Job Description

1) GENERAL DESCRIPTION

The Admission Assistant is responsible for managing the patient admission process, ensuring accurate data entry, verifying financial and insurance details, and maintaining compliance with hospital policies. This role requires strong attention to detail, excellent communication skills, and the ability to handle patient inquiries professionally. The Admission Clerk also plays a critical role in financial counseling, outstanding deposit monitoring, and policy compliance.

2) JOB DESCRIPTION

Patient Admission & Registration

• Manage patient admission process efficiently and ensure all required documents are collected.
• Verify patient identity, insurance coverage, and financial arrangements before admission.
• Ensure accurate data entry in the Hospital Information System (HIS) to maintain patient records.
• Coordinate with doctors, nurses, and other departments to ensure a smooth admission process.
• Handle special admission cases such as emergency admissions, VIP patients, and international patients (Health Tourism).

Financial Verification & Counseling

• Verify and obtain insurance eligibility and policy coverage before admission.
• Ensure financial counseling for patients regarding hospital charges, payment plans, and financial aid options.
• Monitor patient billing and outstanding payments to control financial risk.
• Handle top-up deposits and guarantee letter (GL) verification with insurance providers and corporate clients.
• Ensure compliance with financial policies when dealing with patient payment arrangements.

Billing & Documentation

• Ensure compliance with hospital financial policies in verifying deposits and payment requirements.
• Maintain accurate financial records for billing and admission purposes.
• Ensure documentation complies with PDPA regulations to maintain patient confidentiality.

Compliance & Accreditation Standards

• Ensure compliance with ISO 9001:2015, Environmental Act, OHS Act, and hospital accreditation requirements.
• Participate in audits and implement corrective actions for compliance improvements.
• Ensure policies regarding patient rights and family support are followed at all times.
• Ensure adherence to the Baby Friendly Hospital Initiative (BFHI) policy.

Customer Service & Patient Relations

• Provide excellent customer service by assisting patients and families with admission-related inquiries.
• Liaise with doctors, nurses, and external parties to facilitate a smooth patient experience.
• Handle patient complaints professionally and escalate issues when necessary.
• Assist in managing patient flow to reduce waiting times and improve service efficiency.

Operational Support & Team Leadership

• Supervise and support junior admission clerks in their daily duties.
• Ensure the admission counter is always well-staffed and operational.
• Assist in implementing process improvements to enhance efficiency inpatient admissions.
• Monitor and report daily admission activities to the Head of Business Operation.

Decision-Making Authority

• Ensure financial clearance before patient admission.
• Handle escalated patient admission issues and coordinate resolutions with management.
• Approve minor exceptions in the admission process within hospital policies and guidelines.
• Ensure compliance with hospital financial policies when managing patient payments and outstanding bills.

Additional Responsibilities

• Participation in New Services – Actively support the implementation of new hospital services.
• General Duties – Perform any other relevant tasks assigned by the superior.
• Policy & Procedure Compliance – Follow all hospital financial policies, maintaining accurate records when required.
• Corrective Actions – Take prompt action to resolve compliance issues related to hospital standards and audits.
• Audit Performance – Ensure department compliance with internal and external audits.
• Data Protection – Maintain strict confidentiality of patient information, ensuring PDPA compliance.

3) JOB REQUIREMENT

• Minimum SPM or equivalent qualification.
• Preferred Diploma in Business Administration, Healthcare Management, or a related field.
• At least 3 years of experience with in-depth knowledge of hospital admission procedures.
• Experience working with Hospital Information Systems (HIS).

Skills & Competencies:

• Attention to Detail – Ensuring accurate patient registration, billing, and financial records.
• Communication Skills – Effectively interacting with patients, families, doctors, and hospital staff.
• Problem-Solving Skills – Addressing admission issues, insurance concerns, and financial disputes.
• Time Management & Multitasking – Handling multiple admissions efficiently in a fast-paced environment.
• Customer Service Orientation – Providing a positive and professional experience for patients.
• Financial & Insurance Knowledge – Understanding hospital billing, deposits, insurance verification, and guarantee letters.
• Leadership & Teamwork – Supervising junior clerks and collaborating with other departments.
• Ability to Work Under Pressure – Managing workload during peak hours and emergency admissions.
• Proficiency in Microsoft Office – Strong in Excel, Word, PowerPoint, and Outlook.

Performance Metrics & Expected Outcomes:

• Accuracy in patient data entry - 100% error-free admission records
• Timeliness of patient admission process - Reduce waiting times to within hospital KPIs
• Compliance with hospital policies - 100% adherence to regulations and standards
• Financial accuracy - Correct billing with minimal outstanding payments
• Patient satisfaction score - Achieve and maintain high satisfaction ratings
• Insurance verification efficiency - Ensure all insurance cases are verified within 30 minutes
• Response time to patient inquiries - Address all patient concerns within a 10-minute timeframe
• Audit compliance - Pass internal and external audits with minimal corrective actions

Special Skills Required:

• Hospital Information Systems (HIS) Experience – Managing patient records, financial details, and insurance processes.
• Regulatory Compliance Knowledge – Adhering to ISO 9001:2015, PDPA, OHS Act, and BFHI policies.
• Financial Counseling Expertise – Assisting patients with financial planning, top-up deposits, and payment support.
• Insurance & Billing Proficiency – Ensuring proper processing of GLs, insurance approvals, and outstanding payments.

Personal Attributes:

• Professional & Ethical – Handling confidential patient data responsibly.
• Adaptable & Flexible – Willing to work shifts, weekends, and public holidays.
• Empathetic & Patient-Focused – Ensuring patients feel supported and informed.
• Reliable & Responsible – Taking ownership of assigned tasks and maintaining accuracy.
• Team-Oriented – Working effectively with colleagues and healthcare professionals.