Patient Admin Executive

Role Overview

Patient Admin Executive at NMC Royal Hospital. The role is based at the hospital facility and encompasses patient registration, appointment management, billing, insurance coordination, and front-desk operations.

Role Purpose

To deliver efficient administrative and financial support to patients and hospital operations by managing patient check-in, appointment scheduling, billing inquiries, and cash processing while maintaining compliance with hospital policies and quality standards.

Key Responsibilities

Patient Services & Reception

• Greet patients upon arrival, direct them to appropriate departments, and provide routine information about the hospital.
• Handle telephone inquiries from patients and relay information to the respective doctor or nurse for call-backs.
• Maintain a safe and clean reception area by complying with procedures, rules, and regulations.
• Exercise effective interpersonal skills in dealings with department staff, colleagues, and management.

Appointment Management

• Manage appointments including confirmations, rescheduling, and no-show tracking.
• Maintain working knowledge of the Hospital Information System, clinic times, appointment durations, doctor duty rosters, and booking procedures.

Patient Registration & Records

• Register new patients and ensure records of current patients are kept up to date.
• Maintain high standards of data accuracy while ensuring compliance with privacy regulations.
• Maintain patient and staff confidentiality.

Billing & Insurance

• Provide information to patients about medical insurance coverage and eligibility.
• Collect co-payments and payments based on insurance eligibility.
• Provide claim forms for patients requesting 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 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.

Cash & Finance Processing

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

Communications & Administration

• Check emails daily and respond to queries in a timely manner.
• Perform duties of handling patients, telephone calls, cash, and back-office work as specified in the duty roster.
• Follow the duty schedule assigned by the team leader or supervisor, which includes different shift timings as per department need.

Compliance & Quality Improvement

• Ensure operations are carried out uniformly according to hospital policies and procedures.
• Strictly adhere to NMC regulations and policies, especially those related to infection control, patient safety, and JCI standards.
• Handle complaints in a structured, timely, and professional manner that is fair, courteous, and respectful of privacy.
• Support Continuous Quality Improvement and participate in all quality assurance activities of the service.
• Participate in hospital training programs.

Qualifications & Experience

• High School or College Diploma in any discipline or related field.

Skills & Competencies

• Hospital Information System proficiency.
• Patient communication and customer service.
• Data entry and record accuracy.
• Cash handling and financial processing.
• Billing and insurance knowledge.
• Appointment scheduling and organization.
• Email and telephone management.
• Interpersonal and teamwork skills.
• Attention to confidentiality and privacy compliance.

Additional Information

• Shift work required, including varying shift timings as per department need.
• Role includes compliance with NMC infection control, patient safety, and JCI regulations.