectful of privacy, to identify problems and continuously improve department 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.
• Strong analytical and problem-solving skills.
• Excellent command of oral and written English. Arabic language desirable but not essential.
• Ability to think critically and maintain a high level of confidentiality.
• Proficiency in MS Office.

Additional Information

• Role includes different shift timings as per department need.