Background information about the job or company (e.g., role context, company overview)

Aga Khan University Hospitals in Karachi, Pakistan and Nairobi, Kenya are private, not-for-profit institutions providing high quality health care. The Main Hospitals serve as the principal sites for clinical training for the University's Medical Colleges and Schools of Nursing and Midwifery in Pakistan and East Africa. Our Vision of Aga Khan University Ho...

Responsibilities or duties

Provide outstanding customer services to patients, public and AKU staff and ensure inquiries and complaints to the department are addressed expeditiously.

Consistently always provide full coverage at the front desk by clocking in and out in the HR time management software.

Apply all functional computer applications to process daily front office transactions at compliance level standards within 30 days of introduction.

As a patient services coordinator, maintain a manual invoice and receipt process in the event of a computer system malfunction and upon resumption of computer system., update data and records in the computer system.

Coordinate Maternity booking for delivery packages, Main hospital Admission of patients and Pre-Authorizations.

Ensure patients are registered accurately, following two patient identifiers –Ak number and patient full names.

Beware of the down time and data protection procedure in the event of a system failure.

Account for and balance all monies collected from patients on daily basis then bank the money or hand over the monies to clinic in charge for safe keeping at the end of a work shift awaiting banking the following day. To know the Zero Tolerance Policy.

Look in the computer system and verify and confirm credit services that are applicable to corporate employees as per the account entitlement details.

Ensure the Pre-Authorizations are dully completed by the Physician’s and sent to corporations for approval within 24hours.

Liaise with clinic in charge, manager, and patient’s insurance company regarding any uncertain approval of such cases.

Check and verify patient data in the computer system and bill the correct patient for the right services and collect the right amount of payment for the services.

Verity that all benefits for corporate employees are billed as per SMART CARD entitlement.

Ensuring Patient biometric registration is done.

Assist other patient services staff when the need arises to foster overall efficiency of the department and deliver timely patient care.

Creation, Storage, retrieval, and general maintenance of patients’ records.

Answers both internal and external phone calls promptly and respond appropriately. Communicate messages promptly and accurately to concerned Persons to help in the maintenance of smooth organization of patient care

Re confirm/Updates contact numbers of patients. In addition, ensure realistic appointments are booked and rescheduling is done on timely basis. Rescheduling of appointments by the physicians must be communicated to the patients on time by the staff at the consulting clinics.

Complete any other duties that may be required by the supervisor or manager.

Qualifications or requirements (e.g., education, skills)

Diploma in Medical records

Experience needed

2 years working in a busy front office preferably in a service oriented industry

Any other provided details (e.g., benefits, work environment, team info, or additional notes)

Proficient in computers

Proficient in handling, counting and recording cash & cash transactions.

• Provide outstanding customer services to patients, public and AKU staff and ensure inquiries and complaints to the department are addressed expeditiously.
• Consistently always provide full coverage at the front desk by clocking in and out in the HR time management software.
• Apply all functional computer applications to process daily front office transactions at compliance level standards within 30 days of introduction.
• As a patient services coordinator, maintain a manual invoice and receipt process in the event of a computer system malfunction and upon resumption of computer system., update data and records in the computer system.
• Coordinate Maternity booking for delivery packages, Main hospital Admission of patients and Pre-Authorizations.
• Ensure patients are registered accurately, following two patient identifiers –Ak number and patient full names.
• Beware of the down time and data protection procedure in the event of a system failure.
• Account for and balance all monies collected from patients on daily basis then bank the money or hand over the monies to clinic in charge for safe keeping at the end of a work shift awaiting banking the following day. To know the Zero Tolerance Policy.
• Look in the computer system and verify and confirm credit services that are applicable to corporate employees as per the account entitlement details.
• Ensure the Pre-Authorizations are dully completed by the Physician’s and sent to corporations for approval within 24hours.
• Liaise with clinic in charge, manager, and patient’s insurance company regarding any uncertain approval of such cases.
• Check and verify patient data in the computer system and bill the correct patient for the right services and collect the right amount of payment for the services.
• Verity that all benefits for corporate employees are billed as per SMART CARD entitlement.
• Ensuring Patient biometric registration is done.
• Assist other patient services staff when the need arises to foster overall efficiency of the department and deliver timely patient care.
• Creation, Storage, retrieval, and general maintenance of patients’ records.
• Answers both internal and external phone calls promptly and respond appropriately. Communicate messages promptly and accurately to concerned Persons to help in the maintenance of smooth organization of patient care
• Re confirm/Updates contact numbers of patients. In addition, ensure realistic appointments are booked and rescheduling is done on timely basis. Rescheduling of appointments by the physicians must be communicated to the patients on time by the staff at the consulting clinics.
• Complete any other duties that may be required by the supervisor or manager.

• Proficient in computers
• Proficient in handling, counting and recording cash & cash transactions.

• Diploma in Medical records