Patient Admin Executive

Role Overview

Patient Admin Executive at NMC Healthcare. The role is based on-site at a hospital facility and focuses on managing patient administrative operations and front-desk functions.

Role Purpose

Deliver exceptional patient experience by managing reception, appointment scheduling, patient registration, billing, and cash handling while maintaining compliance with hospital policies, infection control standards, and patient safety requirements.

Key Responsibilities

Patient Experience & Reception

• Greet patients, direct them to appropriate departments, and provide routine information about the hospital when necessary.
• 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 & Registration Management

• Manage appointments including handling no-shows, rescheduling patients, and confirmations.
• Register new patients and ensure records of current patients are kept up to date.
• Maintain working knowledge of the Hospital Information System, clinic times, appointment duration, doctor's duty roster, and appointment booking procedures.

Communications & Inquiries

• Handle telephone inquiries from patients and provide information to the respective doctor or nurse for call-backs.
• Check emails daily and respond to queries in a timely manner.

Insurance & Patient Payments

• Provide information about medical insurance coverage to patients.
• Collect payment and co-payment based on insurance eligibility.
• Provide claim forms for patients seeking reimbursement.
• Maintain high standards of data accuracy while ensuring compliance with privacy regulations.

Billing & Revenue

• 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 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 & Financial Operations

• 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 finance protocol standards.

Compliance & Quality

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

Complaint Resolution

• 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.

Shift & General Duties

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

Qualifications & Experience

• College Diploma in any discipline or related field.

Skills & Competencies

• Strong interpersonal, verbal, and written communication skills at proficient level.
• Strong analytical and problem-solving skills at proficient level.
• Excellent command of oral and written English at proficient level.
• Arabic language desirable but not essential.
• Ability to think critically and maintain a high level of confidentiality at proficient level.
• Proficiency in MS Office at proficient level.

Additional Information

• Shift work required with flexible timing based on departmental needs.
• Must adhere to infection control protocols and patient safety standards.
• JCI compliance mandatory.