Manager, Business Office

This role is to lead and manage the development and integration of Business Office operations and capabilities to ensure smooth running of Accident & Emergency (A&E) / Discharge & Billing (DISC) / Admission and Outpatient (OPD) / Guarantee Letter (GL) / Daycare with the ultimate goal of providing quality services, accurate information to customers, meeting the customer needs and achieve revenue management goals and objectives.

Core Duties

1. Develop and implement functional and operational policies and procedures that govern the Business Office process, in accordance with company's guidelines and accreditation standards.
2. Participate in discussions to activate department's Standard Operating Procedures, workflows and policies; brief and prepare team members to activate changes in workflow. Provide feedback to review and improve effectiveness of work procedures.
3. Demonstrate efficiency in handling transactional activities and excellent customer service to serve the needs of customers.
4. Represent team members in collaboration efforts with inpatient wards(s) and other multi-disciplinary team members e.g. nursing, radiology, special diagnostics, laboratory, medical records etc., to coordinate the registration process to ensure compliance with third party regulations and company's established policies and procedures.
5. Take lead to work with front line team members and other departments to improve and enhance provision of business office registration and cashiering process while attending to enquiries from customers and patients.
6. Collaborate with supervisory team and participate in staffing activities relating to staff roster/schedule, performance management, disciplinary management and grievance handling. Represent manager and perform secondary level of supervisory responsibilities in managing staffing matters.
7. Collaborate with supervisory team members to maintain acceptable level of queue activities and initiate actions to avoid long waiting time for patients and customers.
8. Execute internal controls for cash collection activities in strict adherence with financial protocols, initiate corrective actions and report non-compliance immediately.
9. Analyze and monitor collection status daily and initiate action to address outstanding collection with self-pay, according to prescribed policies and standard operating procedures and in collaboration with other business office functions.
10. Perform daily or weekly walk-rounds of business office operations.
11. Ensure all policy violations are investigated and corrective action taken.
12. Regularly review all customer feedback and investigation of incidents reported; and initiate appropriate action timely.
13. Carry out efficient and effective administration of self-pay account under A&E, Admission and outpatient.
14. Lead collectors to follow up thoroughly on self-pay outstanding cases under A&E and outpatient.

Qualification & Requirements

1. Bachelor's Degree in any discipline.
2. Minimum 5-6 years of relevant working experience at managerial to senior managerial level of a medium to large-sized organization, preferably with experience in Front Office Operations, Customer Service or Operations/Services in healthcare or hospitality industry.
3. Skills: Excellent communication, people management, leadership, analytical, proactive, aggressive and self-initiative.
4. Ability to thrive in a fast-paced and result-oriented environment.