Senior Assistant, Cashier

Summary

Senior Assistant is responsible for overseeing the daily front office and admission operations, ensuring smooth and efficient patient registration, admission, and billing processes. This role involves supervising staff, ensuring data accuracy, handling financial transactions, maintaining excellent service standards, and upholding hospital policies and confidentiality.

Job Description

1. Staff and Operational Management

• Report to the workstation 15 minutes before the scheduled shift, maintaining high standards of personal appearance, hygiene, and wearing a clean, pressed uniform with name tag.
• Ensure a high level of hygiene and sanitation is maintained across all service areas.
• Prepare and manage the monthly duty roster, ensuring sufficient manpower coverage for all shifts.
• Supervise and guide admission, cashiering, and front office staff to deliver efficient, courteous, and professional service.
• Participate in shift rotations according to the weekly work schedule arranged by the superior.
• Maintain effective and regular communication with other hospital departments to ensure smooth daily operations.

2. Admission and Registration Duties

• Register and admit patients into wards or clinics, ensuring all documentation is completed accurately and terms and conditions are clearly explained during admission.
• Register newborns promptly, ensuring all information is correctly recorded.
• Ensure all admission forms are accurately completed and entered into the Hospital Information System (HIS/BMS) without delay.
• Print admission and registration forms, patient labels, and perform bedside admissions to the correct ward and/or cost centre.
• Obtain copies of patient identification documents (NRIC/passport) for medical record purposes.
• Ensure all required billing documents, including undertaking letters, initial and final guarantee letters, and referral letters, are obtained and in order.

3. Financial and Billing Responsibilities

• Review and verify the Financial Folder to ensure completeness and accuracy of documentation.
• Monitor self-paying patients’ top-up balances and ensure timely payment; for amounts exceeding RM5,000, escalate to the Operations Supervisor for follow-up.
• Perform cashiering duties including charging, billing, payment collection (cash, credit/debit cards), issuance of receipts, and processing of refunds.
• Ensure all cash collections are handled securely and kept in a locked cash drawer at all times.
• Be responsible for cashiering duties until shift closing and maintain strict confidentiality of HIS login credentials.
• Ensure all cash and non-cash collections (credit/debit cards, wire transfer slips, etc.) are deposited into the safe box together with the collection report and Finance copy of original receipts.
• Ensure hospital charges and consultant fees are accurately entered, captured, and billed in the HIS.
• Verify that self-pay bills are accurate and produced promptly for payment and collection.
• Ensure full compliance with insurance and corporate billing requirements.

4. Communication and Customer Service

• Answer all telephone calls and attend to patient enquiries promptly and courteously.
• Handle billing-related enquiries or disputes from patients, next of kin, or relatives professionally, escalating matters to the Executive or Manager when necessary.
• Assist patients who are unable to make payment and coordinate with management for appropriate follow-up actions.

5. Confidentiality and Compliance

• Maintain strict confidentiality of all patient information, hospital documents, and data obtained in the course of duty.
• Ensure compliance with hospital policies, data protection regulations, and ethical standards at all times.

6. Other Duties

• Perform any other duties or responsibilities as assigned by Management or Supervisor from time to time.

Requirements

Education:

• Sijil Pelajaran Malaysia (SPM)

Knowledge and Experiences:

• Minimum 3 years relevant experience in a hospitality environment.
• Excellent interpersonal & communication skills.
• Excellent in both written and verbal (Bahasa Malaysia/English)
• PC Literate- Computer Proficiency

Skills & Competencies:

• Strong communication and interpersonal skills
• Excellent organizational and time management abilities
• Detail-oriented and ability to multitask effectively
• Problem-solving and conflict resolution skills
• Leadership and supervisory experience
• Proficient in office software and technology 

Special skills required

• A self-starter with initiative and the ability to work independently.
• Effectively interacts at all levels.
• Works beyond normal hours in support of projects or other assignments.

Personal attributes

• High level of integrity, honesty, trustworthiness, and ability to maintain confidentiality