Customer Service & Support Jobs in Ampang Jaya Municipal Council, Malaysia (Now Hiring) — 5 open

GENERAL DESCRIPTION
Responsible for handling patient registration, guarantee letters, billing, payments, issuing receipts, bill submission and processing refunds accurately and efficiently. They play a key role in delivering excellent customer service in accordance with the professional standards set by management.

JOB DESCRIPTION

Main Responsibilities

Cashiering Function:

• Responsible to generate patients’ bill, collect payment and issue official receipt.
• Responsible for arranging the agreement to deferred payment after approval from authorized personnel.
• To ensure cash and credit card refund is done with proper approval from Senior Clerk or Supervisor.
• Responsible to generate detail close till report and ensure collection is tally to the report.
• Responsible to ensure daily cash drop is done and recorded in accordance with KPJ policy

Admission Function:

• Responsible for updating the information about room charges and room status.
• Well versed with admission procedure and able to explain to patients during admission process.
• Responsible for completing all admission forms and obtaining relevant data and documents from patients/relative during admission process. All information must be entered through HITS / KCIS.
• To coordinate with MCO unit to request GL for patients using Medical Card to obtain initial Guarantee Letter.
• Be able to verify all Guarantee Letters, validity period, bed eligibility, coverage limit form corporate client, MCO and insurance companies.
• Responsible to collect deposit (as per schedule) for cash paying patient and provide patient with official receipt accordingly.
• To ensure collecting initial deposit and top up deposit in accordance with KPJ Policy

Billing Function:

• Responsible to enter / update all charges relating to patients’ treatment
• Responsible for checking with wards / other services and ensure that all charges have been properly taken up before patient discharged.
• Responsible to ensure that billing is done accurately before finalizing of patients’ bill.
• Responsible for attending patient query regarding the bill, charges and payment.
• Responsible to confirm all Guarantee Letters, validity period, coverage limit with MCO unit and insurance companies before releasing patient for discharge.

MCO Function:

• Responsible for ensuring all initial Guarantee Letter requests are submitted to relevant insurance / MCO.
• Responsible for ensuring all insurance form are filled up by the admitting Consultant on timely basis.
• Responsible to update Insurance portal or fax the medical report to Insurance Companies / MCO for issuance of Initial Guarantee Letter.
• To ensure that patient is being informed on the feedback from insurance companies, favorable or unfavorable.
• Responsible for responding to all queries made by Insurance / MCO Companies on timely manner.

Registration function

• Responsible to collect and verify personal information (ID, contact details, address)
• Responsible to register new patients/clients and update existing records in the system
• Responsible to verify insurance details, guarantee letters, or required documentation
• Responsible to confirm appointment for walk in patients and provide necessary instructions
• Responsible to maintain accurate and complete records in the database
• Responsible to ensure confidentiality of sensitive information
• To coordinate with medical, billing, or administrative departments
• Respond to inquiries and resolve minor registration issues

Credit Admin function

• Ensure all bills been submitted to Insurance/ MCO/ Government agencies accordingly and meet the deadline given.
• Ensure complete documentation submitted.
• Ensure the copy of bill submission is properly kept for future reference.

Other Duties and Responsibilities

Perform any other responsibilities assigned by immediate superior or hospital management. Delivering excellent customer service in accordance with professional standard set by management. Maintain confidentiality of patient information.

Main Responsibilities

Cashiering Function:

• Responsible to generate patients’ bill, collect payment and issue official receipt.
• Responsible for arranging the agreement to deferred payment after approval from authorized personnel.
• To ensure cash and credit card refund is done with proper approval from Senior Clerk or Supervisor.
• Responsible to generate detail close till report and ensure collection is tally to the report.
• Responsible to ensure daily cash drop is done and recorded in accordance with KPJ policy

Admission Function:

• Responsible for updating the information about room charges and room status.
• Well versed with admission procedure and able to explain to patients during admission process.
• Responsible for completing all admission forms and obtaining relevant data and documents from patients/relative during admission process. All information must be entered through HITS / KCIS.
• To coordinate with MCO unit to request GL for patients using Medical Card to obtain initial Guarantee Letter.
• Be able to verify all Guarantee Letters, validity period, bed eligibility, coverage limit form corporate client, MCO and insurance companies.
• Responsible to collect deposit (as per schedule) for cash paying patient and provide patient with official receipt accordingly.
• To ensure collecting initial deposit and top up deposit in accordance with KPJ Policy

Billing Function:

• Responsible to enter / update all charges relating to patients’ treatment
• Responsible for checking with wards / other services and ensure that all charges have been properly taken up before patient discharged.
• Responsible to ensure that billing is done accurately before finalizing of patients’ bill.
• Responsible for attending patient query regarding the bill, charges and payment.
• Responsible to confirm all Guarantee Letters, validity period, coverage limit with MCO unit and insurance companies before releasing patient for discharge.

MCO Function:

• Responsible for ensuring all initial Guarantee Letter requests are submitted to relevant insurance / MCO.
• Responsible for ensuring all insurance form are filled up by the admitting Consultant on timely basis.
• Responsible to update Insurance portal or fax the medical report to Insurance Companies / MCO for issuance of Initial Guarantee Letter.
• To ensure that patient is being informed on the feedback from insurance companies, favorable or unfavorable.
• Responsible for responding to all queries made by Insurance / MCO Companies on timely manner.

Registration function

• Responsible to collect and verify personal information (ID, contact details, address)
• Responsible to register new patients/clients and update existing records in the system
• Responsible to verify insurance details, guarantee letters, or required documentation
• Responsible to confirm appointment for walk in patients and provide necessary instructions
• Responsible to maintain accurate and complete records in the database
• Responsible to ensure confidentiality of sensitive information
• To coordinate with medical, billing, or administrative departments
• Respond to inquiries and resolve minor registration issues

Credit Admin function

• Ensure all bills been submitted to Insurance/ MCO/ Government agencies accordingly and meet the deadline given.
• Ensure complete documentation submitted.
• Ensure the copy of bill submission is properly kept for future reference.
  

Other Duties and Responsibilities

Perform any other responsibilities assigned by immediate superior or hospital management. Delivering excellent customer service in accordance with professional standard set by management. Maintain confidentiality of patient information.

JOB REQUIREMENT

Education:

• SPM, Diploma in related field

Knowledge and Experiences:

• Minimum 1 years of experience (fresh graduates may be considered).

Skills & Competencies:

Special skills required

• Proficient in spoken and written English and Bahasa Malaysia. (Fluent in others language will be an advantage)
• Detail-oriented with a focus on accuracy.
• Willingness to do work after office hours/weekends/public holidays when required.
• Proficiency in Microsoft Excel and PowerPoint.

Personal attributes

• Results-oriented mindset, with the ability to work under pressure to meet deadlines.
• Self-motivated and able to work independently.
• Strong ethics and integrity.
• Openness to learning and adapting to change.
• A collaborative and team-oriented approach.