Receptionist at Avenue Healthcare

Job Objective/ Purpose:

Manage the reception professionally at all times and ensure that all visitors, patients and clients are accorded timely, professional and compassionate service, ensure timely patient admission, registration, eligibility verification, benefits verification and payer authorisation processes, facilitating timely access to clinically appropriate care while protecting patient identification and confidentiality.

Key Responsibilities:

• Welcome, register and admit patients accurately in the HIS, verifying identity and preventing duplicate records.
• Verify eligibility and benefits (limits, exclusions, co-payments) before admission or planned services, and classify patient categories as appropriate.
• Identify services requiring preauthorization and submit complete, clinically supported requests on time.
• Ensure that all incoming telephone calls are directed or transferred to the respective departments/ offices.
• Communicate payer decisions to clinicians and explain authorization requirements, co-payments and exclusions to patients with empathy.
• Ensure client satisfaction through quality of service, communication, feedback, escalation and caring attitude, and demonstrate follow-up.
• Ensure that Avenue Healthcare corporate governance policies are adhered to, including preventing, detecting, and reporting any fraud or criminal activities, and Implementing audit recommendations.
• Ensure adequate knowledge of, and compliance to all Avenue Healthcare policies, procedures, and systems, especially policies pertaining to the provision of medical services and finance.
• Any other duty as assigned by the supervisor.

Person Specification

• Diploma or Bachelor's degree in Healthcare Administration, Health Records & Information Management, Business Administration, or a related discipline
• Minimum 2 years’ experience in a similar role, preferably in hospital front desk, medical claims, patient access, authorization or a related environment.
• Good computer literacy, including Microsoft Office and healthcare information systems.
• Experience working with medical insurers and/or government healthcare payors is added advantage.
• Ability to work under pressure while maintaining accuracy and confidentiality.
• Strong interpersonal skills, team playing abilities, and communication skills.
• Highly responsive, ethical and responsible