Current Opportunities at Luton Hospital

Key Responsibilities:
Billing and Invoicing:

• Prepare and process invoices for all hospital services, including outpatient, inpatient, pharmacy, laboratory, theatre, and diagnostic services.
• Ensure that all services provided are accurately recorded and billed.
• Generate patient bills and ensure prompt invoicing in accordance with hospital policies.

Insurance Claims Processing:

• Verify patient insurance information and coverage prior to billing. Prepare and submit claims to insurance companies, including NHIF (National Hospital Insurance Fund) and private insurance providers.
• Follow up on unpaid or rejected claims and resubmit claims as necessary.

Patient Account Management:

• Maintain accurate and up-to-date records of patient accounts, including charges, payments, and outstanding balances. Track and reconcile daily billing transactions with hospital records.
• Work with the credit control department to follow up on overdue accounts and initiate collection procedures.

Billing Inquiries and Dispute Resolution:

• Address patient inquiries and concerns regarding billing statements, charges, and payments.
• Assist patients with insurance claims and provide clear explanations of their bills.
• Investigate and resolve billing discrepancies in collaboration with the finance department and clinical teams.

NHIF and Insurance Compliance:

• Ensure compliance with NHIF processes for inpatient and outpatient services.
• Maintain knowledge of insurance policies and provider agreements for accurate billing.
• Ensure accurate billing for NHIF and private insurance claims.

Data Entry and Record Keeping:

• Input billing information into the hospital's billing system, ensuring accuracy and completeness.
• Maintain organized and confidential patient billing records, in line with hospital policies and data protection regulations. Generate regular reports on billing activities, collections, and outstanding balances for management review.

Collaboration with Departments:

• Collaborate with admissions, finance, pharmacy, and clinical departments to ensure accurate billing of services. Coordinate with the finance team for payment allocation and reconciliations.

Revenue Assurance:

• Monitor the hospital's revenue collection processes and recommend improvements to enhance efficiency.
• Ensure that all services provided are billed correctly to minimize revenue leakage.

Qualifications:
Education

• Diploma in Accounting, Finance, Business Administration, or a related field.
• Certification in medical billing or health information management is an added advantage.

Experience

•  At least 2-3 years of experience in a hospital or healthcare billing environment.
• Experience with NHIF and insurance billing processes in Kenya is required.

Knowledge

• Knowledge of billing, hospital revenue cycles, and insurance claims in Kenya.
• Understanding of Kenyan healthcare tax regulations.

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Key Responsibilities:
Internal Audits:

• Conduct audits across departments (finance, procurement, billing, claims, patient services)
• Evaluate internal controls and risk management
• Develop and revise internal policies for better control and accountability

Process Improvement:

• Collaborate on improving operational efficiency and cost-effectiveness
• Recommend ways to optimize resources and streamline

Asset and Inventory Management:

• Audit hospital assets (medical equipment, vehicles, Luton real estate) for proper use
• Monitor inventory control for pharmaceuticals, supplies, and consumables

Fraud Detection and Prevention:

• Identify and investigate potential fraud, waste, or abuse 
• Recommend and implement fraud prevention controls

Staff Training and Capacity Building:

• Educate staff on internal controls, compliance, and fraud prevention
• Support a strong internal control culture within the hospital
• Audit financial statements, operations, and asset management Qualifications: for compliance,
• Risk Assessment and Management: Identify financial and operational risks Recommend risk mitigation strategies
• Monitor corrective actions and risk management plans

Compliance Reviews:

• Ensure compliance with Kenyan laws, NHIF, insurance schemes, and healthcare standards
• Review adherence to hospital policies, accounting standards, and ethics

Audit Reporting:

• Prepare audit reports with findings and recommendations Present reports to senior management and stakeholders Provide updates on audit activities to the CFO or Audit Committee

Financial Oversight:

• Evaluate financial performance (revenue, budgeting, cash flow, expenditure control)
• Audit revenue streams (outpatient, inpatient, pharmacy, lab, theatre, diagnostics)
• Audit insurance claims for accuracy and timely submission

Education

• Bachelor's degree in Accounting, Finance, Business Administration, or a related field
• Certified Public Accountant (CPA-K) or Certified Internal Auditor (CIA) qualification is required
• Additional certification in risk management, healthcare finance, or forensic auditing is an added advantage

Experience

• Minimum of 3-5 years of experience in internal auditing, preferably in the healthcare or hospital sector
• Knowledge of Kenyan healthcare regulations, including NHIF billing and claims processes, is an added advantage

Knowledge

• Familiarity with international accounting standards, tax regula- tions, and healthcare finance in Kenya
• Understanding of hospital operations, risk management, and the regulatory environment

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We are currently hiring for the above position: Address patients in a culturally sensitive manner, considering Cultural Sensitivity:
Key Responsibilities:
Customer Support:

• Respond to incoming calls in a professional, courteous manner. Provide accurate information about hospital services, specialties, and doctors' availability.
• Assist patients with inquiries related to admissions, billing, outpatient services, laboratory, pharmacy, and emergency services.

