GENERAL DESCRIPTION

This roleis responsible formanaging end-to-end business office operations across patient registration, admission, billing, cashiering, guarantee letter (GL) processing, and discharge coordination to ensureaccurate, efficient, and compliant service delivery. It involves ensuring that all patient information, financial transactions, and billing processes are handled witha high levelof accuracy, completeness, and accountability in line with hospital policies and standards.

The position plays a critical role inmaintainingfinancial integrity by ensuring proper charge capture,accuratebilling,timelypayment collection, and effective reconciliation of all transactions. It also ensures that all billing documentation is complete andproperly managedto supporttimelyclaim submissions and payment processes from corporate clients, insurance companies, and managed care organizations (MCOs).

In addition, the role requires effective coordination with internal departments, consultants, and external stakeholders tofacilitatesmooth patient admission and discharge processes, including verification ofguaranteeletters and coverage entitlements. The position also supports patient satisfaction by delivering clear communication, responding to inquiries professionally, and ensuring transparency in billing and payment matters.

JOB

Key Responsibilities:

1. Registration & Patient Administration

Register patients accurately in the system (e.g., KCIS/HITS), including personal, billing, and payor details.

Verify patient identity and ensurecompletenessof registrationdocuments.

Update patient information promptly in coordination with Medical Records (HIMS).

2. Admission Function

Facilitate patient admission and prepare all required documents.

Collect initial deposits and top-up payments where applicable.

Coordinate with wards and departments to ensure smooth admission process.

Ensure correct classification of patient (Self-pay / Corporate / Insurance / MCO).

3. GL Processing & Credit Verification

Verify andvalidateGuarantee Letter (GL) including coverage, validity, and entitlement.

Ensurecorrectdebtor code is assigned based on approved GL.

Liaise with MCOs and insurance companies for verification and clarification.

Inform patientsofGL approval status and coverage details.

4. Billing & Charge Entry

Enter and update patient treatment charges accurately (room, procedures, medications, investigations).

Ensure all servicesrenderedare captured through coordination with wards and departments.

Monitor and follow up on unbilled charges daily.

Verify billing accuracy before finalization.

5. Cashiering Function

5.1 Payment Collection & Receipt Management

Receive and process payments (cash, credit card, cheque).

Issue official receipts for all payments received.

Ensure correct payment mode isrecordedand transactions areaccurate

5.2 Refund Processing

Process patient refundsin accordance withapproved procedures.

Ensure refund vouchers are properly prepared and approved before payment.

Verify accuracy of refund amount prior to disbursement.

5.3 Cash Reconciliation & Control

Reconcile total collections (cash, credit card, cheque) with closed till reports on a shift basis.

Printreceipttransaction listings upon till closure.

Investigate discrepancies and report to Chief Cashier / Business Office Executive / Accountant.

Ensureall transactions are accurately recorded and balanced.

5.4 Cash Handling & Security

Secure daily collections in envelopes with witness verification before placing in the safe.

Ensure collections are counter-checked bya superioror authorized personnel.

Perform end-of-shift cash submission in compliance with financial control procedures.

6. Billing Finalization & Discharge

Ensure all charges are complete andaccurateprior to discharge.

Reconfirm GL coverage, validity, and limits with MCO / insurance.

Attend to patient billing inquiries.

Ensuredischarge is processed only after billing finalization and payment clearance.

Issuefinalinvoice and receipt.

7. Post-Billing & Documentation

Compile and prepare complete billing documents (invoice, GL, medical report, etc.).

Ensure completeness before submission to relevantpayors

Maintain proper filing, scanning, and safekeeping of documents.

8. Customer Service & Communication

Attend to walk-in and telephone inquiries professionally.

Provide clear explanationsregardingbilling, payment, and insurance coverage.

Ensure patient satisfaction and minimal complaints.

9. Compliance, Quality & Safety

Adhere to hospital SOPs, financial policies, and audit requirements.

Comply with

Occupational Safety & Health Act 1994

Patient Safety Goals

KPJ Way / Standard People Practice (SPP)

Uphold patient confidentiality and patient rights.

10. Workplace Standards & Continuous Improvement

Participate in 5S activities andmaintaina clean, safe, and organized workplace.

Practice proper hand hygiene and infection control.

Support continuous improvement initiatives.

11. General & Other Duties

Perform anyadditionalduties asassigned by Supervisor or Management.

Support operational, reporting, and administrative requirements.

Education: A recognized Diploma/SPM or equivalent

Knowledge and Experiences:

• Experience andpossessgood knowledge ofthe healthcaremanagement.

• Good command in Bahasa Malaysia and English, both in writing and speaking. Knowledgeinwritten and spoken Mandarin would be an advantage.

Skills & Competencies:

Special skillsrequired

• Technical & Functional Skills

• Analytical & Problem-Solving Skills

• Attention to Detail & Accuracy

• Coordination & Multitasking Skills

• Communication & Interpersonal Skills

• Organizational & Time Management Skills

• Customer Service Orientation

• Compliance & Quality Awareness

• Digital & Data Management Skills

• Personal Attributes:High levelof integrity and accountability

Personal attributes

• Self-motivated with good interpersonal and communication skills. Positive attitude to work.

• Able to work independently

• Good personality, pleasantindividualand a team player.

• Able to supervise and coach subordinates when necessary.

• Ability to work under pressure and handle challenging situations.

• Strong attention to detail and accuracy.

• Proactive and result-oriented mindset.