CASHIER, CASHIER

GENERAL DESCRIPTION 

• The Billing & Discharge Clerk is responsible for managing the inpatient billing and discharge processes to ensure accurate, timely, and efficient financial clearance for patients. The role ensures that all hospital charges are accurately captured, bills are finalized in accordance with hospital policies and Standard Operating Procedures (SOPs), and all financial and insurance requirements are fulfilled prior to patient discharge. 

• The Billing & Discharge Clerk works closely with consultants, nursing units, pharmacy, laboratory, radiology, finance, medical records, insurance companies, Third Party Administrators (TPAs), corporate clients, and other relevant departments to facilitate smooth discharge operations while providing excellent customer service. The role is also responsible for coordinating Guarantee Letters (GL), Final Guarantee Letters (FGL), Letters of Undertaking (LOU), billing adjustments, Credit Notes (CN), Debit Notes (DN), insurance claims, and financial documentation to ensure compliance with hospital policies, regulatory requirements, and accreditation standards. 

• In addition, the Billing & Discharge Clerk maintains accurate billing and discharge records, supports audit and financial reporting requirements, safeguards patient confidentiality in accordance with the Personal Data Protection Act (PDPA), resolves billing-related enquiries, and contributes to continuous process improvement initiatives to reduce discharge turnaround time, improve billing accuracy, and enhance patient satisfaction. The incumbent is expected to perform all duties with professionalism, integrity, accountability, and a commitment to delivering quality healthcare services. 

JOB SUMMARY 

• The Billing & Discharge Clerk is responsible for ensuring the accurate and timely processing of inpatient billing, financial clearance, and patient discharge activities in accordance with hospital policies, Standard Operating Procedures (SOPs), and regulatory requirements. The role is responsible for verifying and processing hospital charges, preparing and finalizing patient bills, coordinating insurance and Guarantee Letter (GL) requirements, collecting payments, and ensuring all billing documentation is complete before patient discharge. 

• The Billing & Discharge Clerk works closely with consultants, nursing units, pharmacy, laboratory, radiology, finance, medical records, insurance companies, Third Party Administrators (TPAs), corporate clients, and other relevant departments to facilitate a smooth and efficient discharge process. The incumbent is also responsible for maintaining accurate billing records, resolving billing-related enquiries, ensuring compliance with financial and healthcare regulations, and supporting continuous process improvement initiatives to enhance billing accuracy, reduce discharge turnaround time, and improve patient satisfaction. 

JOB DESCRIPTION 

1. ORGANIZATION AND MANAGEMENT 

• Understands and carries out the Business Operation in line with Vision and Mission Statements, Philosophy, Goals and Objectives that suit the scope of the Services and hospital.  

• Understands the service organization structure.  

• Informs (Immediate Superior] when changes occur in circumstances which affect standard of services.  

• Attends meetings held by the services in order to discuss issues and matters pertaining to the operation of the service.  

• Report to the workstation at least 10 minutes before the start of the shift, maintaining a high standard of personal grooming in accordance with the Front Office Grooming Guidelines. 

• Participate in shift rotations as scheduled in the Business Office Duty Roster to ensure smooth and continuous operational coverage 

• Answers phone calls and relay messages.  

• Submits report on requested.  

• To perform any other relevant duties as and when required by the management. 
• Daily routine:  Billing Management, Patient Discharge Management, Insurance & Guarantee Letter (GL) Management, Financial Clearance & Collections, Customer Service,  Documentation & Compliance,  Operational Improvement and Teamwork & Collaboration 

2. Decision-Making Authority

The Billing & Discharge Executive/Officer is authorized to: 

• Finalize patient discharge upon confirmation of financial clearance and completion of billing requirements. 

• Process routine billing adjustments, refunds, debit notes, and credit notes within the approved authority limits. 

• Coordinate directly with insurance companies, TPAs, corporate clients, consultants, and internal departments regarding billing and discharge matters. 

• Escalate complex billing disputes, high-value cases, exceptional financial arrangements, or policy exceptions to the immediate superior or Hospital Management for approval. 

3. Additional Responsibilities 

• Participation in New Services: Actively support the implementation of new hospital services and system improvements. 

• General Duties: Perform any other related duties as assigned by superiors to support departmental objectives. 

• Policy & Procedure Compliance: Adhere to all hospital financial and operational policies, maintaining accurate records at all times. 

• Corrective Actions: Take prompt action to address and resolve compliance or audit-related issues. 

• Audit Performance: Ensure full compliance with internal and external audit requirements. 

• Data Protection: Maintain strict confidentiality of all patient information and ensure full PDPA compliance. 

4. Operational Performance Standards 

• Charge Verification: Review and verify all patient charges (consultations, procedures, medications, room, etc.) before submitting the final bill to prevent overcharging or omissions. 

• Discharge Bill Submission: Submit discharge bills promptly to the Credit Administration Department upon receipt of the Final Guarantee Letter (FGL). 

• Insurance Query Handling: Respond promptly to insurer or TPA queries within the specified turnaround time to avoid claim delays. 

• Credit/Debit Note Management: Issue Credit Notes (CN) or Debit Notes (DN) immediately upon receipt of the final GL when adjustments are required. 

• Cash-Paying Patients: Process bills for self-paying patients efficiently ensuring that 95% of discharges are completed within 45 minutes. 

• GL Approval for Discharge: Strive to obtain GL discharge approval within 2 hours of request to minimize patient waiting time. 

• PDWFGL Implementation: Apply the Patient Discharge without Final Guarantee Letter policy responsibly, ensuring all approvals and documentation are properly in place. 

• Refunds: Expedite refunds for any excess deposits, ensuring timely and 

  5. Compliance to general terms:-  

Personal appearance  

Is appropriate for the work environment and meets expectation for the proper image of the hospital, as per services policies.  

Attendance  

Following hospital’s policy regarding punctuality and attendance.  

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

• Giving high quality of service to the patients.  

• Ensuring all patients safety at all conditions 

JOB  REQUIREMENT 

Education: 

• Minimum SPM/STPM. 

Knowledge and Experiences: 

• Preferable 1-2 years working experience.  

• Able to communicate in English and Bahasa Malaysia  

• Giving high quality of service to the patients.  

• Ensuring all patients safety at all conditions 

Special skills required 

• Have interpersonal and communication skills.  

• Dynamic, honest and responsible worker. 

• Willingness to work on scheduled hours, shift, and weekends, public holidays and anytime when called during emergency. 

Personal attributes  

• Has good communication, counseling and interpersonal skills. Able to guide new staff and other related staff.  

• Possess the attitude to make the patient care the primary concern, treating every patient compassionately, demonstrating and an aspiration to altruism.  

• Seek to serve, maintain patient’s dignity, privacy, autonomy and confidentiality. Prepared to work as a team member.