Patient Services Coordinator, Credit Control, Finance Division at Aga Khan University Hospital

Job Purpose

To ensure proper, accurate and timely management of financial risks associated with hospitalized Patients (cash and third-party payers) until discharge.

Key Responsibilities

•  Enhance a positive atmosphere and corporate image by providing outstanding customer services to patients, clients, the public and AKU staff and ensure inquiries to the department are addressed promptly.
•  Access system to verify and confirm credit services that are applicable to corporate employees as per the account entitlement details.
•  Check and verify patient data in the system and bill the correct patient for the right services and collect the right amount of payment for those services.
•  Adhere to corporate client’s policies and procedures for credit facilities when billing patients.
•  Facilitate receipting of bill settlements by banker’s cheques, direct bank deposits, daily banking of the cash/cheques collected.
•  Maintain fee for service books and tally sheet in combination with posting fees to the system.
•  Prepare Local Purchase Orders (LPOs) for outside procedures ordered by physicians.
•  Daily update of folio on all cases to ensure proper capture of financial information and support documents.
•  Organize and facilitate patient transfers out of AKUH due to financial grounds in liaison with necessary departments and prepare vouchers for ambulance charges for patient transfers.
•  Maintain all round knowledge of cases in the unit by following up daily on outstanding balances for self- paying patients and monitor corporate account limits for credit patients and maintain credit balance at any particular time.
•  Follow up of medical reports from attending doctors as and when corporate care managers request.
•  Maintain a close working relationship with corporate care managers to ensure smooth management of inpatient bills.
•  Collect relevant data for logging and collaborating with the client relations office and take immediate corrective actions with the assistance of the concerned departments. Forward the same to the relevant departmental managers for review and closure.
•  Collect and process NHIF claims and complete these documents by the end of the shift.
•  Audit, generate and print all-inclusive final bills with no errors.
•  Deliver final discharge documents (Final bills, NHIF claims and comment sheets) to the collection point in readiness for debtors’ department pick up. Keep no pending document at the end of the shift.
•  Generate private doctors’ bills and hand them over to debtors department together with the hospital bill.
•  Vet the appropriate documents of secured accounts and where necessary liaise with relevant department supervisors/managers for any clarification. Secure and file documents per departmental guidelines.
•  Work with other members of the department as a team to process patients’ admissions and discharges to ensure efficient service, reduced queuing and wait time for patients and clients seeking services.
•  Collect relevant data for logging and collaborating with the client’s relations office and take immediate corrective actions.
•  Facilitate quick closure of complaints through prompt response and resolution.
•  Vet, secure and file documents per departmental guidelines.
•  Pre-register and book patients requiring admissions.

Academic Qualifications

•  A minimum of a Diploma in Business Administration/Credit Management, Public Relations, Front Office Service or equivalent
•  CPA Part II.  
•  A minimum of 6 months’ experience in a busy Credit Control environment preferably in a hospital setting.
•  Experience in Financial Counselling is desirable.
•  The candidate should be proficient in working with computers, handling, counting, and recording cash transactions.
•  S/he should be a culture-sensitive individual with excellent customer service, problem-solving, and interpersonal and communication skills.
•  Good interpersonal skills/ability to work in a team.
•  Excellent customer service skills in person and on phone with good communication skills
•  Ability to work under pressure and meet deadlines.
•  Good problem solving and analytical skills.