Patient Admin Supervisor

Role Overview

Patient Admin Supervisor at NMC Royal Hospital. This role leads the patient administration function, overseeing appointment scheduling, patient registration, medical insurance, and billing operations while managing a team to deliver high-quality service aligned with hospital standards.

Role Purpose

To manage daily operations of the patient administration department, supervise team performance, ensure compliance with hospital regulations and quality standards, and maintain operational efficiency while creating an enabling environment for team development and growth.

Key Responsibilities

Operational Management

• Align daily operations with the company's values and culture.
• Support the team in achieving departmental goals and objectives.
• Monitor employee scheduling of the department to ensure operational coverage and sufficient staffing levels.
• Support and monitor cost management initiatives.

Patient Experience and Service Quality

• Maintain quality service by ensuring quality customer service standards, identifying trends, and recommending process improvements.
• Manage complaints and implement process improvements linked to overall patient experience.
• Address patient concerns regarding incorrect charges or billing questions and facilitate resolution in a professional manner.
• Exercises effective interpersonal skills in dealings with department staff, colleagues, and management.

Patient Administration and Billing

• Supervise work outputs related to appointment scheduling, patient registration, medical insurance, and billing.
• Investigate billing discrepancies by reviewing patient records, insurance information, and charges to identify errors.
• Track outstanding bills and provide regular updates to management regarding billing performance and collections progress.
• Identify trends in patient billing issues and recommend process improvements to enhance efficiency and reduce billing errors.
• Generate detailed reports on patient invoices, outstanding balances, and payment collections.

Compliance and Safety

• Strictly adhere to NMC's regulations and policies, especially those related to infection control, patient safety, and JCI standards.
• Maintain patient and staff confidentiality.
• Support Continuous Quality Improvement and participate in all quality assurance activities of the service.

Staff Supervision and Development

• Provide training and mentorship to team members to ensure quality standards and service delivery.
• Continuously maintain an enabling environment where you can develop and grow your team.
• Orient new joiners and sign off probation periods.
• Ensure professional conduct and discipline within the team is followed.
• Provide support in the recruitment and selection process of team members.
• Work closely with the recruitment team to recruit and select competent employees.
• Provide support related to attendance, leave, overtime, staff allocations, uniform, dress code, and personal hygiene.
• Support staff engagement initiatives.
• Complete yearly appraisals and coach and develop the team.
• Conduct and document bi-annual performance conversations.
• Ensure that performance management contracts are in place for the team.
• Monitor the quality of onboarding for new employees; new employees are orientated and probation periods are signed off.
• Identify high potential talent and ensure that development plans are facilitated in cooperation with Human Resources.
• Ensure that a training plan is developed and monitored to ensure continuous sharing of knowledge and skill.

Performance Monitoring and Reporting

• Continuously monitor and measure plans against quality indicators and department objectives, ensuring regular audits are in place, analyse the data, and give relevant feedback.

Professional Development

• Participate in hospital training programs.

Qualifications & Experience

• Bachelor's Degree in any discipline or related field. Master's degree will be an advantage.
• 3+ years of experience in a customer service role or relevant field.
• Healthcare experience in UAE will be an advantage.

Skills & Competencies

• Strong interpersonal, verbal, and written communication skills.
• Strong knowledge in Insurance, Registration, and Billing.
• 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.