Patient Relation Officer/ Call Center

NMC Healthcare; Abu Dhabi; On-site; AED 78,120 - 111,600; Full time

Job summary

Careers at UAE is seeking a Patient Relation Officer for their facility in Abu Dhabi. This role involves greeting patients, managing appointments, and ensuring smooth billing processes while complying with hospital policies.

The ideal candidate should have a college diploma in any discipline and be proficient in handling patient inquiries and records. This position offers an opportunity to contribute to the quality of patient care in the hospital.

Qualifications

• Diploma holder in any discipline related to the healthcare field.

Responsibilities

• Greet patients and provide routine information about the hospital.
• Manage patient appointments and registrations effectively.
• Handle telephone inquiries and provide timely information.
• Ensure compliance with hospital policies and infection control regulations.
• Process patient invoices and payments accurately.

Education

College Diploma – Any discipline or related fields.

Job description

Patient Relation Officer/ Call Center

Job Description

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.

Responsibilities

• Greet patients, direct them to appropriate departments and provide routine information about the hospital when necessary.
• Handle telephone inquiries from patients and provide information to the respective doctor/nurse for the callbacks.
• Appointment management including no-shows, rescheduling of patients and confirmations.
• Register new patients and ensure the records of current patients are up to date.
• Provide information about medical insurance coverage to patients and collect the payment/ co-payment based on the insurance eligibility.
• 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.
• Maintain working knowledge of the Hospital Information System, times of all clinics, duration of appointments, doctor’s duty roster, and procedures for booking appointments.
• Perform duties of handling patients, telephone calls, cash, and back-office work as specified in the duty roster.
• Check emails daily, ensuring you respond to queries in a timely manner.
• 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.
• Ensure 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.
• Follows the duty schedule as assigned by the team leader/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.

Qualifications

• College Diploma – Any discipline or related fields.