Job description
Is responsible for managing patient billing, coordinating appointments, providing exceptional customer service, handling patient queries, supporting wellness program administration, and ensuring a smooth patient experience from registration to billing and follow-up.
Key Roles and Responsibilities
1. Patient Registration and Front Desk Operations
- Welcome patients and visitors in a professional and courteous manner.
- Register new patients and update existing patient information accurately.
- Verify patient demographics, insurance details, and required documentation.
- Manage patient check-in and check-out processes.
- Maintain patient confidentiality in accordance with hospital policies.
2. Billing and Cash Management
- Generate accurate bills for consultations, diagnostics, wellness packages, procedures, and pharmacy services (if applicable).
- Collect payments through cash, cards, online payment platforms, and corporate billing.
- Process refunds, discounts, and package adjustments as per hospital policy.
- Prepare daily cash collections and reconcile transactions.
- Coordinate with the Finance Department for billing discrepancies and settlements.
- Ensure compliance with billing policies, taxation, and financial procedures.
3. Wellness Package Coordination
- Explain available wellness packages, preventive health check-ups, and promotional offers.
- Assist patients in selecting appropriate wellness programs based on hospital guidelines.
- Schedule appointments for package components, including consultations and diagnostic tests.
- Track package utilization and validity.
- Coordinate renewals and follow-up services.
4. Appointment Management
- Schedule, reschedule, and confirm appointments with consultants and diagnostic departments.
- Coordinate patient flow to minimize waiting times.
- Maintain appointment calendars and optimize clinic schedules.
- Send appointment reminders through phone calls, SMS, email, or messaging platforms.
5. Patient Relationship Management
- Build positive relationships with patients through courteous and empathetic communication.
- Address patient inquiries regarding services, billing, appointments, and wellness programs.
- Handle complaints professionally and escalate unresolved issues to the appropriate authority.
- Ensure high patient satisfaction by providing timely assistance.
- Collect patient feedback and support quality improvement initiatives.
6. Coordination with Clinical and Support Departments
- Liaise with physicians, nurses, laboratory, radiology, pharmacy, and other departments for seamless patient care.
- Ensure timely completion of wellness check-ups and investigations.
- Coordinate with insurance and corporate desk personnel for approvals where applicable.
- Facilitate communication between patients and healthcare providers.
7. Documentation and Record Management
- Maintain accurate billing records and patient files.
- Update electronic medical records (EMR/HIS) and billing systems.
- Generate daily, weekly, and monthly reports on billing, appointments, and patient volumes.
- Maintain records of wellness package enrollments and renewals.
8. Customer Service Excellence
- Maintain a patient-centric approach at all times.
- Provide clear information regarding hospital policies, billing procedures, and wellness services.
- Ensure prompt response to telephone calls, emails, and online inquiries.
- Promote hospital services professionally without compromising ethical standards.
9. Quality and Compliance
- Adhere to hospital policies, standard operating procedures (SOPs), and accreditation standards (NABH/JCI, where applicable).
- Ensure compliance with patient privacy and data protection regulations.
- Participate in quality improvement activities and departmental audits.
- Report billing errors, service delays, or operational issues to supervisors.
10. Administrative Responsibilities
- Maintain adequate stock of registration forms, receipts, and office supplies.
- Assist in preparing departmental reports and performance metrics.
- Support health camps, corporate wellness events, and promotional activities.
- Perform additional duties assigned by the Clinic Manager or Hospital Administration.
Key Performance Indicators (KPIs)
- Billing accuracy and error rate.
- Daily revenue collection and reconciliation.
- Patient satisfaction scores.
- Appointment scheduling efficiency.
- Average patient waiting time.
- Number of billing discrepancies resolved.
- Wellness package conversion and renewal rates.
- Patient complaint resolution turnaround time.
- Compliance with documentation standards.
- Front desk service quality.
Required Skills
- Excellent verbal and written communication.
- Strong customer service and interpersonal skills.
- Knowledge of hospital billing systems (HIS/EMR).
- Basic accounting and cash handling.
- Computer proficiency (MS Office, Excel, billing software).
- Organizational and multitasking abilities.
- Attention to detail and accuracy.
- Problem-solving and conflict-resolution skills.
- Time management and teamwork.
- Professional appearance and demeanor.
Educational Qualification
- Bachelor's degree in Commerce, Business Administration, Healthcare Management, Hospital Administration, or a related field.
- Certification in Medical Billing, Hospital Administration, or Customer Relationship Management is desirable.
Experience
- 3–6 years of experience in hospital billing, front office, patient relations, or wellness clinic operations.
- Experience in a corporate hospital or multispecialty healthcare setting is preferred.
Reporting To
- Clinic Manager / Wellness Centre Manager / Front Office Manager / Hospital Administration (as per organizational structure).
Working Relationships
- Consultants and Physicians
- Nursing Department
- Laboratory
- Radiology
- Pharmacy
- Finance and Accounts
- Insurance/TPA Desk
- Corporate Relations Team
- Hospital Administration
Core Competencies
- Patient-focused service
- Integrity and confidentiality
- Accountability
- Professional communication
- Collaboration
- Adaptability
- Accuracy and attention to detail
- Service excellence
Note* Candidate should remain flexible to work in all Rotational Shifts including Split Shifts.
Candidates can also WhatsApp their Resume to +96891201610.
When you send your Resume through Email, please super scribe as "Application for the post of Billing cum Patient Relations Coordinator - at Aster Al Raffah Hospital - Sohar, Oman"
Pay: RO350.000 - RO550.000 per month
Ability to commute/relocate:
- ?u??r: Reliably commute or planning to relocate before starting work (Required)
Education:
Experience:
- relevant Hospital: 3 years (Required)
Language:
- Hindi, English, Tamil, Malayalam, Kannada, Telugu, Marathi (Required)
Location: