Hospital Information System
Sarah Okoro
Patient Service Representative
Dubai
Summary
Reliable, organized, and self-motivated Patient Service Administrator with a proven record of an exemplary level of healthcare service delivery to patients. Highly skilled in managing medical insurance procedures, billing, and cash management services, including coordinating admission and discharge of patients and customer service representation. Involved in planning and implementing strategies for developing improved health care management. A proven problem solver and an excellent communicator. Strong organizational skills and a superb understanding of data collection and performance metrics. Recognized for staff development leading to high-performing teams.
Overview
11
11
years of professional experience
5
5
years of post-secondary education
1
1
Certificate
Work History
Patient Administrator
Mediclinic Middle East, Parkview Hospital
10.2020 - Current
- Perform various secretarial and administrative tasks as part of Hospital Care team in over 8 departments and clinics, including obstetrics and gynecology, pediatrics, family medicine, vascular surgery, general surgery, plastic surgery, internal medicine, urology, cardiology, rheumatology, dentistry, neurology, bariatric surgery, psychiatry, and other clinics.
- Drive and monitor personal patient administrative services to ensure compliance with standard company processes, unit SLAs, policies, and procedures
- Accurately process insurance authorization request according to diagnosis and related medical procedures
- Reduced wait times for patients by managing patient flow and coordinating with healthcare providers.
- Maintain patient records as well as handle billing and processing of insurance.
- Improved patient satisfaction by streamlining appointment scheduling processes
- Managed payment collections from patients seamlessly while providing detailed explanations regarding their financial responsibilities
- Conducted comprehensive training sessions for new team members on administrative policies and procedures, contributing to onboarding process''s success rate
- Implemented effective appointment reminder system that decreased no-show rates significantly
- Increased accuracy of billing procedures by thoroughly verifying insurance coverage details before appointments
- Coordinated referral management tasks, resulting in improved access to specialized care for patients
- Create welcoming environment for patients by maintaining clean and organized waiting areas
- Managed insurance claims processing, resulting in timely payments and reduced billing errors.
Patient Service Cashier
Medcare Women and Children Hospital - Al Safa 2
09.2018 - 09.2020
- Welcomed over 150 customers daily and helped determine their needs.
- Collaborate with back-office team to accurately address Insurance queries and respond to all queries and requests for assistance from patients and other visitors
- Perform out-patient and in-patient billing.
- Collection of co-payments and verifying payments from patients with insurance in accordance with billing protocol.
- Maintain a balanced cash drawer, ensuring accurate accounting at the end of each shift
- Inform patients of relevant charges for non-insured services, accept payment, and issue receipts.
- Upholding company’s value by maintaining patient information confidentiality
- Addresses client complaints in a timely and effective manner and provides feedback to the management team on progress.
- Resolved customer complaints professionally, leading to improved customer relations and loyalty
- Built relationships with customers to encourage repeat business
Medical Receptionist
Amina Hospital Al-Quds
07.2016 - 08.2018
- Obtain and process the information required to provide hospital and medical services and register patients using the Hospital Information System.
- Enhanced patient satisfaction by over 25% by efficiently managing the front desk operations and addressing inquiries in a timely manner.
- Apply for both verbal and online insurance approval for all outpatient and inpatient services.
- Provided compassionate customer service, creating a welcoming atmosphere for patients and their families.
- Maintain logs of approved and rejected lab tests and procedures and submit to finance department
- Coordinated patient scheduling, check-in, check-out, and payments for billing.
- Inform patients of the medical procedures and policies of the hospital.
- Responds to all queries, and requests for assistance from patients and other visitors as appropriate
- Schedule hospital admissions, test, scans, and outside appointments for patients
- Monitor daily appointment and ensure flow of patients to and from consulting rooms
- Maintain stock of forms and office supplies.
Front Desk Officer/Receptionist
Folade Hotels - A Division of Divine Fountain Ltd
04.2015 - 03.2016
- Register arriving guests and assign rooms as per bookings.
- Answer over 80 daily incoming and outgoing customer calls promptly and deal with their requests
- Handled and responded to customer service inquiries on account balances, transaction details, statements, fees, and charges
- Resolved customer complaints professionally, maintaining a positive brand image and fostering loyalty among guests.
- Improved guest communication by designing and implementing a comprehensive information package, available at the front desk and in-room directories.
- Assisted management with inventory control of office supplies and amenities for guests'' use throughout their stay.
- Provided training to new front desk staff members on company policies and procedures, improving overall efficiency within the department.
Customer Service Officer
Azeez Abiola & Sons Ltd (Transportation Company)
05.2013 - 02.2015
- Receive and record bookings for vehicle and equipment rentals from individual and commercial customers
- Process account payment by updating accounts, initiating billing and claim payments, and receiving payment for confirmed services
- Responded to customer calls and emails to answer questions about products and services.
- Assisted large volume of customers every day with positive attitude and focus on customer satisfaction
- Maintained high level of product knowledge to effectively assist customers with accurate information and recommendations
- Participated in regular meetings with supervisors to discuss challenges faced during daily operations, identifying opportunities for growth and development
Education
MBA - Healthcare Management
07.2023 - Current
Higher National Diploma - Business Administration
05.2010 - 05.2012
National Diploma - Business Studies
03.2007 - 05.2009
Skills
Electronic Medical Record (EMR)
Certification
Certified Professional Coder – Medical Coding Certification AAPC (in view)
Accomplishments
- Most reliable and accountable billing staff – Amina Hospital, Ajman – UAE
- Awards for participation in JCI accreditation – Amina Hospital, Ajman – UAE
- Awards for participation in JCI accreditation – MEDCARE Women and Children Hospital
Software
Electronic Medical Record
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Timeline
Ascencia Business School - MBA, Healthcare Management
07.2023 - Current
Patient Administrator - Mediclinic Middle East, Parkview Hospital
10.2020 - Current
Patient Service Cashier - Medcare Women and Children Hospital - Al Safa 2
09.2018 - 09.2020
Medical Receptionist - Amina Hospital Al-Quds
07.2016 - 08.2018
Front Desk Officer/Receptionist - Folade Hotels - A Division of Divine Fountain Ltd
04.2015 - 03.2016
Customer Service Officer - Azeez Abiola & Sons Ltd (Transportation Company)
05.2013 - 02.2015
Lagos State Polytechnic - Higher National Diploma, Business Administration
05.2010 - 05.2012
The Polytechnic ILE-IFE - National Diploma, Business Studies
03.2007 - 05.2009
Certified Professional Coder – Medical Coding Certification AAPC (in view)
Volunteer Experience
Sign language Instructor, 01/01/04, 08/01/12, Watch Tower Bible and Tract Society, Lagos, Nigeria, Helping the hearing-impaired ones across a vast territory to learn how to communicate in American Sign Language(ASL), thereby improving their social and spiritual lives.
Volunteer Experience
Sign language Instructor, 01/01/04, 08/01/12, Watch Tower Bible and Tract Society, Lagos, Nigeria, Helping the hearing-impaired ones across a vast territory to learn how to communicate in American Sign Language(ASL), thereby improving their social and spiritual lives.
Volunteer Experience
Sign language Instructor, 01/01/04, 08/01/12, Watch Tower Bible and Tract Society, Lagos, Nigeria, Helping the hearing-impaired ones across a vast territory to learn how to communicate in American Sign Language(ASL), thereby improving their social and spiritual lives.
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