Patient Admin Executive

Role Overview

Patient Admin Executive at NMC Royal Hospital. The role encompasses front-desk reception, patient registration, appointment scheduling, billing, insurance processing, and cash handling across various shift patterns as needed by the department.

Role Purpose

To deliver efficient patient administration services including greeting and directing patients, managing appointments, processing registrations and billing, handling insurance inquiries, and managing financial transactions while maintaining compliance with hospital policies, infection control standards, and patient confidentiality.

Key Responsibilities

Patient Reception & Communication

• Greet patients upon entry to the medical facility, direct them to appropriate departments, and provide routine information about the hospital.
• Handle telephone inquiries from patients and relay information to the respective doctor or nurse for call backs.
• Check emails daily and respond to queries in a timely manner.
• Maintain patient and staff confidentiality.

Appointment Management

• Manage appointments including tracking no-shows, rescheduling patients, and confirming bookings.
• Maintain working knowledge of the Hospital Information System, clinic times, appointment durations, doctor duty rosters, and appointment booking procedures.

Patient Registration & Records

• Register new patients and ensure records of current patients are kept up to date.
• Maintain high standards of data accuracy while ensuring compliance with privacy regulations.
• Confirm patient registration upon entry to the facility.

Billing & Insurance

• Provide information to patients about medical insurance coverage and eligibility.
• Collect payments and co-payments based on insurance eligibility.
• Provide claim forms to 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 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 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, adhering to finance protocol standards.

Compliance & Quality

• Ensure operations are carried out uniformly according to hospital policies and procedures.
• Strictly adhere to NMC regulations and policies, especially those related to infection control, patient safety, and JCI standards.
• Maintain a safe and clean reception area by complying with procedures, rules, and regulations.
• Handle complaints in a structured, timely, and professional manner that is fair, courteous, and respectful of privacy; identify problems and continuously improve departmental services.
• Support Continuous Quality Improvement and participate in all quality assurance activities of the service.
• Participate in hospital training programs.

Team & Operations

• 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.
• Exercise effective interpersonal skills in dealings with department staff, colleagues, and management.
• Contribute to team effort by accomplishing related results as needed.

Qualifications & Experience

• College Diploma in any discipline or related field.

Skills & Competencies

• Proficiency with Hospital Information System.
• Knowledge of billing and insurance processes.
• Strong verbal and written communication skills.
• Data entry and accuracy.
• Cash handling and financial processing.
• Interpersonal and customer service skills.
• Ability to manage multiple tasks and priorities simultaneously.

Additional Information

• Shift work required with varying timings as per departmental need.
• Compliance with NMC infection control, patient safety, and JCI regulations mandatory.