Patient Admin Supervisor

Key Accountabilities

• Operational Management

• Managing Patient Experience

• Compliance with Regulations

• Staff Supervision and Training

• Budgeting and Financial Management

• Scheduling and Workflow Optimisation

• Patient Safety and Care

• Performance Metrics and Reporting

• Risk Management and Incident Reporting

Specific Responsibilities for this Role

• Align daily operations with the company’s values and culture.

• Support the team in achieving departmental goals and objectives.

• Supervise work outputs related to appointment scheduling, patient registration, medical insurance & billing.

• Provide training and mentorship to team members to ensure quality standards and service delivery.

• Continuously maintain an enabling environment where you can develop and grow your team.

• Orientate new joiners and sign of probation periods.

• Ensure professional conduct and discipline within the team is followed.

• Provide support in the recruitment and selection process of team members.

• Monitor employee scheduling of the department to ensure operational coverage.

• Support and monitor cost management initiatives.

• Provide support related to attendance, leave, overtime, staff allocations, uniform, dress code and personal hygiene.

• Support staff engagement initiatives.

• Continuously monitor and measure plans against quality indicators and department objectives, ensuring regular audits are in place, analyse the data and give relevant feedback.

• Complete yearly appraisals, coach & developing the team.

• Maintain quality service by ensuring quality customer service standards, identifying trends & recommending process improvements.

• Complaint management & process improvements linked to overall patient experience.

• Participates in Hospital training programs.

• Strictly adheres to NMC’s regulations and policies especially those related to infection control, patient safety & JCI.

• Supports Continuous Quality Improvement and participates and contributes to all the quality assurance activities of the service.

• Exercises effective interpersonal skills in dealings with department staff, colleagues and management.

• Maintains patient & staff confidentiality.

• Investigate billing discrepancies by reviewing the patient’s records, insurance information, and charges to identify errors.

• Address patient concerns regarding incorrect charges or billing questions and facilitate resolution in a professional manner.

• Track outstanding bills and provide regular updates to management regarding billing performance, collections progress.

• Identify trends in patient billing issues and recommend process improvements to enhance efficiency and reduce billing errors.

• Generate detailed reports on patient invoices, outstanding balances, and payment collections.

• To create and continuously maintain an enabling environment where people can develop and grow.

• To ensure that performance management contracts are in place for the team.

• Conduct and document bi-annual performance conversations .

• Identify high potential talent and ensure that development plans are facilitated in cooperation with Human Resources.

• Ensure that a training plan is developed and monitored to ensure continuous sharing of knowledge and skill.

• Monitor the quality of onboarding for new employees; new employees are orientated and probation periods are signed off .

• Maintain professional conduct and discipline within the team.

• Work closely with the recruitment team to recruit and select competent employees .

• Monitor employee scheduling of the department to ensure sufficient operational coverage.