Patient Relations Executive

Overview of the role

Provide end to end operational support to the patients including but not limited to insurance, appointments & invoicing and general customer service.

What you will do

Medical insurance:

• Responsible for the accurate flow of medical information and patient data between physicians, patients and third-party payers with the use of accurate code to define diagnostics, treatments and procedures and to enter this information into the facility’s database using medical coding protocol to produce a statement or claim.
• Act as a liaison between the facility and payment parties to investigate the claim, verify its information, and update the database in the instance that a claim is denied by the third-party payer.
• Review patient medical records.
• Communicate with medical billing specialists to ensure treatment codes are accurately received.
• Submission of claims.
• Take timely approval of investigations/procedures.

Medical invoicing:

• Invoice the services as per the agreed prices.
• Receive patient treatment codes to use in assembling reimbursement claims.
• Make sure CPT codes are accurate as per service.
• Bill patients for medical services.
• Enter patient information into computer files, and possibly also in paper records.
• Organize, manage, and sort paperwork (including patients’ charts).
• Continue to enter data as patients are subjected to diagnostic tests and receive treatments.
• Prepare and mail billing statements.
• Resolve conflicts regarding payments and reimbursements.
• Investigate and report instances of insurance fraud.
• Provide information and prepare documents for legal inquiries and litigation.
• Ensure the confidentiality of patients’ personal information.
• Perform clerical duties that may include answering the telephone, greeting patients, and sorting mail.

Customer service:

• Provide a high level of customer service to the patients.
• Interact with clients in a professional and personal manner.
• Respond to questions according to regulatory protocols.
• Guide flow of clinic traffic and direct clients to open stations.
• Maintain client schedule at clinics that have pre-scheduled appointment times.
• Assist in accurate and legible documentation of clinic forms.
• Assure every client is signed in and has completed clinic paperwork.
• Check consent/insurance form for completeness and legibility before the client goes to the registered nurse for services.
• Communicate effectively with clients regarding the information that is needed.
• Respond to urgent customer needs in a timely and professional manner.
• Make recommendations and implement process improvements.
• Participate in fostering a safe workplace.
• Participate in employee job safety analysis to eliminate hazards and prevent accidents.

Cash handling:

• Manage up-to-date clinic income records by sending and receiving bank checks and documenting all relevant transactions.
• Receive and reconcile cash, checks or credit card payments and issue receipts as required.
• Handle cash box as needed.
• Accurately make change when needed.
• Responsible for cash box during clinic and transfer money to accounts department at end of clinic for deposit.
• Handle all payments to clinic suppliers and accurately enter daily payment activities (credit, insurance, cash, check, payment for previous visit) into software management system.
• Count and reconcile money in cash drawers at the beginning and end of shifts to ensure that amounts are correct and notify supervisor if any discrepancy is found.
• Transfer income activities to the financial system on a daily basis.
• Create daily, weekly, and monthly reports from clinic financial data.
• Obtain valid authorization for all credit card payments.
• In the event a refund is requested, initiate checking the system for delinquent accounts or outstanding balance, suggest applying payment of refund against outstanding balances before processing any refunds.
• If a refund is necessary, ensure all appropriate documents and signatures are obtained, and refunds are entered in the system.
• Maintain general knowledge of cash handling and controls and comply with cash handling policies and procedures.
• Calculate total amounts received and reconcile with supervisor at the end of each shift before closing cash drawers.
• Liaise and support other members of the multi-disciplinary team and other agencies relating to patient care, maintaining good communication channels.
• Be aware of safeguarding policies, both local and national, and implement such policies should it become necessary.

Required skills to be successful

Have knowledge to undertake the below mentioned multidisciplinary tasks:

• Medical insurance coding
• Medical invoicing
• Cash handling
• Customer relations

Behavioural competencies:

• Excellent presentation and analytical skills
• Exceptional written and oral communication skills
• Good decision making skills
• Strong operational thinking skills
• Critical thinking
• Conflict management
• Ability to read fine print at times
• Multi-tasking
• Customer service skills to include diplomacy, patience, problem solving with a range of clientele

What equips you for the role

• Minimum 2 years experience in a similar role
• Graduate degree in any stream
• Experience in all or any area of insurance, cash handling, customer service & invoicing
• Fluency in English (speak, read and write)
• Arabic speaking skills will be an added advantage
• Excellent computer literacy skills is required

About the team

The role will directly report to Patient Relations Supervisor that supports the non-clinical aspects of the patients in the clinic(s).

About Al-Futtaim Healthcare

We hear your ambition.

For over 90 years, the Al-Futtaim Group has been bringing the world’s leading brands of lifestyle watches, cars, home furnishings and fashion to the UAE. The group has now introduced a whole new way of holistic healthcare through HealthHub Clinics by Al-Futtaim, its multi-speciality chain of more than 20 clinics in Dubai with over 25 specialties offering the right combination of advanced diagnostics, proven medical expertise and specialised services.

What gives our clinics an edge is that as a part of the Al-Futtaim Group, you can expect world-class quality standards, with access to the best medical services and facilities within a healing environment. It’s a new way of healthcare that’s designed to meet a patient’s needs with a complete range of smart healthcare solutions. As testimony to this, only recently, we’ve earned a rare milestone of being the only primary healthcare network in the UAE to receive the Gold Seal by a reputed international body: Accreditation Canada.

As trusted partners to health, we at HealthHub Clinics adopt evidence-based learning that enables us to listen to our patients more carefully. It helps us in treating the cause and not just the symptoms, while applying global best practices to ensure quality of care for every family member. Most of all, we adopt a patient-centric approach to healthcare that is reflected in the promise of our core belief: “We hear you.”