The Pool Patient Services Coordinator, Outreach Pool & Locum at Aga Khan University Hospital is responsible for ensuring the efficient and compliant execution of front office operations, providing exceptional service to patients and staff, and managing essential administrative and financial tasks within the clinical setting. This role supports both regular operations and coverage needs (Outreach Pool & Locum).
Responsibilities:
- Provide outstanding customer services to patients, the public, and AKU staff, ensuring inquiries and complaints are addressed expeditiously.
- Consistently provide full coverage at the front desk by clocking in and out using the HR time management software.
- Apply all functional computer applications to process daily front office transactions at compliance level standards within 30 days of introduction.
- As a patient services coordinator, maintain a manual invoice and receipt process in the event of a computer system malfunction, and upon resumption, update data and records in the computer system.
- Coordinate Maternity booking for delivery packages, Main hospital admission of patients, and Pre-Authorizations.
- Ensure patients are registered accurately, following two patient identifiers (AK number and patient full names).
- Be aware of the down time and data protection procedure in the event of a system failure.
- Account for and balance all monies collected from patients on a daily basis. Bank the money or hand over the monies to the clinic in charge for safe keeping at the end of a work shift awaiting banking the following day. Adhere to the Zero Tolerance Policy regarding cash handling.
- Look in the computer system to verify and confirm credit services applicable to corporate employees as per the account entitlement details.
- Ensure Pre-Authorizations are duly completed by the Physician and sent to corporations for approval within 24 hours.
- Liaise with the clinic in charge, manager, and patient’s insurance company regarding any uncertain approval of such cases.
- Check and verify patient data in the computer system, bill the correct patient for the right services, and collect the right amount of payment.
- Verify that all benefits for corporate employees are billed as per SMART CARD entitlement.
- Ensure patient biometric registration is completed.
- Assist other patient services staff when the need arises to foster overall efficiency of the department and deliver timely patient care.
- Creation, storage, retrieval, and general maintenance of patients’ records.
- Answer both internal and external phone calls promptly and respond appropriately. Communicate messages promptly and accurately to concerned persons to help maintain the smooth organization of patient care.
- Reconfirm/Update contact numbers of patients. Ensure realistic appointments are booked and rescheduling is done on a timely basis. Rescheduling of appointments by the physicians must be communicated to the patients on time by the staff at the consulting clinics.
- Complete any other duties that may be required by the supervisor or manager.
Requirements:
- Diploma in Medical records.
- 2 years working in a busy front office, preferably in a service oriented industry.
- Proficient in computers.
- Proficient in handling, counting and recording cash & cash transactions.
