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.

Role Purpose

To deliver exceptional patient experience through efficient appointment management, accurate billing, and compliant administrative operations while maintaining confidentiality and upholding hospital standards.

Key Responsibilities

Patient Engagement & Service

• Greet patients and direct them to appropriate departments.
• Provide routine information about the hospital when necessary.
• Handle telephone inquiries from patients and relay information to the respective doctor or nurse for call backs.
• 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 booking procedures.

Patient Registration & Records

• Register new patients and ensure the 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.

Billing & Financial Operations

• 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.
• Provide information about medical insurance coverage to patients and collect payment or co-payment based on insurance eligibility.
• Provide claim forms to patients who wish to claim reimbursement.
• Ensure billing practices comply with legal and insurance requirements.

Cash & Finance Management

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

Operations & 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.
• Maintain a safe and clean reception area by complying with procedures, rules, and regulations.
• 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.

Communications & Correspondence

• Check emails daily and respond to queries in a timely manner.

Quality & Complaints Management

• Ensure complaints are handled in a structured, timely, and professional manner which 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.

Professional Development

• 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

• Shift patterns vary according to departmental need.