Full job description

Responsible to supervise and lead a team, providing general support for the front office department ensuring all

patient administration processes are followed.

Key Accountabilities

• Operational Management
• Managing Patient Experience
• Compliance with Regulations
• Staff Supervision and Training
• Budgeting and Financial Management
• Scheduling and Workflow Optimisation
• Patient Safety and Care
• Performance Metrics and Reporting
• Risk Management and Incident Reporting

Specific Responsibilities for this Role

• Align daily operations with the company’s values and culture.
• Support the team in achieving departmental goals and objectives.
• Supervise work outputs related to appointment scheduling, patient registration, medical insurance & billing.
• Provide training and mentorship to team members to ensure quality standards and service delivery.
• Continuously maintain an enabling environment where you can develop and grow your team.
• Orientate new joiners and sign of probation periods.
• Ensure professional conduct and discipline within the team is followed.
• Provide support in the recruitment and selection process of team members.

· Monitor employee scheduling of the department to ensure operational coverage. · Support and monitor cost management initiatives. · Provide support related to attendance, leave, overtime, staff allocations, uniform, dress code and personal hygiene. · Support staff engagement initiatives. · Continuously monitor and measure plans against quality indicators and department objectives, ensuring regular audits are in place, analyse the data and give relevant feedback. · Complete yearly appraisals, coach & developing the team. · Maintain quality service by ensuring quality customer service standards, identifying trends & recommending process improvements. · Complaint management & process improvements linked to overall patient experience. · Participates in Hospital training programs. · Strictly adheres to NMC’s regulations and policies especially those related to infection control, patient safety & JCI. · Supports Continuous Quality Improvement and participates and contributes to all the quality assurance activities of the service. · Exercises effective interpersonal skills in dealings with department staff, colleagues and management. · Maintains patient & staff confidentiality. · Investigate billing discrepancies by reviewing the patient’s records, insurance information, and charges to identify errors. · Address patient concerns regarding incorrect charges or billing questions and facilitate resolution in a professional manner. · Track outstanding bills and provide regular updates to management regarding billing performance, collections progress. · Identify trends in patient billing issues and recommend process improvements to enhance efficiency and reduce billing errors. · Generate detailed reports on patient invoices, outstanding balances, and payment collections. · To create and continuously maintain an enabling environment where people can develop and grow. · To ensure that performance management contracts are in place for the team. · Conduct and document bi-annual performance conversations . · Identify high potential talent and ensure that development plans are facilitated in cooperation with Human Resources. · Ensure that a training plan is developed and monitored to ensure continuous sharing of knowledge and skill. · Monitor the quality of onboarding for new employees; new employees are orientated and probation periods are signed off . · Maintain professional conduct and discipline within the team. · Work closely with the recruitment team to recruit and select competent employees . · Monitor employee scheduling of the department to ensure sufficient operational coverage.

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