Customer Experience and Billing Officer at M.P. Shah Hospital

Duties & Responsibilities: 

• Enhance patient experience- Act as the voice of the patient by checking and ensuring that the hospital standards provide a positive patient experience e.g. maintaining the reception ambiance, comfort of waiting area, presence of signage to direct patients, relevant patient navigation etc. 
• Queue management – Oversee the management of patients through efficient use of the (QMS) queue management system or alternative process available. Walk around the department regularly to check on patients to avoid unnecessary delays and minimize the turnaround time 
• Handling patient feedback enquires – Handle enquiries & complaints, provide appropriate solutions and escalate the feedback as necessary. Upsell hospital services and ongoing marketing campaigns and prompt patients to give feedback through the available channels. 
• Managing appointments & sending reports – Booking appointments as per clinic schedules, sending reminders, sending of reports, managing walk-in patients and coordinating with the doctors and clinic staff to ensure smooth running of the clinics 
• Patient registration – Maintain the validity and accuracy of the hospital’s records by performing verification checks for patients’ insurance details before registration as per hospital guidelines, confirming that all documents are in order before any final patient discharge procedures and confirming that paper records and digital records tally 
• Billing of services – Maintain and protect the accuracy and reliability of billing operations by ensuring accurate and complete billing of items, monitoring and billing of daily doctor’s fee notes and alt medical procedures for patients and verification of complete records reporting any missing codes to the supervisor for creation immediately. 
• Liaising with insurances & other payers – Ensuring pre-authorization of patients covered under insurance schemes, NHIF and other payers are completed & sent promptly & followed up for approval. 
• Handing over insurance document to dispatch Updating database of suppliers contacts on a monthly basis. 

Qualifications Skills & Experience 

• Diploma in business, communications and or hospitality related course
• Professional qualifications form either CPA or ACCA will be an added advantage 
• Bachelor’s degree in Business administration, marketing or any business related Field is an added advantage 
• IT proficient 

Deadline 26th January 2024.