Patient Relations Executive I Al Futtaim Health

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.
By upholding our values of respect, excellence, collaboration and integrity;
Al-Futtaim Group continues to enrich the lives and aspirations of our
customers each and every day

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 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/ procedures.

Medical Invoicing:
* 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/ 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 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.

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 Qualifications and Knowledge:
* 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.

Minimum Experience:
Minimum ‎2 experience in a similar role.

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. "