Provides administrative and clerical support to ensure efficient patient flow and unit operations. Coordinates patient admissions, discharges, and insurance approvals; maintains accurate documentation; communicates across departments; and supports both patients and staff with non-clinical needs. Ensures compliance with hospital policies and legal standards while contributing to a patient-centred environment.
Responsibilities
Critical Patient and Insurance Coordination
- Coordinates with insurance providers to obtain necessary approvals.
- Verifies insurance approvals and secures pre-certifications/authorisations for requested services.
- Creates FIN for discharge equipment and collaborates with Unimed/Med Shop and outpatient insurance teams to ensure approval and delivery.
- Liaises with international insurance representatives regarding patient condition and documentation.
- Coordinates with the Insurance/PBS team to obtain transfer approval for rehabilitation services.
Discharge and Admission Processes
- Completes administrative discharges in alignment with RCM and billing protocols.
- Coordinates with Admission and ER teams for direct ward admissions, obtains patient/family consents, and uploads necessary identification.
- Processes inpatient discharges and collaborates with the billing team to secure financial clearance.
- Books appointments and completes referrals for discharged patients.
- Manages all discharge clinic appointments, including rescheduling and follow-ups.
- Creates FIN entries for medication refills.
- Updates daily patient allocations, including labels and assigned medical personnel.
- Updates service accommodation types (e.g., VIP, Normal Room, ICU) in the system and notifies the finance/billing team.
Legal and Documentation Requirements
- Compiles, prepares, and maintains patient medical charts.
- Completes and verifies insurance documentation.
- Reviews and updates general consent and anaesthesia forms.
- Ensures all documentation complies with legal and hospital confidentiality standards.
- Audits admission forms submitted by the Emergency Department.
- Verifies the accuracy of patient information and supporting documentation.
- Coordinates with family members to prepare the Death Notification Certificate and ensures timely physician submission.
Newborn and Birth Registration
- Completes newborn registration and verifies insurance in the hospital system.
- Collects required documents from parents and coordinates with DHA for issuing Birth Notification Certificates.
- Sends delivery reports to the Finance team by 12:00 AM.
- Generates and audits monthly reports of birth notifications submitted to DHA.
Departmental Liaison and Communication
- Acts as a liaison between physicians, nurses, patients, and various hospital departments.
- Relays accurate interdepartmental messages to the nursing team.
- Communicates with the VIP/CEO team regarding special room admissions and staff patients.
- Coordinates with Nursing Supervisors for inter-facility patient transfers.
- Collaborates with the Public Relations and Medical Tourism teams to maintain tour-readiness of common areas.
- Provides process improvement feedback to physicians and floor managers.
Room and Charges Management
- Monitors and updates room classifications (e.g., Short Stay, Day Case).
- Modifies patient room charges in Cerner (e.g., VIP to NRR).
- Inputs physician rounding/consultation fees, Telemetry, Ambulance, Code Blue, and Sick Leave charges.
Technical and Facility Support
- Coordinates with the IT team for PC, printer, and software-related issues.
- Requests maintenance or repairs for unit equipment.
- Orders, monitors, and restocks medical and office supplies for the unit.
Patient and Visitor Interaction
- Greets and courteously assists patients and visitors.
- Provides non-medical information such as directions or hospital services.
- Escorts patients to other departments as needed.
- Provides Arabic/English verbal and written translation services.
- Responds to and resolves patient complaints regarding service or logistics.
Training and Team Support
- Assists in onboarding and training new staff members across units.
- Keeps the unit team informed of updates to hospital policies and procedures.
- Prepares allocation and huddle books for the nursing team.
Supportive and Miscellaneous Tasks
- Answers and directs phone calls appropriately.
- Prepares reports and summaries for staff meetings.
- Sends daily patient details to the cafeteria and gift shop for amenities.
- Requests historical patient files from MRD.
- Updates Bed Statistics for the Nursing Administration Supervisor.
- Collects and relays Press Ganey/Patient feedback.
- Updates Care Partner and Next of Kin information in the system.
- Assists patients in settling dues through PBS and VIP room payments.
- Retrieves medications from the pharmacy after hours when necessary.
Compliance and Confidentiality
- Ensures HIPAA compliance in all patient record handling.
- Monitors adherence to hospital protocols and reports any concerns to supervisors or managers.
Qualifications
PERSONAL EXPERIENCE:
- Excellent English and Arabic verbal/written communication skills.
- Exposure to/experience with customer service principles.
- Knowledge and skills in responding to codes and other emergencies.
- Demonstrates adequate Medical Terminology.
- Demonstrates computer literacy (in Cerner System) and efficiency.
