ASSISTANT, BUSINESS OPERATIONS

GENERAL DESCRIPTION

The Assistant Business Office is responsible for carrying out daily administrative and financial tasks in the Business Office. This role involves handling patient billing, processing payments, preparing receipts, and maintaining accurate records in the hospital system. The Assistant Business Office also provides front-line support to patients and relatives regarding billing inquiries, ensuring professionalism, accuracy, and compliance with hospital policies and procedures.
 

RESPONSIBLE FOR

• Prepare and issue patient bills accurately according to hospital guidelines.
• Collect and process payments (cash, credit card, insurance, or online) and issue receipts.
• Perform daily balancing and reconciliation of collections before submission to the Chief Cashier.
• Assist in processing refunds, debit notes, credit notes, and adjustments.
• Enter, update, and maintain patient billing and financial data in the hospital system.
• Attend to patient and relative inquiries courteously and provide clarification on billing matters.
• Support Business Office operations during peak hours to ensure smooth service delivery.
• Ensure compliance with hospital policies, procedures, and financial regulations.
• Maintain confidentiality of patient and financial information at all times.
• Assist other team members and provide support to supervisors as required

JOB DESCRIPTION

1.0     ORGANIZATION AND MANAGEMENT
1.1    Carry out daily operational tasks including patient registration, billing, cashiering, admission, and discharge.
1.2    Ensure all financial and administrative transactions are recorded accurately and in a timely manner
1.3    Maintain proper filing and documentation for patient and financial records.

2.0     HUMAN RESOURCE AND DEVELOPMENT
2.1    Participate actively in training programs and on-the-job learning.
2.2    Support colleagues and contribute to a positive and cooperative work environment
2.3    Share feedback with Chief Cashier to improve workflow and service efficiency

3.0     POLICIES AND PROCEDURES
3.1    Comply with hospital policies, financial guidelines, and Standard Operating Procedures (SOPs).
3.2    Ensure billing, receipts, and refunds are processed correctly and in accordance with policy.
3.3    Escalate any irregularities or discrepancies to the Executive/Officer/Chief Cashier immediately.

4.0     FACILITIES AND EQUIPMENT
4.1    Operate cashiering equipment, computers, printers, and billing systems effectively
4.2    Report any equipment or system malfunction promptly to supervisors or IT support.
4.3    Handle resources responsibly to minimize wastage and downtime.

5.0     SAFETY AND QUALITY IMPROVEMENT ACTIVITIES
5.1    Follow hospital safety standards, infection control measures, and confidentiality practices
5.2    Participate in audits, quality improvement activities, and risk management initiatives.
5.3    Support corrective and preventive actions to enhance patient service and operational accuracy.

6.0     ADDITONAL DUTIES AND RESPONSIBILITIES IN THE SPECIFIC AREA
6.1    Assist patients and relatives with billing enquiries, payments, and insurance-related matters.
6.2    Provide frontline support at the counter, ensuring polite, professional, and efficient service.
6.3    Assist in claim follow-ups and communication with insurance companies or corporate clients when required.
6.4    Support administrative tasks assigned by the Lead, Business Operations/Executive/Chief Cashier.

7.0     DECISION MAKING
7.1    Make routine decisions in daily cashiering, billing, and registration within assigned authority.
7.2    Refer non-routine or complex issues, such as billing disputes or high-value transactions, to the Lead, Business Operations/Executive/Chief Cashier.
7.3    Decisions impact accuracy of patient accounts, smooth workflow, and patient satisfaction.

8.0     LATITUDE
8.1    Work within established policies, SOPs, and guidelines
8.2    Limited discretion in decision-making, mainly confined to routine tasks.
8.3    Matters involving financial approval, exceptions, or policy interpretation must be escalated to higher authority

JOB REQUIREMENT
1.0    EDUCATION
1.1    Minimum SPM qualification
1.2    Diploma in Business Administration, Accounting, Finance, or related field is an added advantage
 

2.0    KNOWLEDGE AND EXPERIENCES
2.1    Preferably 1–2 years of working experience in administration, finance, or customer service (hospital/healthcare experience is an advantage).
2.2    Basic understanding of billing, cashiering, and payment handling.
2.3    Familiar with insurance claims, corporate billing, and patient financial counseling.
2.4    Familiarity with hospital systems is an advantage (HITS/KCIS or equivalent).
 

3.0    SKILLS AND COMPETENCY
3.1    Good organizational and time management skills.
3.2    Ability to handle patient inquiries in a professional and courteous manner.
3.3    Proficiency in MS Office applications.
3.4    Accuracy in data entry and handling financial transactions.
3.5    Ability to work in a team and adapt to fast-paced environments.
 

4.0    SPECIAL SKILLS ARE REQUIRED
4.1    Knowledge in cashiering, billing, and credit control processes.
4.2    Ability to communicate clearly with patients, relatives, insurance representatives, and colleagues.
4.3    Basic problem-solving skills in handling patient billing or payment issues.
4.4    Service-oriented mindset with attention to detail.
 

5.0    PERSONAL ATTRIBUTES
5.1    Responsible, reliable, and trustworthy.
5.2    High integrity in handling confidential information.
5.3    Patient, empathetic, and customer-service oriented.
5.4    Positive working attitude and ability to work under supervision.
5.5    Polite, disciplined, and cooperative in teamwork