Responsible to provide a range of duties including greeting patients when they enter the medical facility, confirming and registration of new patients, follow ups, answering insurance queries, billing, answering calls and checking emails on a regular basis, as well as acting as a team lead.
- Greet patients/clients, secure nature of visits and direct to appropriate individual/department, provide routine information about the hospital when necessary.
- Handle phone inquiries from patients and others; screen calls to ascertain nature and urgency of inquiry; refer callers as appropriate and/or schedules appointments.
- Register new patients/ follow up patients and update existing files by collecting patient details. Also, respond as appropriate to inquiries from patients regarding treatment, benefits, and billings; coordinate the resolution of related problems.
- Ensure payor eligibility verification.
- Provides information about medical insurance coverage to patients and check the same diligently before sending the patient to the doctor. Collect the payment/ co-payment if any after checking the insurance eligibility, enter on the hospital information system and then send the patient for consultation/ any other services.
- Provide claim forms in case the patient wants to claim reimbursement.
- Facilitate daily cash collection, credit card slips, and cheques deposits at the designated location within the hospital premises, ensuring timely and accurate processing at the end of each shift, adhering to the standards of finance protocols.
- Cater to the needs of all incoming patients (with or without appointments).
- Maintain working knowledge of the Hospital Information System, times of all clinics, duration of appointments, doctor’s duty roster, and procedure for booking appointments.
- Giving information to the respective doctor/nurse for the call backs.
- Checking the emails daily, replying wherever required and to clear the respective dues if any.
- Ensure operations are carried out uniformly according to the hospital policies and procedures.
- Contributes to team effort by accomplishing related results as needed and maintains safe and clean reception area by complying with procedures, rules, and regulations.
- Participate in the Hospital training programs.
- Complaints are handled in a structured, timely and professional manner which is fair, courteous and respectful of privacy, to identify problems and to continuously improve the department's services.
- 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.
- Maintain quality service by ensuring quality customer service standards, identifying trends & recommending process improvements.
- Follows the duty schedule as assigned by the supervisor which includes different shift timings as per the need of the department
- Strictly adheres to NMC’s regulations and policies especially those related to infection control, patient safety & JCI.
- Supports Continuous Quality Improvement and participates and contributes to all the quality assurance activities of the service.
- Exercises effective interpersonal skills in dealings with department staff, colleagues and management.
- Maintains patient & staff confidentiality.
- Maintain high standards of data accuracy while ensuring compliance with privacy regulations.
- Generate and process patient invoices for services rendered, including consultations, treatments, and diagnostic tests.
- Ensure that all charges are accurately recorded in the patient’s account, reflecting the correct services, dates, and codes.
- Issue bills and invoices to patients for any outstanding balances, including co-pays, deductibles, or non-covered services.
- Provide patients with detailed statements and assistance in understanding their charges and payment options.
- Prepare and process patient invoices for services, ensuring accurate charges.
- Collect co-pays, deductibles, and outstanding balances at the time of service.
- Ensure billing practices comply with legal and insurance requirements.
- Investigate billing discrepancies by reviewing the patient’s records, insurance information, and charges to identify errors.
- Track outstanding bills and provide regular updates to management regarding billing performance, collections progress.
Any bachelor's degree preferred
2+ years of experience in customer service role or relevant field, Healthcare experience in UAE will be an advantage.
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