Job Summary

The Patient Services Officer is a dynamic and integral member of the hospital’s front-line team, responsible for ensuring a positive patient experience. This role encompasses a broad range of duties, including customer service, patient registration, admission, accurate billing, and collections. Incumbents are expected to uphold the hospital policies and maintain high standards of patient care, service excellence, and financial integrity.

Main Duties and Responsibilities:

1. Customer Service

• Welcome and assist patients, visitors, and family members in a professional and courteous manner providing them with directions, information, and service navigation.
• Monitor patient waiting areas and provide timely support to enhance the patient experience.
• Communicate clearly with patients regarding waiting times and hospital processes.
• Promptly handle inquiries and complaints, escalating as needed per hospital policy.

2. Admissions

• Register and update patients’ information accurately in the hospital’s electronic management system and verify all demographic and insurance data.
• Collect and verify patient documentation, including IDs, insurance cards, referrals, and consent forms.
• Retrieve files for existing patients in the hospital’s electronic management system.
• Coordinate pre-authorization requests with insurance companies and follow up with patients regarding approvals.
• Confirm patient eligibility and coverage for elective and emergency admissions, including securing Letters of Undertaking and emergency approvals.
• Submit pre-admission invoices to insurers and ensure all patient financial documentation is complete.
• Review after-hours admissions to ensure financial documentation is in order and follow up on outstanding deposits or approvals.
• Provide reassurance and clear communication to patients and families throughout the admission process.
• Maintain and file accurate admission and financial records, supporting other administrative duties as needed.

3. Billings

• Prepare and post Inpatient invoices based on validated charges from departments such as Radiology, Laboratory, Operating Theatre, Pharmacy, and Wards.
• Update patient accounts with admission deposits, insurance approvals, and other relevant financial details.
• Generate interim bills for hospitalized patients according to hospital’s standard operating procedure.
• Create In-patient Credit Sales Invoices.
• Process refunds for verified credit balances and discharge patients according to hospital standards.
• Provide explanations of charges to patients and refer outstanding or unresolved balances to the Collection Unit.
• Apply patient’s insurance card(s), manually or electronically to services received.
• Prepare Claim form and service breakdown for provider and patient in accordance with insurance claiming standards.

4. Collections

• Collect payments for inpatient and outpatient services
• Proactively follow up on interim bill balances and engage with patients regarding payment commitments.
• Contact patients to explain outstanding balances, negotiate payment terms (including installment plans), and resolve billing queries.
• Assess patients’ ability to pay and establish suitable payment arrangements when necessary.
• Process on-line payments, ensuring accurate posting to patient accounts.
• Maintain comprehensive documentation of all communication, payment activity, and collection efforts.
• Escalate delinquent accounts to the Patient Services Manager for further action, as appropriate.

5. Registration & Medical Records

• Organize, maintain, and protect all Patient records received according to specified order of assembly.
• File patient’s dockets and index cards.
• Facilitate internal and external requests for release of medical records. 
• Maintain retention logs for all patient records.
• Record and assign standardized codes (like ICD and CPT) to diagnoses and procedures.
• Ensure all records and release of information is in adherence with the Data Protection Act and Access to Information Laws.
• Create Out-patient Credit Sales Invoices.
• Prepare and post Outpatient invoices based on validated charges from departments such as Radiology, Laboratory, Operating Theatre, Pharmacy, and Wards.
• Register patients for outpatient services. E.g. Doctor’s Visit, Dressing, Lab. Radiology. Etc. 
• Prepare Claim form for provider and patient in accordance with insurance claiming standards.
• Apply patient’s insurance card(s), manually or electronically to services received.

Required Skills and Specialized Techniques

• Excellent interpersonal and customer service skills
• High attention to detail and accuracy in data entry
• Familiarity with hospital systems and medical billing procedures
• Ability to manage multiple tasks in a fast-paced environment
• Sound decision-making, professionalism, and empathy.
• Experience with health insurance procedures and billing cycles.
• Ability to develop and maintain professional, service-oriented working relationships with patients, and the healthcare team.
• Ability to comprehend and comply with policies and procedures.
• Good written and verbal communication skills.
• Ability to work under pressure
• Ability to work independently and as part of a team.
• Good keyboard/typing skills and computer literacy.
• Proven analytical, evaluative and problem-solving skills.

Qualifications and Experience

• Associate Degree in Business Administration/Health Records Management or equivalent qualifications.
• Customer Service Certification or equivalent
• Two (2) years’ experience in Customer Service or related field
• Prior experience with Medical Records would be an asset

  APPLICATION INFORMATION

Application letter along with resume should be submitted online through the portal below as one document addressed to:

Human Resource Director
Andrews Memorial Hospital Ltd.
27 Hope Road, Kingston 10

Only shortlisted applicants will be contacted.