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Not stated
Work mode
On-site
Experience
Some experience
About the role
You will join the Business Office team at the National Cancer Centre Singapore, reporting to the Senior / Manager of Business Office. The role focuses on handling complex billing-related enquiries and keeping team operations running smoothly. It suits someone with a healthcare or business administration background who is meticulous, analytical and comfortable working with multiple stakeholders.
What you'll do
Carry out first-level investigation of billing feedback and enquiries, escalating complex cases to the manager with preliminary findings and recommendations.
Work with internal stakeholders to gather information, support enquiry resolution and ensure compliance with billing processes and procedures.
Keep accurate case documentation and support bill adjustment processes such as cancellations, waivers and refunds.
Help oversee manning of the Business Office hotline and outbound patient calls, ensuring timely and professional handling by all team members.
Respond to incoming calls following established scripts and procedures, providing accurate information and resolving cases at first contact where possible.
Maintain proper call documentation and escalate complex enquiries to supervisors promptly.
Process patient bills, waivers and bill cancellations in OAS accurately, following billing protocols and financial policies.
Monitor and track billing submissions in the National Platform for Healthcare Claims (NHPC) and liaise with the billing team on bills rejected by insurers.
Assist in supervising Associate Executives processing bills, maintaining accuracy through regular audits.
Coordinate training activities, monitor performance metrics, manage schedules and duty coverage, and provide administrative support such as meeting documentation and follow-up on action items.
Collect, analyse and report billing feedback trends and resolution metrics to support service improvement.
Act as a key liaison between internal and external stakeholders, including departments, government agencies, insurers and regulatory bodies, to resolve billing matters and support cross-functional improvement initiatives.
Monitor compliance with billing feedback handling procedures, conduct quality reviews of case documentation, identify and escalate systemic issues, and support enhancement of processes, SOPs and service quality.
Participate in and support institutional assignments and other duties as assigned.
Good to know
Based in Singapore.
Requirements
Recognised Bachelor's Degree in any discipline; healthcare-related or business administration degree preferred
Minimum 2 years' experience
Customer service or healthcare experience an added advantage
Proficient in Microsoft Word, Excel, PowerPoint and Outlook
Strong interpersonal skills with empathy for others
Excellent communication and stakeholder management skills
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