Patient Billing Coordinator

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Hospital Location: 600103

Job Title: Patient Billing Coordinator (SPOC)

Department: Billing & Patient Services Reports To: Hospital Administrator / Finance Manager Location: Chennai, Tamil Nadu Employment Type: Full-Time

Job Summary

We are looking for a dedicated and assertive Patient Billing Coordinator to act as the Single Point of Contact (SPOC) for patients—from admission to discharge. You will be responsible for ensuring a seamless patient experience while maintaining strict financial discipline. The primary goal of this role is to ensure 100% daily payment collection before 8:00 PM while providing empathetic financial counseling and coordination for domestic and international patients.

Non-Negotiable Key Performance Indicators (KPIs)

• Daily Payment Closure: All outstanding payments for the day must be collected and closed before 8:00 PM without exception.
• Follow-Up Cycle: Part-payment follow-ups must be conducted with patient attenders every 6 hours until financial commitments are met.
• Zero Misses: 100% accuracy in patient checklists (documents, approvals, services) before handover or discharge.

Key Responsibilities

1. Financial Counselling & Revenue Management

• Cost & Benefit Explanation: Clearly explain treatment estimates, package inclusions/exclusions, and the comparative benefits of different treatment options to patients and attenders.
• Surgical & Financial Risks: Explain the potential costs associated with surgical complications and obtain necessary financial consent/approvals beforehand.
• Insurance & Payments: Assist attenders in processing insurance claims or making direct payments. Act as a bridge between the patient and the TPA/Insurance desk.
• Discount Management: Obtain approvals for any discounts or exceptions strictly within defined hospital limits.
• Collections: Coordinate closely with the billing and accounts team to ensure timely collection of all dues before the patient leaves the premises or retires for the night.

2. Patient Admission & Coordination (SPOC)

• End-to-End Management: Handle all OPD, IPD, and surgical admissions. You are the "face" of the hospital for the patient from entry to exit.
• Scheduling: Coordinate appointments, surgery schedules, diagnostic tests, and discharge planning across various departments (Nursing, OT, Lab).
• International Patient Care: Manage logistics and specific needs for international patients, ensuring they feel comfortable and understood.

3. Communication & Counselling

• Process Guidance: Explain hospital workflows, expected length of stay, and non-clinical aspects of care in a reassuring manner.
• Clinical Escalation: While you will explain general concepts, you must strictly escalate detailed clinical/medical queries to the Senior Medical Staff or Clinical Directors.
• Language Versatility: Communicate fluently in English (and Hindi, where applicable) to ensure patients from different regions clearly understand the financial and operational procedures.

4. Documentation, Process Control & Checklist Ownership

• Checklist Management: Create and maintain a specific checklist for every patient covering documents, approvals, and services. Track this daily to ensure no "misses."
• Records Management: Manage case sheets, estimates, bills, investigation reports, and consent forms. Ensure accurate data entry into the Hospital Information System (HIS) / EMR.
• Digital Updates: Share reports, bills, and summaries with patients via approved digital channels (Email, Portal, WhatsApp).
• Discharge Summaries: Monitor the preparation of discharge summaries to ensure they are ready on time for patient exit.

5. Internal Coordination & Feedback

• Inter-Departmental Liaison: continuously collaborate with Doctors, Nursing, OT, Diagnostics, and Front Office teams to ensure the patient moves smoothly through the system.
• Service Recovery: Proactively identify unhappy patients and resolve their non-clinical issues immediately to ensure high patient satisfaction scores.
• Escalation: Report administrative or operational bottlenecks to the HR or Hospital Administrator immediately.

Required Skills & Competencies

• Financial Firmness: Ability to discuss money matters confidently and negotiate payment collection without being rude.
• Medical Literacy: Sound knowledge of biology and medical terminology to explain treatment benefits and bills intelligently.
• System Proficiency: Hands-on experience with Hospital Information Systems (HIS), EMR, and digital communication tools.
• Multi-Tasking: Ability to manage multiple patient files simultaneously while adhering to the strict 6-hour follow-up cycle.

Qualifications & Preferences

• Education: Bachelor’s degree in any discipline (Mandatory). Background in Science/Life Sciences is a strong plus.
• Experience: Prior experience in Hospital Patient Coordination, Medical Tourism, or Insurance Desks is highly advantageous.
• Language Skills:
• English: Excellent spoken and written skills are mandatory.
• Hindi: Immediate hiring preference given to candidates fluent in Hindi to manage diverse patient demographics.
• Regional Preference: We strongly encourage candidates from Kerala, Manipur, Assam, and North East India to apply, due to their proven track record in adaptability, communication, and patient care. However, we are open to skilled candidates from all regions.

Job Type: Full-time

Pay: ₹15,000.00 - ₹25,000.00 per month

Benefits:

• Provident Fund

Application Question(s):

• Spoken Arabic, Hindi & Fluent English is an added Advantage.

Experience:

• Patient Coordinator: 3 years (Preferred)

Work Location: In person