- Location
- KPJ Perlis Specialist Hospital, Malaysia
- Type
- Full-time
- Department
- Finance
- Source
- Workday
Description
GENERAL DESCRIPTION
This role is responsible for managing end-to-end business office operations across patient registration, admission, billing, cashiering, guarantee letter (GL) processing, and discharge coordination to ensure accurate, efficient, and compliant service delivery. It involves ensuring that all patient information, financial transactions, and billing processes are handled with a high level of accuracy, completeness, and accountability in line with hospital policies and standards.
The position plays a critical role in maintaining financial integrity by ensuring proper charge capture, accurate billing, timely payment collection, and effective reconciliation of all transactions. It also ensures that all billing documentation is complete and properly managed to support timely claim 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 to facilitate smooth patient admission and discharge processes, including verification of guarantee letters 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 DESCRIPTION
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 ensure completeness of registration documents.
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 and validate Guarantee Letter (GL) including coverage, validity, and entitlement.
Ensure correct debtor code is assigned based on approved GL.
Liaise with MCOs and insurance companies for verification and clarification.
Inform patients of GL approval status and coverage details.
4. Billing & Charge Entry
Enter and update patient treatment charges accurately (room, procedures, medications, investigations).
Ensure all services rendered are 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 is recorded and transactions are accurate.
5.2 Refund Processing
Process patient refunds in accordance with approved 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.
Print receipt transaction listings upon till closure.
Investigate discrepancies and report to Chief Cashier / Business Office Executive / Accountant.
Ensure all 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 by a superior or authorized personnel.
Perform end-of-shift cash submission in compliance with financial control procedures.
6. Billing Finalization & Discharge
Ensure all charges are complete and accurate prior to discharge.
Reconfirm GL coverage, validity, and limits with MCO / insurance.
Attend to patient billing inquiries.
Ensure discharge is processed only after billing finalization and payment clearance.
Issue final invoice and receipt.
7. Post-Billing & Documentation
Compile and prepare complete billing documents (invoice, GL, medical report, etc.).
Ensure completeness before submission to relevant payors.
Maintain proper filing, scanning, and safekeeping of documents.
8. Customer Service & Communication
Attend to walk-in and telephone inquiries professionally.
Provide clear explanations regarding billing, 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 and maintain a clean, safe, and organized workplace.
Practice proper hand hygiene and infection control.
Support continuous improvement initiatives.
11. General & Other Duties
Perform any additional duties as assigned by Supervisor or Management.
Support operational, reporting, and administrative requirements.
JOB REQUIREMENT :
Education: A recognized Diploma/SPM or equivalent
Knowledge and Experiences:
Experience and possess good knowledge of the healthcare management.
Good command in Bahasa Malaysia and English, both in writing and speaking. Knowledge in written and spoken Mandarin would be an advantage.
Skills & Competencies:
Special skills required
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 level of integrity and accountability
Personal attributes
Self-motivated with good interpersonal and communication skills. Positive attitude to work.
Able to work independently
Good personality, pleasant individual and 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.
