Collections & Work in Progress (WIP) Officer at Bollard Consulting Limited

We're hiring a Collections & WIP Officer who is responsible for collecting payments from insurance companies, patients, and other hospital payers, maintaining accurate reconciliations and accounting records, and providing timely collection reports. The role ensures compliance with organizational policies, procedures, and ethical standards while safeguarding revenue and enhancing customer experience.

KEY RESPONSIBILITIES

• Collections Responsibilities
• Ensure complete and accurate recording of all financial transactions in the ERP (100% system usage).
• Maintain proper filing and documentation of supporting records.
• Meet and monitor monthly collection targets.
• Compile and update statements of accounts for insurance companies.
• Review bank statements for payments received.
• Perform reconciliations of customer ledgers against ageing reports.
• Resolve billing queries from patients, insurance companies, and colleagues professionally.
• Engage debtors for periodic reconciliations and obtain management sign-offs.
• Submit all collection reports and assigned tasks to the supervisor within deadlines.
• Dispatch claims, negotiate, and follow up on overdue payments.
• Liaise with case management, claims, and billing departments to resolve disputes.
• Collect cheques and remittance advices for online payments.
• Participate in departmental credit control meetings.
• Ensure compliance with legal, policy, and ethical standards in credit activities.
• Attend internal training and monthly performance reviews.
• Prepare collection reports in coordination with the Credit Controller.
• Deliver superior customer service to all internal and external clients.
• Work in Progress (WIP) Responsibilities
• Assist the Credit Controller in managing WIP accounts to ensure timely billing prior to patient discharge.
• Engage patients and next of kin to explain interim bills, final bills, outstanding balances, insurance limits, co-payments, exclusions, and shortfalls.
• Conduct bedside and discharge financial counseling in collaboration with nursing, billing, and case management teams.
• Follow up on pending approvals, deposits, and balance top-ups to minimize delayed discharges and revenue leakage.
• Document all WIP discussions, commitments, and agreements accurately in the ERP.
• Escalate unresolved WIP cases or payment challenges to the Credit Controller.
• Support negotiation and implementation of payment plans for self-paying patients in line with hospital credit policies.
• Participate in daily or weekly WIP review meetings with relevant departments.
• Balance revenue protection with ethical patient care while maintaining professionalism and empathy.
• Perform any other duties assigned by the supervisor in line with the role.

KEY DELIVERABLES

• Achieve optimum collection of all due invoices.
• Meet or exceed monthly collection targets.
• Maintain excellent client relations.
• Deliver superior customer experience.
• Ensure timely reconciliation and resolution of billing disputes.

JOB REQUIREMENTS

Minimum Qualifications:

• CPA Part II or Diploma in Credit Management (Mandatory)
• Bachelor’s degree in Finance, Accounting, or in progress

Experience:

• Minimum 5 years’ experience in collections within a busy hospital (Level 4 or above preferred)