HEAD, BUSINESS OPERATIONS

• Responsible in Managing the Business Office functions in all areas. 

• Coordinate with other team members in all activities in the BO unit.  

• To assist and support in reviewing and improving the company’s operational systems, processes and policies in support of the organizations mission. 

• Requires an exceptional level of knowledge in ensuring all process meet the highest level of quality to ensure the best result. Decision may impact the quality-of-service render to the patient. 

• Freedom of action is relatively high but constrained by the policies and procedures of the Services and Hospital. All decisions will be based on hospital policies and departmental procedures, as well as relevant legislative requirements and approved accounting standards. Make sound decision as required at functional level for effectiveness of task execution within the job scope. 

ORGANIZATION AND MANAGEMENT 

1. General functional support 

• The Business Office In charge is responsible for managing the business office functions to include review and preparation of all invoices and patient account files, answering inquiries from Corporate clients and patients regarding accounts, monitors outstanding accounts, and reviews all billing for accuracy. 

• The Business Office In charge will assist and support  in reviewing and improving hospitals and companies operational systems, processes and policies in support of organizations mission – i.e, to improve on management reporting, information flow and management, business process and organizational planning. ​

• Responsible to plan and execute appropriate credit risk management practices and activities for outstanding debts. 

• Maintain standard of care and good rapport with corporate companies, patient and family 

• The functions shall include, but are not limited to: 

 - Monitor daily activities of Admission, Cashier, Billing, Credit Management, A&E registrations, GL Counter and Case Review. 

- To check and sign off the approval for daily cashier transaction i.e. end of the day/shift, print out receipt detail listing, credit card collection by cashier listing, credit card settlement, refund and close cash register till. 

 - Determine collection activities of Hospitals. 

- Monitor company’s outstanding debt, conduct account statement reconciliation and raise recommendation  for settlement arrangement and/or provide write-off of bad debts proposal for management approval 

- Evaluate new clients’ company profile and financial statements to ensure credit worthiness of potential clients to minimize bad debts and risks. 

- Liaise with Banks, Insurance, MCO’s and Companies to provide and clarify information on patients’ problematic claims in order to assist in expediting the processing of claims  

- Send reminders to companies with outstanding debts, suspend company’s accounts and consult  with lawyers on any legal actions to be considered and provide update and recommendation to Management on next course of action to recover the outstanding debts 

- Prepare Monthly updates on debt collection report and performance status. 

- Identify companies for visit to recover outstanding debts. 

2. Corporate meeting management  

Responsible in preparing relevant meeting reports/papers and presentations for various meetings i.e. Board meeting, BOM, Hospital Management meeting, Monthly Credit Control Meeting and any other corporate meetings as assigned by the immediate superior. 

3. Data analysis & management  

• In collaboration with others, implement and maintain quality database and collect data that are necessary for projects and operational functions, and in support of decision makings. 

• Gather, identify, analyse & interpret relevant data/information, and develop recommendations as well as knowledge based on findings. 

• Gathering and monitoring the trend and data of industry & competitors. 

4. Quality assurance/service quality management 

• Participate and provide necessary support in quality assurance activities and safety programs.  

• Contribute ideas and support in service quality management. 

Others: 

• This Job Description of Head of Business Operations is subject to periodic review and may be changed at any time in consultation with the employee.  

• Performs any other job-related duties not specified in this job description when assigned by superiors. 

• The duties and responsibilities are not exhaustive. Other duties may be involved. 

HUMAN RESOURCE AND DEVELOPMENT 

• Takes personal responsibility for own professional development and keeps up to date with professional change and growth by maintaining mandatory learning hours for attending 30 hours of training. 

• Participates in the orientation of new members of staff to the services. 

• Participates actively in any other new service that is introduced. 

• Maintain the record of personal leave and training attended. 

POLICIES AND PROCEDURE 

• To adhere to the hospital policies, procedure, guidelines and work instructions to ensure compliance with work policies and procedures. 

• Maintain the confidentiality of patients’ personal and medical history compliance with hospital and government legislative requirements. 

• Ensure adherence to Prevention and Control of Infection. 

FACILITIES AND EQUIPMENT 

• Keep working station and work place always neat and tidy. 

- Maintains proper storage of equipment assigned in the unit (computer & printer). 

- Check all equipment to ensure that they are in good condition and ready to be used at all time. Report if there is any faulty. 

• Liaise with HES/ Report to Bio Medical personnel if any faulty and takes necessary action accordingly. 

• Operates / maintains specialized equipment assigned to the unit and provides assistance / guidance to new staff in their use. 

• Checks that all equipment in the unit are functioning well and service according to PPM schedule. 

• Assists in maintenance of instruments and equipment by proper cleaning, handling, disinfect and utilizing as directed. 

• Assists the HOS in keeping accurate records of equipment inventory, enough supplies and stationaries in the service. 

  SAFETY AND QUALITY IMPROVEMENT ACTIVITIES 

• Complies and promotes Baby Friendly Hospital Initiative Breastfeeding Policy, and protect, promote and support Baby Friendly Hospital activities. 

• Complies to all risk mitigation policy, HIRARC, and participate in all drill activity run in hospital. 

• Participates actively in any other new service that is introduced by the services. 

• Participate in any initiative activities in service for further improvement  

• Participates in 5S activities and comply with the specified requirements 

• Practices Standard People Practice (SPP) at all times. 

• Ensure compliance of Patient safety goals as safety improvement measures recommended by World Alliance for Patient Safety. ​

• Policies on patient and family rights are addressed at all times  ​

• Participates actively and encourages compliance to all policies and Procedures of  ISO 9001, ISO 14001, ISO 45000, Malaysian Hospital Accreditation Standards, PSG and IMS.  

• Complies with any instruction or measure on occupational safety and health  

• Carries out duties as an employee as stipulated  in Occupational Safety and Health Act and Regulations 1994:- 

- To take reasonable care at work for the safety of yourself and other persons. 

- To co-operate with your employer or any other person in the discharge of any duty. 

- To cooperate with the outsourcing parties or any other persons in the discharge of any duty. 

- To wear or use any protective equipment or clothing provided by the employer. 

- To comply with any instruction or measure on occupational safety and health. 

- Reporting unsafe practices, conditions, near misses, incidents and accidents to Chief Executive Officer and OSH and Environmental committee 

ADDITIONAL DUTIES AND RESPONSIBILITIES IN THE SPECIFIC AREAS (If any) 

• To prepare Monthly Report and Census. 

• To prepare summary of report and submit within the required time frame to BODIV KPJHQ. 

• To prepare departmental report for quarterly BOM and BOD. 

• Any other duties as directed by the OM/CEO. 

Education:

• Degree or Master in any related field 

• Additional: ACCA is an advantage 

Knowledge and Experiences: 

•  5 - 7 years of relevant working experience 

• Able to communicate in English and Bahasa Malaysia

• Computer literate especially in Microsoft Office and Excel 

 Special skills required  

• High integrity, ethical, and accountable in all professional duties. 

• Strong communication and interpersonal skills, able to work effectively with multidisciplinary teams. 

• Problem solving and decision-making skills  

Personal attributes  

• Able to communicate with all levels of staff and patients.  

• High level of integrity, conceptual and analytical ability, leadership, teamwork, initiative and proactive 

• Possess the good attitude, integrity to ensure the patient charge appropriately, treating every patient compassionately, demonstrating and an aspiration to altruism. 

• Seek to treat, maintain patient’s dignity, privacy, autonomy and confidentiality.  

• Prepared to work as a team member 

• Willingness to work after office hours /weekends /public holidays if necessary  

• No limitation to outstation work when required