Client Services and Health Records Officer at Halisi Family Hospital

Role Summary

The role holder ensures client satisfaction by coordinating and facilitating a smooth admission and discharge process, handling medical billing and claims processing.

Key Duties and Responsibilities

• Accurately register patient details into the hospital systems ensuring proper documentation and data quality.
• Receive admission patients by confirming pre-admission information including hospital admission and discharge procedures, room selection, available facilities, visiting hours, hospital regulations/restrictions, and answering service inquiries.
• Create, store and retrieve patient files (including electronic files) while maintaining confidentiality.
• Establish payment arrangements with patients and/or health insurance companies by screening insurance information and obtaining pre-admission approvals.
• Analyze bills and medical documentation of admitted and medically discharged patients for accuracy and completion.
• Coordinate with all departments for proper billing and health records of patients.
• Prepare interim/final invoices and engage patients, insurance companies and other third parties on a regular basis to ensure payments are made on time.
• Follow up with patients and/or health insurance companies when payment lapses occur.
• Receive payments by cash, mobile platforms, bank cards etc. as per hospital processes.
• Discharge patients upon payment of the bill and ensure health records are properly filed.
• Analyze all medical claims before submission (physical or electronic) to ensure they meet insurance or corporate contractual requirements for payment.
• Prepare reports and respond to inquiries or concerns regarding billing activities.
• Attend to client concerns and record comments, suggestions and enquiries raised in various platforms to improve customer service.
• Prepare and timely submit dynamic progress reports, including reliable medical statistics, health information to the Supervisor.
• Serve and protect the hospital’s image by adhering to professional standards, hospital policies and procedures.
• Perform any other duties as may be assigned by the Supervisor from time to time.

Competencies Required

• Excellent customer service skills, empathetic to patients of all ages.
• Effective communication skills – listening, oral and written.
• Highly ethical, has integrity and observes confidentiality.
• Attention to detail.
• Confident, persistent and assertive.
• Ability to multi-task, work under pressure and with minimum supervision.
• Highly organized with good time management skills.
• Strong problem solving, conflict resolution and sound judgement skills.
• A team player with good people management skills.
• Business awareness and a good knowledge of current industry trends.

Requirements

• Diploma in Health Records and Information Technology or Degree in Health Records and Information Management.
• Diploma / Degree in Business Administration, Commerce or Accounting or their equivalent CPA Part IV Certification from a recognized institution is an added advantage.
• Must be registered and licensed by the Association of Medical Records Officers (Kenya).
• Knowledge of medical terminology, medical insurance billing and medical documentation evaluation.
• At least two (2) years’ experience in a similar position, preferably in a busy urban hospital setting.
• Good working knowledge on MS Office Suite (Excel, Word, PowerPoint and Outlook) and Internet.