The Patient Administrator will enhance patient experience, operational efficiencies and be responsible for data capturing. The administrator will be responsible for all aspects of patient administration–appointment, medical aid communication, authorisation, and general administrative tasks. Brilliant communication skills, patient centricity and proficiency in both English and Afrikaans is essential for this role. This is a fast-paced role and the ability to perform well under pressure is a must. This team member will have an obligation to clearly communicate with patients, assist the practice in identifying financial and reputational risk at the frontline. The Patient Administrator will have a strong focus on capturing patient information accurately and concisely. This team member will be required to work with integrated systems and software across functions. GoodX proficiency is advantageous but not a requirement.
Key Responsibilities:
General reception
Maintain a well-run, professional and patient focused admission environment.
Manage the accuracy of the admission process and the prevention of potential risk factors.
Synergy and teamwork–working closely with the team
Assist patients to accurately complete appropriate forms and documents for the required information.
Compiling, quality checking and processing of daily billing.
Ensure invoices are done as close as possible to real time processing, and with the applicable supporting documentation.
Check if patient has any outstanding previous accounts.
Identify financial risks pro-actively and communicate these.
Collect payments according to protocols and prepare financial registers daily, accountable for receipting functions as per policy.
Manage the risk for the practice by adhering to all related protocols.
Handling money and receipting according to protocol.
Collection of co-payments, private fees when applicable as well as related documentation.
Performing general administration duties.
Ensuring submission of correct accounts to funders via platforms provided.
Manage and correct all rejected claims daily.
Assist in resolving patient complaints according to Best Practices and monitor patient satisfaction in an effort to drive action plans for improvement.
Communicate effectively with key role players in order to enhance quality management.
Identify and rectify non-compliance with business policies and procedures.
Capturing of notes on the system with regards to any of the above is crucial as all parties involved need to know what was done/approved/arranged.
Provide efficient and professional telephone services.
Ensure patient confidentiality at all times in line with protocol & Poppi Act.
Ensure that the reception area is always neat and tidy.
Assist patients with basic account queries and escalate as necessary.
Collect all co-payments and private account balances according to policies and procedures.
Requirements:
Grade 12 or equivalent NQF level 4 qualification.
A National Diploma or Relevant NQF 6 qualification in Administration will be advantageous.
A minimum of 2-4 years Hospital/Healthcare industry experience.
Billing background would be beneficial.
Basic working knowledge of ICD and CPT coding.
Knowledge of Medical Aid rules, limits and processes.
Proven track record and dedication to quality and superior customer service.
Knowledge of Alternative Re-imbursement tariffs essential.
Strong systems knowledge and proficiency in business processes, compliance and governance.
Relevant computer proficiency (Microsoft Office).
Good command of English and Afrikaans, written and oral is essential.
Additional language skills would be advantageous.
Good verbal, written and interpersonal communication skills in English and Afrikaans.
Ability to work well under pressure and to maintain effectiveness during changing conditions.
Ability to work effectively and co-operatively with others by establishing and maintaining good working relationships with co-workers, stakeholders, clients of the company.
Excellent planning, organising and control/up-skills are essential.
Must be customer care oriented.
Must be able to use initiative to overcome day to day operational roadblocks e.g. systems down.
Attention to detail and accuracy.
High level of professionalism.
High level of logical thinking.
Ability to meet deadlines.
Deadline driven.
Resilience.
Engaging diversity.
Influencing.
Drive & energy.
Excellence orientation.
Ethical behavior and honesty.
In the event of any physical or psychological limitation that may impair the employee's ability to perform the required job function, the employee must consult the employer for reasonable accommodation.
Professional flexibility in working hours while supporting daily business hours.
Will interact with internal and external stakeholders through several different means.
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