Patient Admin Executive

Role Overview

Patient Admin Executive at NMC Healthcare. This is a customer-facing administrative role supporting hospital operations and patient services.

Role Purpose

Manage patient interactions, appointments, and billing processes while maintaining accurate records and ensuring compliance with hospital policies, infection control standards, and JCI requirements.

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 communicate information to the respective doctor or nurse for call backs.
• Check emails daily and respond to queries in a timely manner.
• 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 clinic times, appointment duration, doctor's duty roster, and booking procedures.
• Maintain working knowledge of the Hospital Information System.

Patient Registration & Records

• Register new patients and ensure 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 & Insurance

• Provide information about medical insurance coverage to patients.
• Collect co-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 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.

Financial Operations

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

Compliance & Quality

• Ensure operations are carried out uniformly according to hospital policies and procedures.
• Strictly adhere to NMC's regulations and policies, especially those related to infection control, patient safety, and JCI.
• Support Continuous Quality Improvement and participate in all quality assurance activities of the service.
• Participate in hospital training programs.

Complaint & Service Management

• 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.

Operational Duties

• 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 departmental need.
• Maintain a safe and clean reception area by complying with procedures, rules, and regulations.
• Contribute to team effort by accomplishing related results as needed.
• Assist in basic translation as and when required.

Qualifications & Experience

• College Diploma or Graduate qualification in any discipline or related field.
• One year as a trainee receptionist preferred.

Skills & Competencies

• Active and good interpersonal skills.
• Pleasing personality.
• Excellent command of oral and written English.
• Arabic desirable but not mandatory.
• Working knowledge of Hospital Information System.

Additional Information

• Different shift timings as per departmental need.