Financial Counsellor

Perform admission of patients, handles customers queries pertaining to bill estimation, provide diagnosis/surgical codes, generate reports, and review MRO notes. Also to discuss with Drs/clinic staff on patients’ treatment plan and duration of stay in hospital to better estimate in-flight patients bill size, perform re-financial counselling, assist with evacuation financial estimates and liaising with Drs/Clinics.

**Key accountabilities**: a. Perform admission process:

- key in patients data into the system - generate the Agreement for Hospital Services (AFHS) inclusive of bill estimation form - advise patient/next of kin/relatives/friends on the AFHS/ bill estimation and obtain signature - advise patients on medisave / medishield / private shield / Corporate guarantees and to obtain signature on the relevant forms - follow-up with Drs and/or clinic staff on completing admission information a. In-flight collections outstanding KPI

b. Assist admission staff in handling customer queries pertaining to bill estimation (diagnosis code/surgical code) and/or possible complications to the procedures

c. Assist to provide diagnosis code/surgical codes in the absence of clinical coder

d. Perform in-flight accounts f/up : - generate in-flight deposit top up report daily - single out cases with high outstanding amount or outstanding amount as assigned by AM/BOM - liase with the payors to request for top up deposits - meet up with the payors to discuss financial arrangements in settling the top up deposits - advises payor on medisave/medishield/private shield plans to facilitate payment for hospital bills - assists payor to complete the medisave/medishield/private shield plans claim - advise Drs/Clinic staff promptly on potential bad debtors and obtain information from them to facilitate follow-up action - work with Nurse Financial Counselor to assess patients financial and medical background - for patient with genuine financial hardship, make recommendations and escalate to AM/BOM to facilitate management review on potential bad Debtors

d. - Timely monitoring of $20k cases on dashboard - Timely top up of inflight cases with outstanding of more than $5k - Timely follow up for revised LOG for inflight escalating cases

e. Able to provide bill explanation to patients/NOK

f. Submit daily in-flight outstanding report to executive

g. Provide action plan to handle potential bad debtors for in-flight cases

g. Daily huddle updates with executive

h. Discuss with Drs/clinic staff on patients treatment plan and/ duration of stay in hospital to better estimate in-flight patients bill size

i. Review patients medical record notes if necessary to determine medical treatment

j. Perform re-financial counselling (FC) when: - additional procedure to be done - actual bill size exceeds FC amount at admission j. Completion of cases in re-fc report

k. Accord discounts accurately and submit e-forms

k. Reviewing of weekly discount report to ensure e-forms are raised for all cases Routing of documents for approval and signatures in accordance to Limits of Authority (LOA) of authorized signatories.

l. Submit manual adjustment forms within stipulated turnaround time

m. Perform bill amendment when there are changes to hospital bill e.g. ward, ancillary charges or Drs fees

n. Prepare weekly dashboard and attend weekly dial in with CBO

n. Weekly submission of dashboard

o. Ensure the release of information is aligned with department/hospital protocol and in accordance to the PDPA Act

p. Work with CSRM on medical complaint cases

q. Perform any other tasks as assigned by superiors

**Qualifications & Experience**: a. Diploma/Degree - Nursing / Medical related

a. Nursing / Medical knowledge

b. Computer Literacy

c. Pass in Mathematics

d. Good communication skills (verbal/written)

e. Bilingual - added advantage

f. Past healthcare work experience - added advantage

g. 3 years of working experience

h. Experience in Leading/Supervising a team

1. Nursing / Medical Knowledge Well verse with medical diagnosis and surgical procedures as well as Anatomy & Physiology of the Human Body 2. Computer Literacy Minimum requirements - Microsoft office knowledge / web surfing 3. Mathematics Minimum pass ‘A’ Level 4. Communication Skills Speaks well and write well, good communication skills 5. Bilingual Able to speak other dialects (Cantonese, Hokkien) or language (Malay, Japanese, Bahasa Indonesia, French etc)

**Additional Information**: a. Mature personality

b. Must be patient and tolerant in handling difficult customers

c. Positive attitude

d. 3 years’ working experience