Patient Admin Executive

Role Overview

Patient Admin Executive at NMC Healthcare. The role is based at a hospital facility and combines front-desk patient services with administrative and billing functions.

Role Purpose

To deliver efficient patient reception, appointment coordination, and billing administration while maintaining high standards of confidentiality, compliance, and customer service in a healthcare environment.

Key Responsibilities

Patient Reception & Communication

• Greet patients and direct them to appropriate departments.
• Provide routine information about the hospital when necessary.
• Handle telephone inquiries from patients and provide information to the respective doctor or nurse for callbacks.
• Check emails daily and respond to queries in a timely manner.
• Exercise 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.

Financial & Billing Operations

• Provide information about medical insurance coverage to patients.
• Collect payment and co-payment based on insurance eligibility.
• Provide claim forms for patient reimbursement requests.
• 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 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 Management

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

Compliance, Quality & Operations

• 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.
• Strictly adhere to NMC's regulations and policies, especially those related to infection control, patient safety, and JCI.
• Maintain high standards of data accuracy while ensuring compliance with privacy regulations.
• Maintain patient and staff confidentiality.

Complaint & Service Improvement

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

Scheduling & Training

• Follow the duty schedule as assigned by the team leader or supervisor, which includes different shift timings as per departmental need.
• Perform duties of handling patients, telephone calls, cash, and back-office work as specified in the duty roster.
• Participate in hospital training programs.
• Contribute to team effort by accomplishing related results as needed.

Qualifications & Experience

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

Skills & Competencies

• Hospital Information System proficiency.
• Patient billing and invoice processing.
• Cash handling and financial reconciliation.
• Insurance verification and claims processing.
• Written and verbal communication.
• Data accuracy and attention to detail.
• Interpersonal and customer service skills.
• Ability to work different shift patterns.