Senior Patient Admin Executive

Role Overview

Senior Patient Admin Executive at NMC Healthcare. The role encompasses front-desk patient services, registration, billing, collections, and team leadership across multiple shift patterns.

Role Purpose

To deliver exceptional patient administration and financial services by managing patient intake, insurance verification, billing operations, and collections while ensuring compliance with hospital policies, infection control standards, and JCI requirements. The role includes supervisory responsibilities for departmental scheduling and staff support.

Key Responsibilities

Patient Reception & Services

• Greet patients and clients, confirm the nature of visits, and direct to appropriate individuals or departments.
• Provide routine information about the hospital when necessary.
• Cater to the needs of all incoming patients, with or without appointments.
• Maintain a safe and clean reception area in compliance with procedures, rules, and regulations.

Patient Registration & Records Management

• Register new patients and follow up with existing patients.
• Update existing patient files by collecting patient details.
• Maintain high standards of data accuracy while ensuring compliance with privacy regulations.
• Maintain patient and staff confidentiality.

Telephone & Communications Management

• Handle phone inquiries from patients and others.
• Screen calls to ascertain nature and urgency of inquiry.
• Refer callers as appropriate and schedule appointments.
• Provide information to the respective doctor or nurse for call-backs.
• Check emails daily, reply where required, and clear respective dues.

Insurance & Eligibility Verification

• Ensure payor eligibility verification.
• Provide information about medical insurance coverage to patients.
• Check insurance coverage diligently before directing patients to the doctor.
• Respond appropriately to inquiries from patients regarding treatment, benefits, and billings.
• Coordinate resolution of related problems.
• Provide claim forms when patients request reimbursement.

Billing & Collections

• 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.
• Collect payment or co-payment after checking insurance eligibility and enter on the hospital information system.
• Ensure billing practices comply with legal and insurance requirements.
• Investigate billing discrepancies by reviewing patient records, insurance information, and charges to identify errors.
• Track outstanding bills and provide regular updates to management regarding billing performance and collections progress.
• Facilitate daily cash collection, credit card slips, and cheques deposits at designated locations within hospital premises.
• Ensure timely and accurate processing at the end of each shift, adhering to finance protocol standards.

Hospital Information Systems & Operations

• Maintain working knowledge of the Hospital Information System.
• Maintain knowledge of clinic times, appointment duration, doctor's duty rosters, and appointment booking procedures.
• Ensure operations are carried out uniformly according to hospital policies and procedures.
• Send patients for consultation or other services after completing administrative requirements.

Team Leadership & Staff Support

• Monitor employee scheduling of the department to ensure operational coverage.
• Provide support related to attendance, leave, overtime, staff allocations, uniform, dress code, and personal hygiene.
• Act as team lead across the patient administration function.

Complaint & Quality Management

• Handle complaints in a structured, timely, and professional manner that is fair, courteous, and respectful of privacy.
• Identify problems and continuously improve department services.
• Maintain quality service by ensuring quality customer service standards.
• Identify trends and recommend process improvements.
• Support Continuous Quality Improvement and participate in all quality assurance activities of the service.

Compliance & Professional Development

• Strictly adhere to NMC's regulations and policies, especially those related to infection control, patient safety, and JCI.
• Participate in hospital training programs.
• Exercise effective interpersonal skills in dealings with department staff, colleagues, and management.
• Follow the duty schedule as assigned by the supervisor, which includes different shift timings as per departmental need.
• Contribute to team effort by accomplishing related results as needed.

Qualifications & Experience

• 2+ years of experience in a customer service role or relevant field.
• Healthcare experience in UAE will be an advantage.

Skills & Competencies

• Proficiency with Hospital Information Systems.
• Knowledge of medical insurance coverage and billing practices.
• Strong telephone and written communication skills.
• Attention to detail and high data accuracy standards.
• Customer service excellence.
• Problem-solving and complaint resolution.
• Interpersonal effectiveness.
• Ability to work across multiple shift patterns.

Additional Information

• Follows flexible duty schedules as assigned, including different shift timings as per departmental need.
• Must strictly adhere to infection control, patient safety, and JCI compliance requirements.
• Role includes supervisory and team lead responsibilities.