Hospital Information System (HIS)
SHOAIB MAHMOOD
Patient Administrator
Abu Dhabi
Summary
Capable Patient Representative dedicated to providing superior support for patients in need of reliable information regarding insurance coverage, finance options and documentation requirements. Well-versed in scheduling and database management functions for streamlined communication and reduced correspondence backlogs. Excels at identifying client needs and concerns to improve engagement strategies and overall service.
Overview
18
18
years of professional experience
6
6
Certification
4
4
Languages
Work History
Patient Admin
Kings College Hospital Dubai
Hills
12.2018 - 09.2021
- Led patient services such as financial evaluations, insurance verification requests, and account Updates
- Scheduling patient hospital admissions, filing medical reports and insurance forms, pulling patient charts, and completing insurance and other forms
- To ensure that the bills are generated as per the prescribed tariffs and bill mode
- Providing information and educating patients/relatives on the various services including all the package
- Details
- Handling customer queries and grievances
- Preparing IP bills, handling cash, and maintaining records
- Following Cash / Credit / Corporate billing/discount instructions, and ensuring accurate and timely registrations & report movement
- Coordinating with Insurance Companies, HMOs, and Corporate for Approvals
- Proficient in using Citrix
- Directed patients to the appropriate department for attention
- Prioritized patients in emergency
- Scheduled and confirmed future appointments as well as any changes to existing appointments with patients via phone
- Explained clinic policy to patients
- Processed prescription refill messages
- Scheduled patient hospital admissions
- Prepared statistics reports on a daily basis
- Reconciled cash as per doctor’s cash book
- Maintained the reception area and performed other duties as assigned.
Customer Care Representative
LIFECARE HOSPITAL, OF
Abu Dhabi , Abu Dhabi
02.2014 - 03.2018
- Proficient in using System Application &Product(INSTA) software
- Interacted on a daily basis with nursing and clinical caregivers to ensure seamless service delivery for Lifecare patients and visitors
- Collected data, and information and coordinated scheduled patient check-in process for diagnostic sessions or evaluation with thephysicians& Clinical nurses
- Handled patient scheduling for OPD and other ancillary department visits
- Provided transport and mobility service assistance to patients and guests as required
- Handled patients’ requests to analyze and solved queries regarding insurance policies, account information, bill amendments, cancellations, refunds, sick leaves, and discount policies
- Monitored team of 45 staff and prepared duty schedules of Guest Executives, Asst Supervisors and call center staff and ensured backfill and coverage are optimal to meet patient access and operations required during all hours of operations
- Conducted weekly meetings with staff to share and get inputs regarding general issues, customer problems, complaints, and suggestions to improve the quality of service and served as a facilitator to refer complaints of a serious nature to higher management for their review and comments
- Updated& maintained the holiday, absence, and training records of staff
- Facilitated on-boarding of new employees by scheduling training, answering questions, and processing paperwork
- Mentored staff in all office systems, databases, policies, and procedures while focusing on minimizing errors and generating superior results to achieve hospital objectives.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Responded to customer needs through competent customer service and prompt problem-solving.
- Maintained and managed customer files and databases.
- Analyzed customer feedback for process improvements to achieve long-term business objectives.
FRONT-OFFICE SUPERVISOR
PRIME MEDICAL CENTER
02.2011 - 12.2013
- Greeted incoming Patients
- Proficient in using Hospital Information System (HIS) & Hospital Management system(HMS)
- Served as the first-line supervisor for all receptionists
- Handled patient scheduling for OPD and other ancillary department visits
- Monitoredofficeinventory list and ordered supplies as necessary
- Updated &maintained the holiday, absence, and training records of staff
- Facilitated on-boarding of new employees by scheduling training, answering questions, and processing paperwork
- Coachedstaff in all office systems, databases, policies, and procedures and focused on minimizing errors and generating superior results
- Handled customers effectively by identifying needs, quickly gaining trust, approaching complex situations, and resolving to maximize efficiency
- Corresponded with complex patients via phone, fax, email, and in-person to schedule appointments and answer queries
- Cooperated with medical insurance companies and established professional relationships and resolved billing issues
- Initiated and established a transparent reporting system for complaints and suggestions from employees, patients, and families
- Conducted regular meetings with the branch manager to review and discussed complaints, and suggestions necessary to improve the services and quality of the clinic
- Collaborated with the maintenance team and maintained smooth workflow and efficient organization operations
- Prepared statistics reports on a daily basis
- Performed other duties as assigned by the branch manager.
FRONT DESK EXECUTIVE AND CASHIER
New Medical Specialty Hospital NMC, GC
09.2003 - 12.2011
- Greeted incoming patients
- Registered incoming patients following hospital procedures
- Proficient in using Hospital Management System (HMS)
- Directed patients to the appropriate department for attention
- Prioritized patients in emergency
- Scheduled and confirmed future appointments as well as any changes to existing appointments with patients via phone
- Explained clinic policy to patients
- Received and delivered messages, and processed incoming and outgoing correspondence
- Handled calls from hospital labs and the x-ray room
- Processed prescription refill messages
- Scheduled patient hospital admissions
- Filed medical reports and completed insurance forms
- Retrieved patient charts
- Issued receipts and payment vouchers
- Prepared statistics reports on a daily basis
- Reconciled cash as per doctor’s cash book
- Maintained the reception area and performed other duties as assigned.
Education
Bachelor of Business Administration - Marketing
Askari College of Management Sciences
Intermediate Diploma - Commerce
Punjab College of Commerce (PCC)
Skills
Extensive knowledge of medical terminologyundefined
Software
Hospital Management System (HMS)
ACCPAC
Insta
SAP
Certification
JCI Training
Hobbies
Enjoy Cooking, reading books and play Cricket
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Quote
There is a powerful driving force inside every human being that, once unleashed, can make any vision, dream, or desire a reality.
Tony Robbins
Timeline
Patient Admin
Kings College Hospital Dubai
12.2018 - 09.2021
Customer Care Representative
LIFECARE HOSPITAL, OF
02.2014 - 03.2018
FRONT-OFFICE SUPERVISOR
PRIME MEDICAL CENTER
02.2011 - 12.2013
JCI Training
07-2009
FRONT DESK EXECUTIVE AND CASHIER
New Medical Specialty Hospital NMC, GC
09.2003 - 12.2011
Bachelor of Business Administration - Marketing
Askari College of Management Sciences
Intermediate Diploma - Commerce
Punjab College of Commerce (PCC)
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