Patient Admin Executive

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 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. • 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 • Ability to analyze and solve problems. • Ability to demonstrate highly developed communication and organizational skills at all levels. • Ability to manage difficult patient situations, responding promptly to the needs of the patient, soliciting feedback to improve service, responding to requests for service/assistance. • Ability to provide compassionate care that is respectful to patients' cultural preferences. • Ability to review procedures and implement new models of service delivery to satisfy Patient and Customer and organizational requirements. • Ability to work autonomously with minimal supervision and in a team within a complex clinical setting. • Administrative Skills: Attention to details, Good telephone etiquettes, Team player, Stress management and Time management skill. • Dedicated, polite, professional, light hearted, intelligent, trustworthy, empathetic, organized and able to multitask. • Demonstrated commitment to quality outcomes • Demonstrates knowledge and practice of confidentiality policy. • Diploma or Graduate in any discipline.