Patient Access Executive
Job Description
Basic Purpose of the role
To deliver an exceptional patient experience for all patients, relatives and visitors.
To ensure correct patient identification and registration.
Have a mature outlook and to be accurate and observant.
Understand and respect client confidentiality.
Key responsibilities of the role
Technical Related
•Ensure correct patient identification at time of registration.
•To ensure proper patient registration as per patients Emirates ID and/or other accepted IDand to avoid data entry errors.
•To educate patients of registration process and ensure all consent and registration formsare correctly and duly completed.
•To ensure correct and accurate scanning and upload of patient documents onto patient file in HIS System.
•To reduce and minimize at time of registration any potential errors from incorrect entry of insurance details, wrong Provider/TPA entry, incorrect card formats etc.
•To always carry out eligibility check where applicable and to correctly check eligibility on various insurance company portals
•To provide patients with relevant insurance forms where applicable.
•Assisting patients in clinic with Booking of follow up appointments, new appointments and rescheduling as per patient request
•Assist patient with Mobile App registrations
•Ensuring attendance to RCM Related trainings and keeping up to date with new Insurance providers and special tie ups
•Complying to Front Office KPI’s as set by Patient Experience Manager
Service Related
•To greet patients and their families courteously
•Giving clear communication to patients of next steps after registration
•To deliver the highest level of service to all patients and their relatives
•Responsible for patient Confirmation call backs to reduce No Show
•Ensuring clear and frequent communication to patients regarding potential wait times
•Update patients of potential delays in clinic and of unplanned cancellations and reschedule patients accordingly
•Handling patients’ service-related complaints and queries and escalating to Patient Experience supervisor when necessary.
Contributing to all patient experience projects
•Ensuring patient satisfaction and encourage completion of patient satisfaction forms
•Promoting of Products and services at Front office level as and when required by Marketing team
•Ensuring attendance to Patient Experience trainings as set by Patient Experience Manager
•Working on Patient Experiences Areas as assigned by Patient Experience Supervisor and/or Patient Experience Manager.
•Meets and greets patients, families and VIPs in a courteous and efficient manner as they arrive in the clinic/ department reception area and. Assists VIP customers throughout their visit within the clinic
Others
•Other tasks as assigned by Patient Experience Manager and as per operational needs
•Ensures compliance to the policy, regulations, and procedures of the department and the hospital.
•Ensures that operational plans and improvement activities of the Patient Services are understood and implemented under the direct guidance of the Patients Services Manager.
•Demonstrates behaviours that promote positive customer relations with the patients,visitors and members of the hospital staff and are consistent with Hospital vision and Goals
Other responsibilities
Ensures that all complaints as expressed by the hospital stakeholders-patients & family, doctors, and staff, as well as the corrective / preventive actions undertaken are properly recorded and referred to the Duty Officer and /or the Patient Services Manager in a prompt and timely manner.
Maintains an updated and accurate record of relevant documents including relevant telephone numbers list in the Clinic/ Department.
Receives, sorts and distributes mails, memos and other correspondence to appropriate department
Receive the memos, announcement, and other communication and coordinate with colleagues accordingly; post the announcement in the notice board for a certain period if needed.
Assists the Patient Services Manager / Duty Officer in effectively planning the staffing requirements and performance improvement in all clinics and departments.
Notifies and secures the approval of the Patient Services Manager for requests for leaves, changes of duties, requests for transfers, resignation, etc.
Assists in training new employees on the proper billing for the insurance claims, answering the phones, greeting patients and other work-related procedures.
Ensures adequacy of material resources and stationary requirements in the Clinic/ Department. Prepares the weekly requisitions for the above and receive the same from the Purchasing Store.
Performs projects and assignments as delegated from Patient Services Manager as needed
Participates in the quality improvement activities of the hospital
Compliance guidelines
Qualifications, Certifications and Experience
Required:
Bachelor’s Degree
Required :
Minimum of 1 year experience in Customer Services in a similar position preferably in a Hospital
Demonstrated knowledge of excellent customer service
Computer literate
Flexible with shifts
Concentrate for extended lengths of time
Tolerate frequent interruptions and accommodate readily to changing work priorities.
Readily and effectively communicate with others, both verbally and in writing.
Good command in written and spoken English, Arabic fluency is an advantage.
Presentable and pleasing personality
Proactive and approachable
Required physical activities to include standing, walking, kneeling, lifting, stretching, stooping and repetitive movements.
Physical requirements
Primarily a desk job with up to eight hours of office work involving frequent interaction with customers/patients and walking and standing for long hours to follow up with patient concerns
