Patient Service Supervisor, Patient Services Department at Aga Khan University Hospital

Job Purpose:

Supervise daily operations of all patients’ services staff to ensure efficient service through excellent customer service and optimum revenue collection at all points in line with organizational service standards, goals and objectives.

Key Responsibilities:

• To ensure excellent customer service by resolving Patients complaints in real time; ensure time-tracking is done as well as overseeing and confirming complete patient documentation during visits.  Resolve any client issues that have been escalated.
• Analyze complaints and suggestions and take corrective and preventive action.
• To ensure all services are captured in the system as per the laid down protocols as well as ensuring corporate and administrative guidelines are adhered to, including providing oversight to completion of corporate/insurance claim forms.
• To ensure cash collections are properly accounted for as per hospital policy, refunds and cancellations are done on time.  Any shortages should be addressed at the end of the shift including preparation of reconciliation reports.
• Coordination of finance operations:  take charge and ensure there are no gaps in finance operations at all times.
• Preparation of duty rota for staff to provide adequate coverage in all shifts including leave cover.
• Ensure invoices/letters of undertaking are received in the debtors’ department in good time.
• Review all admissions documentation to make sure they are in order i.e. National Hospital Insurance Fund (NHIF), Smart Card Application and pre-authorizations.
• To ensure adequate supplies of consumables, required forms, stationery at all times.
• Monitor staff performance on a continuous basis as well as annually against the set KPIs.
• Ensure continued quality improvement in the department by reviewing relevant departmental policies and procedures in line with ISO and JCIA Standards.  Educate staff to ensure adherence to the set standards and procedures.
• Any other duties may be assigned from time to time.

Qualifications and skills required:

• Bachelors’ degree in business management or Equivalent  
• At least 2 years work experience in a similar role and preferably in the hospitality industry
• Excellent Customer Service & people skills
• Ability to multi-task & detail oriented
• Good communication & interpersonal skills
• Attention to detail and good problem-solving skills.
• Culture sensitive individual
• Good planner & results oriented
• High integrity.