Assistant, Business Office

GENERAL DESCRIPTION

Responsible for ensuring the smooth day-to-day operations of the Business Office, particularly in documentation, billing, and submission processes. Ensure accuracy, completeness, and timely processing of records, invoices, claims, and reports while maintaining compliance with company policies and supporting effective operational delivery.

JOB DESCRIPTION

 Main Duties/Responsibilities

1)     Patient Registration and Admission

·       Register patients accurately and efficiently for outpatient, inpatient, and emergency services.

·       Verify patient information, identification documents, and insurance/guarantee letters.

·       Process admissions, transfers, and discharges in accordance with hospital procedures.

2)     Customer Service

·       Serve as the first point of contact for patients, visitors, and guests.

·       Respond professionally to inquiries regarding hospital services, appointments, billing, and admissions.

·       Address patient concerns and escalate issues when necessary.

3)     Billing and Payment Collection

·       Prepare and process patient bills accurately.

·       Collect payments and issue official receipts.

·       Assist patients with billing inquiries and payment arrangements.

·       Ensure daily cash collection records are accurate and properly reconciled.

4)     Insurance and Corporate Administration

·       Verify patient insurance eligibility and coverage.

·       Process guarantee letters (GL), panel approvals, and insurance documentation.

·       Liaise with insurance companies, corporate clients, and third-party administrators regarding patient accounts.

5)     Appointment and Scheduling Support

·       Assist patients with appointment bookings, rescheduling, and cancellations.

·       Coordinate with clinics, consultants, and relevant departments to ensure smooth patient flow.

6)     Records Management

·       Maintain accurate and updated patient records in the Hospital Information System (HIS).

·       Ensure all registration and billing documentation is properly filed and archived.

·       Maintain confidentiality of patient information in compliance with hospital policies.

7)     Administrative Support

·       Prepare daily, weekly, and monthly reports as required.

·       Support departmental administrative activities and documentation.

·       Assist in data entry, record verification, and audit preparation.

·       Refund voucher raised and approved by Head, Business Office before refund made with complete documentation, such as copy of IC/ original deposit receipt and copy of slip for credit card.

8)     Compliance and Quality Assurance

·       Adhere to hospital policies, procedures, and service standards.

·       Ensure accuracy of transactions and compliance with regulatory requirements.

·       Participate in quality improvement initiatives and departmental meetings.

9)     Interdepartmental Coordination

·       Collaborate with nursing, medical, finance, and other departments to facilitate seamless patient services.

·       Communicate effectively regarding patient admissions, discharges, and account-related matters.

10)   Documentation & Reporting

·       Perform any other duties assigned by the Head of Services, Business Office Executive or Supervisor,

·       Support departmental projects and initiatives to enhance operational efficiency and patient satisfaction.

·       Ensuring correct transaction is made when receipt issued. Any differences must be highlighted to the Head, Business Office or Supervision.

11)   Other Duties

• Take reasonable care of your own safety and health, as well as that of patients, visitors, contractors, and fellow employees while carrying out assigned duties.

• Comply with all Occupational Safety and Health (OSH) policies, procedures, guidelines, and safe work practices established by the organization.

• Cooperate fully with the employer, supervisors, Safety and Health Committee, and relevant authorities in matters relating to workplace safety and health.

• Properly use, maintain, and wear all personal protective equipment (PPE), uniforms, and safety devices provided by the employer.

• Report unsafe conditions, hazards, incidents, accidents, near misses, and occupational illnesses promptly to the immediate supervisor.

• Participate actively in safety briefings, emergency response drills, safety training, and awareness programs conducted by the organization.

• Ensure the work area is kept clean, orderly, and free from hazards that may pose risks to patients, visitors, and staff.

• Adhere to all instructions, regulations, and measures issued by the employer relating to Occupational Safety and Health.

• Assist in promoting a culture of safety, health, and continuous improvement within the workplace.

• Support investigations relating to workplace incidents, accidents, or safety concerns when required.

• Perform any other duties and responsibilities as required under the Occupational Safety and Health Act 1994, its regulations, and any subsequent amendments or applicable legislation.

• Ensure compliance to Patient Safety Goals as safety improvement measures which have been adopted by KPJ.  

• To maintain proper housekeeping in the services / unit.

• To perform any other duties and responsibilities that may be assigned by the Supervisor, Head of Department, or Management from time to time, in line with the needs and objectives of the organization.

JOB REQUIREMENTS

Education:

Minimum SPM or Certificate or relevant field.

Knowledge and Experiences:

• Possess 0-4 years of experience in healthcare administration, patient registration, customer service, or a related field.

• Experience in handling patient registration processes, including admissions, discharges, transfers, and appointment scheduling.

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Skills & Competencies:

• Knowledge of hospital information systems (HIS), patient management systems, and registration procedures is an added advantage.

• Ability to verify patient records, insurance coverage, and supporting documents accurately and efficiently.

• Strong interpersonal and communication skills with the ability to interact professionally with patients, visitors, doctors, and internal stakeholders.

Special skills required

• Capable of managing multiple tasks in a fast-paced healthcare environment while maintaining accuracy and attention to detail.

• Good problem-solving skills and the ability to handle patient concerns or complaints with professionalism and empathy.

Personal attributes:

• Proficient in Microsoft Office applications, particularly Word, Excel, Outlook, and data entry systems.

• Demonstrate a high level of integrity, confidentiality, and compliance with hospital policies, procedures, and patient privacy requirements.