Patient Admin Executive - UAEN

General

• Makes patients and their families feel welcome in the hospital.

• Exhibits care and service with empathy.

• Provides personalized service by identifying regular patients, greeting patients by name and maintains their details.

• Maintain the Key Result Areas (KRAs) / Key Performance Indicators (KPIs) related to each section as describing in details in “Orientation Checklist” in the appendices.

• section Arranges for an interpreter as needed.

• Recognizes patients in need of immediate medical attention and activates appropriate response systems.

• Facilitates communication between Front Office Executives and patient/customer and other members of the health care discipline.

• Coordinates customer care services beyond the reception area.

• Relays feedback from patients and their families to the Front Office In Charge.

• Greets patients and their families and enquires about the nature of their visit / call and implements appropriate course of action.

• Protects patients rights by maintaining confidentiality of personal and financial information.

• Maintains operations by following policies and procedures, reporting needed changes to the Customer Relations Manager.

• Contributes to team effort by accomplishing related results as needed

• Competence is demonstrated in all performance output areas

• Meet patient and customer expectations and maintain quality service principles 

• Manages complaints in a time sensitive manner 

• Document and resole complaint where applicable 

• Participate in Quality Improvement projects

• Company values are demonstrated in behaviour

• Participates in educational programs, in-service meetings and trainings as directed 

• Attends meetings as required

Customer Service 

• Recognizes patients in need of immediate medical attention and activates appropriate response systems.

• Directs patients to the right department by escorting them.

• Facilitates communication between Front Office Executives and patient/customer and other members of the health care discipline.

• Coordinates customer care services beyond the reception area.

• Conduct daily patient satisfaction survey

• Conduct daily patient visit

• Relays feedback from patients and their families to the Customer Relations Manager

Call Center

• Answers incoming calls within 3 rings

• Responds to callers needs in a professional, service-oriented manner and maintains the highest level of customer satisfaction by seeking first call resolution.

• Answers callers questions at the same time tries to obtain full understanding of what information is being requested.

• Understands the requirement of the callers and provides information accordingly. Provides accurate information about the services offered by the Hospital.

• Directs calls to the appropriate department/individuals; both external & internal calls.

• Maintains an accurate telephone directory to ensure connecting callers to the desired destination.

• Conducts appointment bookings for the clinics.

• Provides physician referrals to callers.

• Exhibits urgent call management techniques and diplomacy while dealing with difficult situations.

• Responds to caller query/ problems within assigned level of authority. 

• Reports in a detailed and accurate manner to the Call Center Supervisor, when required.

• Ensures the caller is on hold when transferring or briefly leaving the line and informs the caller prior to doing so.

• Directs complaints to the concerned department and transfers extremely difficult callers to the Call Center Front Office In Charge

   

Outpatient Clinics

• Registers new patients in the Information Technology system ensuring accurate information is collected and opens new medical record accordingly.

• Messages are taken and delivered to appropriate individuals within set time frame 

• Telephone etiquette principles are followed 

• Patient demographic data and accurate eligibility details collected and entered into system as per company standards 

• Schedules appointments, collects payments, enters charges, performs back office work and issues receipts as specified in the duty rota. 

• Communicates all relevant information to Front Office In Charge on a daily basis.

• Expedites flow of visitors/patients and ensures that each person receives customer care service that exceeds expectations by providing a welcoming environment.

• Provides information about medical insurance coverage to patients and checks with the accounts/insurances department to ensure accurate information before sending the patient to the doctor.

• Comforts patients by anticipating patients anxieties; answering patients questions; maintaining the reception area.

• Recognizes patients in need of immediate medical attention and activates appropriate response systems.

• Patient / Customer are welcomed and received according to company procedure 

• Registration forms are signed and filed. 

• Insurance Card copies kept on patient files/system. 

• Patient attendance confirmed by entering data into the system as per company standards. Patient medical records requested where applicable. 

• Financial Consent Form signed by patient/legal guardian 

• Act as source of information about hospital/clinic services, policies and rules

Inpatient Wards

• Patients are pre-admitted as per pre-admission procedure 

• Patients are informed of documentation required and relevant financial aspects, for admission 

• Patients are discharged as per procedure 

• Discharge records are completed and processed as per procedure 

Billing

• Generation of timely and accurate bills, receipts and refunds as per hospital policy.

• Collecting and remitting cash. 

• Remit all the bills/ cash accurately to finance at the end of the shift 

• Generation of cash/credit summary and reports on a daily basis 

• Daily reconciliation of collection summary with cash remittance 

• Updating of patient accounts daily 

• Checking on interim bills and following up on patients for further deposits 

• Reconciliation of charges posted bills not raised on a daily basis