The position is key in enhancing patient experience, ensuring compliance with hospital policies, and supporting financial sustainability through proper revenue assurance.

MAIN DUTIES

• Patient Admission & Customer Service
• Bridge the gap between staff and patients by ensuring timely, professional, and accurate customer service.
• Interact effectively with patients, medical staff, and administrative staff to facilitate smooth admissions.
• Ensure all admission documents are complete, accurate, and meet hospital requirements.
• Oversee and ensure pre-authorization of client bills is completed within 24 hours.
• Manage floor operations by providing timely updates to patients and/or next of kin on admission progress.
• Resolve admission-related queries, disputes, and conflicts (bed allocation, deposit shortfalls, priority cases) promptly and courteously.
• Revenue & Documentation Assurance
• Safeguard hospital revenue by verifying insurance/SHA eligibility, calculating deposits, and ensuring preauthorizations are secured before admission.
• Ensure daily submission of discharge patient files to billing/dispatch with all supporting documents attached.
• Maintain up-to-date reconciliation of pending and unbilled reports in collaboration with the billing department.
• Collaborate with doctors’ offices to ensure doctors’ bills are properly captured and processed.
• Audit daily admissions files for completeness, fiscal correctness, and compliance with the Data Protection Act (2019).
• Ensure all deposits, co-payments, and waivers are receipted and banked daily.
• Bed & Capacity Management
• Monitor bed occupancy in real time and coordinate with wards, physicians, and the discharge lounge to maximize utilization and minimize waiting time.
• Generate and analyze statistical reports on admission trends, revenue per payer, and bed turnaround for management decision-making.
• Team Leadership & Development
• Supervise, schedule shifts, and oversee handover processes to ensure continuity of services across shifts.
• Coach, mentor, and appraise registration and administration staff to achieve accuracy in patient demographics and billing.
• Ensure all staff are adequately trained and create a positive learning environment where continuous improvement is part of daily practice.
• Drive quality improvement by implementing LEAN initiatives to reduce admission turnaround time (TAT).
• Compliance & Reporting
• Ensure adherence to hospital policies, procedures, insurance requirements, and statutory regulations.
• Provide accurate and timely reports to management, including admission, billing, and bed utilization reports.
• Perform any other duties as may be assigned from time to time.

QUALIFICATIONS AND EXPERIENCE:

• Bachelor’s degree in Business Administration, Commerce, Health Records, Public Relations or related field.
• 4 years’ relevant experience, 2 in a supervisory role within a busy hospital, hotel or financial services front office.
• Excellent Communication skills
• Timely and accurate customer service.
• Self-motivated and ability to work under pressure.
• Produce quality work, with accuracy & efficiency