Senior CARE (Business Office Patient Finance) Manager

Senior CARE (Business Office Patient Finance) Manager

The Senior Manager of Customer Affairs, Relationship & Experience (C.A.R.E) provides leadership and direction for the daily operations of the hospital business office. This role is responsible for developing and organizing efficient workflows to ensure a positive patient experience, from registration and admission to insurance processing. The manager ensures hospital billing and collection key performance indicators (KPIs) are achieved, maintains strong relationships with corporate payers, and drives efficiency in the claims process.

The manager is accountable for ensuring that all activities under their supervision comply with hospital standards, adhere to government regulations, and meet the requirements of accreditation bodies. As a senior leader, they are also expected to strategize future departmental plans, budget effectively and contribute to the overall objectives of the division.

The Senior Manager supports the mission, values, and vision of PAH by striving to deliver the highest levels of customer service. They foster a safe, collaborative, and caring work environment within their team and across all departments.

Responsibilities:

1. Define sub-units’ responsibilities (Front Office and Patient Financial Services) and establish key performance indicators (KPIs).
2. Conduct regular training and mentorship programs to ensure consistent performance and skill development.
3. Provide guidance and enforce disciplinary actions when necessary, to maintain standards.
4. Communicate staff responsibilities, role clarity and performance expectations.
5. Set short-term and long-term departmental objectives and measurable outcomes to promote continuous improvement.
6. Develop, document and enforce departmental policies and standard operating procedures (SOPs) to provide clear guidance, ensure compliance and improve operational efficiency.
7. Regularly monitor and measure sub-unit workflows through team leads to maintain performance standards.
8. Create and implement corrective actions to address any identified deficiencies.
9. Strategically allocate resources to achieve departmental goals effectively.
10. Uphold professionalism and embody the mission and values of Penang Adventist Hospital and demonstrate the ‘SHARE’ principles when interacting with peers, patients and visitors.
11. Act as a persuasive yet empathetic negotiator with patients and payers.
12. Lead or participate in inter-departmental projects to support organizational initiatives.
13. Perform other duties as assigned by the superior as required.

Qualifications:

• Bachelor's degree or diploma in a related field.
• A minimum of 8 years of experience in hospital patient financial services, revenue cycle management, or healthcare billing and collections with 3+ years of management or supervisory experience in a healthcare setting.
• Knowledge of healthcare billing practices, insurance claims processing, collections and financial reporting.
• Proficiency with hospital billing software and electronic medical records (EMR) systems.
• Strong leadership, communication, and interpersonal skills.
• Ability to work effectively with stakeholders, including staff, clinical teams, insurance companies and patients.
• Analytical skills to assess financial processes and identify areas for improvement.
• Problem-solving and conflict-resolution skills to address patient financial concerns and operational challenges.

Penang Adventist Hospital is committed to the principles of Equal Employment Opportunity. The hospital is committed to recruit, pay and train applicants & employees without regard to race, color, religion, sex, national origin, ancestry, age and marital status.