Patient Relations Executive

Provides the support necessary to ensure the registration process, and admission process in a manner that meets both internal and external customer needs and expectations. Serves as a receptionist, clerical assistant, cashier and interpreter for the unit. Ensures patients are registered on a timely basis.

Responsibilities

• Prioritizes tasks ensuring effective functioning of the area.
• Follows the chain of command in reporting incidents or concerns.
• Prioritizes workload and completes correspondence promptly.
• Provides information to prospective customers and hospital staff by answering all specific inquiries regarding patients’ queries.
• Ensures a safe working environment through strict compliance with Hospital Policy and Procedures regarding safety, infection and security.
• Answers phone calls politely and cordially.
• Maintains proper telephone etiquette.
• Registers new patients, make sure the pre-registration form is completed and signed and an approved ID (Emirate ID or Passport) is collected.
• Enters all registration data into Cerner accurately and obtains calls patient signature on verified printed registration form.
• Adheres to the hospital policy HPP-206 “Identification of Patient” during appointment booking, registration and cashier process.
• Modifies patient information on Cerner upon their attendance or calling according to the established criteria.
• Ensures correct entry of financial details for patients in Cerner by obtaining the documents to support the payment mode.
• Ensures having updated patient details and signed consent every 12 months upon patient attendance to the hospital as per HPP-007 “General and Informed Consent”.
• Verifies patient insurance card against updated direct billing list.
• Ensures appropriate claim form placed in patient’s file.
• Ensures that all required documents are scanned in Cerner (ID, Referral Form, and Claim Form).
• Checks for outstanding amounts for patients before registration and follow up with the Manager/designee.
• Informs walk-in patients regarding waiting time.
• Schedules and books appointments as requested appropriately.
• Transfers and cancels appointments. (Informs patient in regards to the reference number).
• Informs Initial Visit Patients (New Patients) to arrive 15 minutes prior politely and cordially to appointment time and to bring identification card, insurance card, vaccination record, medication obtained medication used and any medical report if present or follow clinic specifics in regard to appointment instructions.
• Schedules and books (obtained from standards in walk-intoregardrefillsthe documentation from another department) appointments as requested appropriately.
• Enters and verifies charges and orders efficiently into the mycare system.
• Liaises with the Insurance and Finance Departments.
• Ensures insurance and finance documentation is completed according to established criteria.
• Collects payment, issues receipts and completes designed cashier reports by using mycare or preparing manual reports correctly.
• Follows up on cash outstanding and resolves late charges.
• Modifies from insurance to cash and vice versa as required.
• Handles insurance process (pre-approved treatment).
• Coordinates with Medical Imaging for booking appointments (urgent or routine).
• Directs patient to another department as required.
• Informs patient about billing details and explains non-covered charges.
• Participates in ensuring true, honest and accurate patient Customer Survey Feedback.
• Ensures that all stand layout explanations are filled and updated with non-covered standards in the new brochure.
• Handles patient complaints and addresses them to the concerned Clinic Manager/PRR Coordinator or Supervisor promptly without delay.
• Assists in the orientation of new staff members.
• Facilitates efficient receptionist function by consulting and communicating with all co-workers.
• Maintains complete awareness at all times of all hospital features/services/prices/packages and hours of operations.
• Ensures that the place of work and surrounding area is kept clean and organized at all times.
• Reports equipment failure, safety and security issues, and or/reduction of supply inventory to PRR Supervisor/Coordinator.
• Promotes incident, and customer complaint reporting to improve patient and family care.

Qualifications

• High School Graduate

PROFESSIONAL EXPERIENCE

• Excellent English and Arabic verbal/written communication skills
• Demonstrates computer literacy (in iConnect System) and efficiency
• Demonstrates adequate Medical Terminology
• Exposure to/experience with customer service principles
• Previous cashier experience is preferable