Patient Admin Executive
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Key skills for this role
About the Role
Welcomes patients, coordinates care, manages complaints, ensures confidentiality, and demonstrates strong communication and organizational skills in a healthcare setting.
Key Skills for This Role
Responsibilities
- Greet patients and their families and enquire about the nature of their visit / call and implement appropriate course of action
- Register new patients in the Information Technology system ensuring accurate information is collected and open new medical record accordingly
- Schedule appointments, collect payments, enter charges, perform back office work and issue receipts as specified in the duty rota
- Answer incoming calls within 3 rings and respond to callers' needs in a professional, service oriented manner
- Direct calls to the appropriate department/individuals; both external & internal calls
- Conduct daily patient satisfaction survey and daily patient visit
- Relay feedback from patients and their families to the Customer Relations Manager
- Manage complaints in a time sensitive manner and document/resolve where applicable
- Generate timely and accurate bills, receipts and refunds as per hospital policy
- Collect and remit cash, and reconcile collection summary with cash remittance daily
- Pre admit patients as per pre admission procedure and inform patients of documentation required and relevant financial aspects
- Discharge patients as per procedure and complete discharge records
Requirements
- Experience in healthcare front office or customer service
- Strong communication and interpersonal skills
- Ability to handle multiple tasks and work in a fast paced environment
- Proficiency in computer systems and EMR software
Full Job Posting
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.
- 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.
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 caller's 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.
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.
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.
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