Appointment Management:

• Schedule, reschedule, and cancel patient appointments as required.
• Confirm and remind patients of their upcoming appointments. Ensure all appointments are logged accurately in the hospital's system and confirm patient details.

Handling Complaints and Inquiries:

• Listen to patient complaints and address them or escalate as needed.
• Assist callers by directing them to appropriate hospital departments or personnel.
• Report recurring issues or major complaints to the Call Center Supervisor for further action.

Communication and Coordination:

• Coordinate with hospital departments (e.g., pharmacy, laboratory, and billing) to facilitate patient needs.
• Relay accurate messages between doctors, nurses, and patients. Handle emergency calls and ensure timely routing to the appropriate personnel or department.
• Kenya's diverse ethnic and linguistic backgrounds.
• Provide services in English and Kiswahili, and where necessary, local languages.

Follow-ups:

• Conduct follow-up calls to patients for appointment HOSPITAL confirmations, reminders, or satisfaction surveys.
• Provide information regarding test results and further medical instructions when directed by the medical team.

Record Keeping and Reporting:

• Maintain accurate call logs and patient records.
• Document all customer interactions, feedback, and complaints. Generate reports on call volumes, issues raised, and service delivery for review by management

Health Insurance Assistance:

• Guide patients through NHIF (National Hospital Insurance Fund) and other insurance-related queries.
• Provide support on insurance coverage and approval processes, especially for inpatient and outpatient services.

Qualifications:
Education

• Degree or Diploma in customer service, communications.

Experience

• Previous experience in a call center or customer service role, preferably within a healthcare or hospital setting.

Knowledge

• Fluency in both English and Kiswahili is required; proficiency in a local language is a plus.

Working Conditions:

• Must be willing to work in shifts, including weekends and public holidays, as the call center operates 24/7.

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Key Responsibilities:
Customer Support:

• Handle customer inquiries via phone, email, or in person. 
• Provide accurate information regarding products, services, and company policies.
• Manage the client experience roles such as bookings, scheduling. Bachelor's degree in Business Administration, Marketing, and sending of customer reminders
• Call center management
• Manage the hospital call center.

Relationship Management:

• Build and maintain long-term relationships with key customers. Identify opportunities to enhance customer satisfaction and retention.
• Conduct regular follow-ups with customers to gather feedback and assess service levels.

Issue Resolution:

• Address customer complaints, concerns, and feedback promptly.
• Collaborate with relevant departments to resolve issues and prevent recurrence.
• Document and track customer interactions, issues, and resolutions in as required.

Feedback Analysis:

• Collect and analyze customer feedback to identify trends and areas for improvement.
• Provide actionable insights to management for enhancing customer experience.
• Participate in the development of customer service policies and procedures.

Product/Service Promotion:

• Educate customers about new products or services that meet their needs.
• Upsell and cross-sell products or services to existing customers where appropriate.
• Offer regular trainings to the customer experience team on upselling the hospital products at the front office.

Reporting:

• Prepare and present regular reports on customer interactions, complaints, and resolutions to management.
• Monitor and report on customer satisfaction levels and suggest improvements

Leadership and Team Collaboration:

• Resolve customer complaints in a timely and efficient manner, ensuring satisfaction.
• Work closely with sales, marketing, and product development teams to align customer relations strategies with business goals. Train and mentor junior staff on customer relations best practices.
• Represent the company in customer experience events externally

Qualifications:
Education

• Bachelors degree in Business Administration, Marketing, Communications, or a related field.

Experience

• 2-4 years of experience in customer service, sales, or a related role.

Skills:

• Strong communication and interpersonal skills. Problem-solving abilities and a customer-focused mindset. Proficiency in CRM software and Microsoft Office Suite. Ability to handle difficult customers and resolve conflicts.
• Excellent organizational skills and attention to detail.

Personal Attributes:

• Patience, empathy, and a positive attitude.
• Ability to work independently and as part of a team.
• Proactive, adaptable, and able to thrive in a fast-paced environment.