Customer Experience and Billing Officer Job in Kenya

 Job Title: Customer
Experience And Billing Officer

Hiring Organization: M.P
Shah Hospital
Location – Locality: Nairobi
Location – Region: Kenya
Industry: Healthcare
Job Type: Full
Time
Salary: KES
Competitive
Date Posted: 01/12/2024

M.P
Shah Hospital is looking to recruit a professional, and evidence-driven person
for a vacancy in Patient Service Department, as a Customer Experience and
Billing Officer.
The position holder will be responsible for the smooth running of all front
office operations in Inpatient /outpatient Wards/ clinics by facilitating
service delivery for patients through accurate billing & registration,
booking appointments, que management and handling enquiries, in order to
enhance patient experience.

Duties
& Responsibilities:


Enhance
patient experience- Act as the voice of the patient by checking and
ensuring that the hospital standards provide a positive patient experience
e.g. maintaining the reception ambiance, comfort of waiting area, presence
of signage to direct patients, relevant patient navigation etc.

Queue
management – Oversee the management of patients through efficient use of
the (QMS) queue management system or alternative process available. Walk
around the department regularly to check on patients to avoid unnecessary
delays and minimize the turnaround time

Handling
patient feedback enquires – Handle enquiries & complaints, provide
appropriate solutions and escalate the feedback as necessary. Upsell
hospital services and ongoing marketing campaigns and prompt patients to
give feedback through the available channels.

Managing
appointments & sending reports – Booking appointments as per clinic
schedules, sending reminders, sending of reports, managing walk-in
patients and coordinating with the doctors and clinic staff to ensure
smooth running of the clinics

Patient
registration – Maintain the validity and accuracy of the hospital’s
records by performing verification checks for patients’ insurance details
before registration as per hospital guidelines, confirming that all
documents are in order before any final patient discharge procedures and
confirming that paper records and digital records tally

Billing
of services – Maintain and protect the accuracy and reliability of billing
operations by ensuring accurate and complete billing of items, monitoring
and billing of daily doctor’s fee notes and alt medical procedures for
patients and verification of complete records reporting any missing codes
to the supervisor for creation immediately.

Liaising
with insurances & other payers – Ensuring pre-authorization of
patients covered under insurance schemes, NHIF and other payers are
completed & sent promptly & followed up for approval.

Handing
over insurance document to dispatch Updating database of suppliers
contacts on a monthly basis.

Qualifications
Skills & Experience

Diploma
in business, communications and or hospitality related course Professional
qualifications form either CPA or ACCA will be an added advantage

Bachelor’s
degree in Business administration, marketing or any business related Field
is an added advantage

IT
proficient

How To
Apply

Interested
and qualified candidates in the above position are encouraged to forward their
CVs and application letters to recruitment@mpshahhospital.org on
or before 26th January 2024. Shortlisting
will be done on a rolling basis.

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