Muhammad Imran Riaz

Muhammad Imran Riaz Medical Virtual Assistant | Patient Intake & Financial Coordinator Karachi, Pakistan Summary Healthcare Veteran with 10 years of experience at a JCI-accredited teaching hospital (Aga Khan University Hospital). Specialized in Patient Welfare, Financial Counseling, and Intake Coordination. I bridge the gap between clinical empathy and administrative efficiency. Expert in handling distressed patients, managing billing inquiries, and ensuring HIPAA compliance and transitioning my hospital floor experience to remote support for US-based private practices. Experience Welfare Counselor, The Aga Khan University Hospital, Karachi Financial Screening & Eligibility: Conducted detailed financial intake interviews to assess patient eligibility for medical support, functioning similarly to insurance verification and prior authorisation workflows. Case Management: Managed end-to-end documentation for financial clearance, ensuring 100% compliance with hospital funding policies before treatment approval. Patient Advocacy: Acted as the liaison between the administration and distressed families, explaining financial options with empathy while securing necessary administrative approvals. 07/2021 – Present Karachi Financial Counselor, The Aga Khan University Hospital, Karachi Financial Clearance & Collections: Managed financial clearance for inpatient admissions and discharges, ensuring payment arrangements (self-pay and insurance) were secured prior to service delivery to minimize bad debt. Billing Inquiries & Patient Education: Served as the primary point of contact for billing disputes, explaining complex line-item charges and financial responsibilities to patients to improve collection rates. Financial Reporting: Generated daily and weekly MIS financial reports for management to track revenue trends, outstanding balances, and patient volume accuracy. 11/2018 – 06/2021 Karachi Customer Service Specialist, The Aga Khan University Hospital, Karachi High-Volume Communication: Managed a busy inbound call center (Front Desk equivalent), acting as the first point of contact for patients regarding services, appointments, and general inquiries. Appointment Conversion: Converted general inquiries into confirmed hospital visits (appointments) by building trust and providing accurate service information. Conflict Resolution: Successfully de-escalated complaints from anxious patients using active listening and soft skills to ensure high patient satisfaction scores. 03/2016 – 10/2018 Karachi • • • • • • • • • Education Master of Arts: Major in International Relations and minor in Mass Communication (70 %), University of Karachi, Karachi 2014 – 2015 Karachi Bachelor of Arts: Major in History and minor in Mass Communication (66 %), University of Karachi, Karachi 2012 – 2013 Karachi HSSC Level I. Com.: Commerce & Accounting (66 %), Board of Intermediate Education, Karachi 2010 – 2011 Karachi SSC Level Education: Science (62 %), Board of Secondary Education, Karachi 2007 – 2008 Karachi Skill Highlights Patient Intake & Scheduling Managing calendars, confirming appointments (IP/OP), and handling intake forms. Revenue Cycle Support Insurance verification, billing inquiries, and securing financial clearance. HIPAA Compliance Strict adherence to patient data privacy and confidentiality protocols. Patient Communication De-escalating distressed patients and explaining complex financial options with empathy. Languages English Urdu Punjabi Software Skills DrChrono (Visual Proficiency) Office 365 EHR / EMR Systems Management Google Workspace (Calendar, Drive, Meet) Zoom / Telehealth Platforms