Patient Relations Executive Al Futtaim Health

Al Futtaim Group is currently recruiting for a Patient Relations Executive who will be responsible to provide end to end operational support to the patients including but not limited to insurance, appointments & invoicing and general customer service. This is a mid level full time role. For this role the salary ranges from 6000 AED to 15000 AED, which may be slightly negotiatable during the interview.

Duties of Patient Relations Executive

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 a the facility’s database using medical coding protocol to produce a statement or claim.
• To 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.
• Communicating with medical billing specialists to ensure treatment codes are accurately received.
• Submission of claims.
• Taking timely approval of investigations or procedures.

Medical Invoicing As Patient Relations Executive

• Invoicing the services as per the agreed prices.
• Receiving patient treatment codes to use in assembling reimbursement claims.
• Make sure CPT codes are accurate as per service.
• Billing 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

• Provides a high level of customer service to the patients.
• Interacts with client with professional and personal manner.
• Responds to questions according to regulatory protocols.
• Guides flow of clinic traffic and directs clients to open station.
• Maintains client schedule at clinics that have pre-scheduled appointment times.
• Assists in accurate and legible documentation of clinic forms.
• Assures every client is signed in and has completed clinic paperwork.
• Check consent or insurance form for completeness and legibility before the client goes to the Registered Nurse for services.
• Communicates effectively with client regarding the information that is needed.
• Responds to urgent customer needs in a timely and professional manner.
• Makes recommendations and implements process improvements.
• Participates in fostering a safe workplace.
• Participates 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.
• Receives and reconciles cash, checks or credit card for payment and issues receipts as required.
• Handles cash box as needed.
• Accurately makes change when needed.
• Responsible for cash box during clinic and transfers 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.
• Counts and reconciles money in cash drawers at the beginning and end of shifts.
• Transfer income activities to the financial system on a daily basis.
• Create daily, weekly, and monthly reports from clinic financial data.
• Obtains valid authorization for all credit card payments.
• In the event a refund is being requested, initiates checking the system for delinquent accounts or outstanding balance, suggests to apply payment of refund against outstanding balances before processing any refunds.
• If a refund is necessary, ensures all appropriate documents and signatures are obtained.
• Maintains general knowledge of cash handling and controls and complies to cash handling policies and procedures.
• Calculates total amounts received and reconciles 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 safe guarding policies, both local and national, and implement such policies should it become necessary.

Eligibility Requirements for Patient Relations Executive 

• Graduate Degree in any stream.
• Minimum 2 experience in a similar role.

Skills Desired

• 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.
• Fluency in English (speak, read and write).
• Arabic speaking skills will be an added advantage.
• Excellent Computer Literacy skills is required.

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