Manager / Senior Manager, Business Office / Service Team

Company description:

The National Cancer Centre Singapore (NCCS) is a leading national and regional tertiary cancer centre, attending to the majority of cancer cases in Singapore's public healthcare sector. We offer world class oncology care by having the best talent, doing robust clinical and translational research and leading education efforts to improve cancer outcomes. Join us to build a meaningful career and offer patients hope for a cancer-free tomorrow.

Job description:

The National Cancer Centre Singapore (NCCS) is a leading national and regional tertiary cancer centre, attending to the majority of cancer cases in Singapore's public healthcare sector. We offer world class oncology care by having the best talent, doing robust clinical and translational research and leading education efforts to improve cancer outcomes. Join us to build a meaningful career and offer patients hope for a cancer-free tomorrow.

The Business Office Service Team manager is responsible for leading and developing a team of staff in handling billing-related feedback effectively. As a leader of the Business Office Service Team, the manager drives operational excellence, champions continuous improvement, and ensures the achievement of key performance indicators whilst maintaining strong stakeholder relationships.

Key Responsibilities:

• Lead the business office service team staff to investigate and resolve complex billing issues by providing guidance on challenging cases and ensuring timely responses to all billing related enquiries.
• Develop and implement standard operating procedures for handling different types of billing feedback, including dispute resolution processes, refund protocols, and escalation pathways for high-priority cases.
• Establish and maintain a robust system for tracking and categorizing billing enquiries and disputes.
• Collaborate with internal stakeholders to address billing-related concerns, ensure system accuracy, and implement necessary changes to billing processes and policies.
• Supervise the overall manning and performance of the Business Office hotline and outbound call functions, ensuring service standards are met.
• Set call-handling protocols, monitor service metrics (e.g. drop call rate, return call, response turnaround time etc.), and support escalation handling from junior team members.
• Conduct periodic audits of call records and coaching sessions to ensure consistency in service delivery, accurate information provision, and empathetic communication.
• Review hotline statistics regularly, such as drop call rates, response turnaround times, and call volume trend and implement corrective actions where needed.
• Supervise Executives and Associate Executives in processing of bills for cases managed by the Patient Response Team and ensure accurate processing of patient bills, waivers, and cancellation of bills in OAS.
• Provide guidance to the team, develop and execute strategic plans to enhance the performance of the service team.
• Contribute to innovation and process improvements to optimize billing accuracy and efficiency.
• Implement and monitor quality assurance frameworks to maintain service excellence.
• Develop and monitor key performance indicators for the service team and conduct detailed billing feedback analysis
• Provide training and development opportunities for team members to enhance their knowledge of billing systems, customer service skills, and problem-solving capabilities
• Generate comprehensive management reports with actionable insights
• Identify opportunities for process automation and efficiency improvements
• Present strategic recommendations to senior management based on analytical findings
• Build and maintain strong relationships with key stakeholders across the organization
• Maintain effective communication channels with internal and external stakeholders
• Collaborate with cross- functional reams to implement system improvement
• Liaise with MOH, CPF Board, insurers and other relevant authorities on health finance policy matters and ensure any new or revision to the policies are communicated to the team and complied with by the team

Job Requirements

• Bachelor's Degree in any discipline, and degree in healthcare related fields or business administration is preferred.
• At least 5 years of experience in supervisory position with min. 2 years in managerial capacity. Experience in healthcare would be an added advantage
• Proficient in Microsoft Office and advanced Excel skills, with experience in data analysis.
• Strong interpersonal skills with empathy for others
• Excellent communication skills including business writing skills
• Strong track record of patient experience or service quality work experience
• Self-motivated individual with strong critical thinking, analytical and problem-solving skills
• Ability to multitask in a fast-paced environment and adapt to challenging conditions
• Independent worker who is meticulous, resourceful and outcome driven
• Team player, capable of managing cross-functional and institutional relationships
• Able to work Independently and handle tight deadlines. Adept at handling complex, ambiguous and challenging situations.