Patient Relations Executive

Full Time

Al Futtaim Private Company LLC

Established in the 1930s as a trading business, Al-Futtaim Group today is one of the most diversified and progressive, privately held regional businesses headquartered in Dubai, United Arab Emirates. Structured into five operating divisions; automotive, financial services, real estate, retail and healthcare; employing more than 35,000 employees across more than 20 countries in the Middle East, Asia and Africa, Al-Futtaim Group partners with over 200 of the world's most admired and innovative brands. Al-Futtaim Group’s entrepreneurship and relentless customer focus enables the organization to continue to grow and expand; responding to the changing needs of our customers within the societies in which we operate.

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

Job Responsibility:
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/ procedures.
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.

Medical Invoicing:
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
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

Customer Service:
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/ 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.
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.

Cash Handling:
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 to ensure that amounts are correct and notifies 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
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, and refunds are entered in the system
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.
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

Required Skills:
Medical Invoicing
Cash Handling
Customer relations
Have knowledge to undertake the below mentioned multidisciplinary tasks;
Medical Insurance Coding

Behavioral Competencies:
Strong operational thinking skills
Critical Thinking
Conflict Management
Ability to read fine print at times.
Customer service skills to include; diplomacy, patience, problem solving with a range of clientele
Excellent presentation and analytical skills
Exceptional written and oral communication skills
Good decision making skills
What equips you for the role
Fluency in English (speak, read and write).
Arabic speaking skills will be an added advantage.
Excellent Computer Literacy skills is required.
Minimum 2 experience in a similar role.
Graduate Degree in any stream.
Experience in all or any area of Insurance, Cash Handling, Customer Service & Invoicing.

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