Customer Care and Registration Officer at St. Lukes Orthopaedics & Trauma Hospital

Job Purpose

The overall purpose of this job is to ensure registration, invoicing of corporate and cash patients seeking medical services at the hospital in line with in line with established procedures of partners and the hospital.

Key duties and responsibilities

1. Receive, confirm and register patients (corporate, individuals, Insurance schemes) in the system accurately;
2. Queueing and management of patients at the waiting bay and ensuring minimum TAT;
3. Sending pre-authorization requests for both outpatient and inpatient clients to insurances and making follow-ups on approvals;
4. Ensuring timely processing of both cash and corporate patients before admission;
5. Ensuring that cash patients are able to raise bills if not, provide guidance and advise them on possible alternatives for referral;
6. Preparing monthly departmental duty rota;
7. Organizing monthly departmental meetings and ensuring minutes are shared with management for action and planning
8. Ensuring that patients are well directed to the respective service points in a timely manner;
9. Overseeing and ensuring corporate invoices are well accounted for;
10. Preparing monthly reports’
11. Monitoring processes of interim bills and ensuring posting and submission of invoices to credit control and processing of all pending bills;
12. Ensuring that airtime, claim forms and consumable stocks are available for use;
13. Handling and solving complaints and disputes whenever they arise;
14. Responding to external and internal phone calls and ensuring that the callers are satisfied and assisted;
15. Attending HOD meetings;
16. Conducting appraisal of staff annually;
17. Any other responsibility assigned to the jobholder by the supervisor from time to time.

Knowledge, experience and qualifications required

1. Bachelor’s Degree in Customer Care, Marketing, Public Relations or related field
2. Minimum of 4 years’ experience