Patient Relations Executive

Role Overview

Patient Relations Executive at American Hospital Dubai. The role provides support to ensure the registration and admission process meets internal and external customer needs and expectations, serving as receptionist, clerical assistant, cashier, and interpreter for the unit.

Role Purpose

Ensure patients are registered on a timely basis and supported throughout the admission and customer service process while managing financial and insurance procedures, appointments, and maintaining compliance with hospital policies.

Key Responsibilities

Registration & Patient Data Management

• Register new patients and ensure the pre-registration form is completed and signed.
• Collect an approved ID (Emirate ID or Passport).
• Enter all registration data into Cerner accurately and obtain patient signature on verified printed registration form.
• Modify patient information on Cerner upon their attendance or when calling according to established criteria.
• Adhere to hospital policy HPP-206 "Identification of Patient" during appointment booking, registration, and cashier process.
• Ensure updated patient details and signed consent every 12 months upon patient attendance to the hospital as per HPP-007 "General and Informed Consent".
• Ensure all required documents are scanned in Cerner (ID, Referral Form, and Claim Form).

Financial & Insurance Processing

• Ensure correct entry of financial details for patients in Cerner by obtaining documents to support the payment mode.
• Verify patient insurance card against updated direct billing list.
• Ensure appropriate claim form is placed in patient's file.
• Check for outstanding amounts for patients before registration and follow up with the Manager or designee.
• Enter and verify charges and orders efficiently into the mycare system.
• Collect payment, issue receipts, and complete designed cashier reports by using mycare or preparing manual reports correctly.
• Follow up on cash outstanding and resolve late charges.
• Modify from insurance to cash and vice versa as required.
• Handle insurance process (pre-approved treatment).
• Liaison with the Insurance and Finance Departments.
• Ensure insurance and finance documentation is completed according to established criteria.
• Inform patient about billing details and explain non-covered charges.

Appointment Management

• Schedule and book appointments as requested appropriately.
• Transfer and cancel appointments and inform patient regarding the reference number.
• Coordinate with Medical Imaging for booking appointments (urgent or routine).
• Inform walk-in patients regarding waiting time.
• Inform Initial Visit Patients (New Patients) to arrive 15 minutes prior politely and cordially to appointment time and to bring identification card, insurance card, vaccination record, medication list, and any medical report if present, or to follow clinic specifics regarding appointment instructions.
• Schedule and book appointments as obtained from standards for walk-in refills with documentation from another department.

Customer Service & Communication

• Answer phone calls politely and cordially.
• Maintain proper telephone etiquette.
• Provide information to prospective customers and hospital staff by answering all specific inquiries regarding patients' queries.
• Direct patient to another department as required.
• Handle patient complaints and address them to the concerned Clinic Manager, PRR Coordinator, or Supervisor promptly without delay.
• Participate in ensuring true, honest, and accurate patient Customer Survey Feedback.

Operational & Administrative Duties

• Prioritize tasks ensuring effective functioning of the area.
• Prioritize workload and complete correspondence promptly.
• Maintain complete awareness at all times of all hospital features, services, prices, packages, and hours of operations.
• Ensure that the place of work and surrounding area is kept clean and organized at all times.
• Facilitate efficient receptionist function by consulting and communicating with all co-workers.
• Assist in the orientation of new staff members.
• Ensure that all stand layout explanations are filled and updated with non-covered standards in the new brochure.

Safety, Compliance & Reporting

• Ensure a safe working environment through strict compliance with Hospital Policy and Procedures regarding safety, infection, and security.
• Follow the chain of command in reporting incidents or concerns.
• Report equipment failure, safety and security issues, and reduction of supply inventory to PRR Supervisor or Coordinator.
• Promote incident and customer complaint reporting to improve patient and family care.

Qualifications & Experience

• High School Graduate.
• Adequate Medical Terminology knowledge.
• Exposure to or experience with customer service principles.
• Previous cashier experience is preferable.

Skills & Competencies

• Excellent English and Arabic verbal and written communication skills.
• Computer literacy in iConnect System and demonstrated efficiency.
• Cerner system proficiency.
• mycare system proficiency.