Patient Admin Executive

Role Overview

Patient Admin Executive at NMC Healthcare. This role provides front-line administrative and billing support within a hospital setting, managing patient interactions, appointment scheduling, financial transactions, and records management.

Role Purpose

To deliver efficient patient administration and billing services by managing patient arrivals and departures, maintaining accurate records, processing invoices and payments, and ensuring compliance with hospital policies and quality standards.

Key Responsibilities

Patient Reception & Communication

• Greet patients upon arrival and direct them to appropriate departments.
• Provide routine information about the hospital when necessary.
• 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.

Appointment Management

• Manage appointment scheduling, including confirmations, rescheduling, and no-show processing.
• Maintain working knowledge of the Hospital Information System, clinic times, appointment duration, 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.
• Maintain patient and staff confidentiality.

Billing & Insurance

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

Compliance & Quality

• Perform duties as specified in the duty roster, including handling patients, telephone calls, cash, and back-office work.
• 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.
• 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 department services.
• Support Continuous Quality Improvement and participate in all quality assurance activities of the service.

Team & Professional Development

• Contribute to team effort by accomplishing related results as needed.
• Exercise effective interpersonal skills in dealings with department staff, colleagues, and management.
• Participate in hospital training programs.
• Follow the duty schedule assigned by the team leader or supervisor, which includes different shift timings as per department need.

Qualifications & Experience

• College Diploma in any discipline or related field.

Skills & Competencies

• Proficiency with Hospital Information System.
• Patient handling and customer service.
• Telephone communication and email management.
• Billing, invoicing, and financial transaction processing.
• Cash handling and payment collection.
• Data entry and record management.
• Knowledge of medical insurance and claim procedures.
• Interpersonal and conflict resolution skills.
• Attention to detail and accuracy.

Additional Information

• Shift work required, including variable shift timings as per department need.
• Must maintain strict confidentiality and comply with privacy regulations.