Patient Admin Executive

Role Overview

Patient Admin Executive at NMC Royal Hospital. This role manages patient-facing administrative and financial processes at the hospital reception and billing interface.

Role Purpose

Deliver seamless patient experience through efficient appointment management, accurate billing and invoicing, timely payment collection, and professional handling of patient inquiries while maintaining strict compliance with hospital policies, infection control standards, and data privacy regulations.

Key Responsibilities

Patient Service & Experience

• Greet patients, direct them to appropriate departments, and provide routine information about the hospital when necessary.
• Handle telephone inquiries from patients and provide information to the respective doctor or nurse for call backs.
• Maintain working knowledge of the Hospital Information System, clinic times, appointment duration, doctor's duty roster, and booking procedures.
• Maintain a safe and clean reception area by complying with procedures, rules, and regulations.
• Exercises effective interpersonal skills in dealings with department staff, colleagues, and management.

Appointment Management

• Manage appointments including handling no-shows, rescheduling patients, and confirmations.
• Perform duties of handling patients, telephone calls, cash, and back-office work as specified in the duty roster.

Patient Registration & Records

• Register new patients and ensure the 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 & Financial Services

• 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 any 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.

Insurance & Payment Processing

• Provide information about medical insurance coverage to patients and collect payment or co-payment based on insurance eligibility.
• Provide claim forms in case the patient wants to claim reimbursement.
• Facilitate daily cash collection, credit card slips, and cheques deposits at the designated location within the hospital premises, ensuring timely and accurate processing at the end of each shift, adhering to the standards of finance protocols.

Communication & Administration

• Check emails daily, ensuring you respond to queries in a timely manner.
• Ensure operations are carried out uniformly according to hospital policies and procedures.

Compliance & Quality

• Strictly adhere to NMC's regulations and policies especially those related to infection control, patient safety, and JCI.
• Ensure complaints are handled in a structured, timely, and professional manner which is fair, courteous, and respectful of privacy, to identify problems and continuously improve the department's services.
• Support Continuous Quality Improvement and participate and contribute to all quality assurance activities of the service.
• Participate in hospital training programs.

Team & Scheduling

• Follow the duty schedule as assigned by the team leader or supervisor, which includes different shift timings as per the need of the department.
• Contribute to team effort by accomplishing related results as needed.

Qualifications & Experience

• College Diploma in any discipline or related field.

Skills & Competencies

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

Additional Information

• Shift work required, including different shift timings as per department needs.