Patient Administration Manager

Job Intro

PATIENT ADMINISTRATION MANAGER (PAM) - Nelspruit, MP MpumalangaLocation : Hospital Division : Mbombela (Nelspruit)Role Summary : The primary responsibility of the position is to manage all Administration Staff in accordance with the requirements set out by the hospital.

Job Specification

To ensure processes are in line with the working procedures and policies of the hospital.

To deliver a marketing and communications service of uncompromising quality to all the hospital's key contributing doctors.

The PAM will be responsible for collecting and updating data on the HIMS for both patients and doctors with ensuring compliance to professional and ethical practice.

In accordance, the incumbent will be accountable for coordinating capacity building, mentoring and counselling on all levels in the Administration Department including liaison with Management.

Key Responsibilities and Accountabilities

• Manage the entire Administration Department which includes Admissions, Pre-Admissions, Billing, Auditing, Case Management, Debtors Scanning and oversee all the services which includes but not limited to Security, Cleaning, Porters, Waste Management, Hygiene, Pest Control and manage Catering.
• Month End Finance Reporting for the Directors.
• Non-clinical responsibilities with stock, stock management and control.
• HIMS (Hospital Information Management System) project manager, responsible for all Admin and Finance (debtors) development and changes.
• Manage the financial audits and control processes for internal and external audits.
• Manage the Risk environment with medical aids on all risk related issues.
• Liaison for the DHASA Network, resolving funder and hospital queries.
• Manage the Quality Management System.
• Manage the Admin Time cards, approve and sign off all admin salaries and leave.
• Responsible for implementing Admin policies and procedures.
• Set the monthly cash targets for the hospital and ensure staff maximize cash collections and minimize bad debts.
• Manage training and staff retention, development and promote staff, conduct all admin interviews and do appointments.
• Responsible for authorizing all patients' discounts, refunds, write off journals according to SOP's.
• Responsible for entire non-clinical staff's HR processes and policies.
• Manage all patient and doctor complaints, turnaround time within 8 working hours.
• Manage the services tender process, submit and collate all tenders, scrutinize and table the highlights, short list companies and discuss with management.
• Manage all staff performances and rate staff according to the performance appraisal system.
• Have a thorough understanding of Funder Contracts and Billing Rules.
• Ensure professionalism, conduct and friendliness is carried out when dealing with internal and external customers – focus on greet and smile thus enhancing the image of the hospital.
• Ensure continuous customer service improvement and the provision of quality service, care and excellence in the admin department.
• Ensure processes are in line with the working procedures and policies of the hospital.
• Build sound, productive working relationships with key stakeholders i.e., general practitioners and specialists, media and the community.
• Generate statistics and reports from available hospital information to analyse referral patterns and build a knowledge base to inform strategies and plans.
• Develop and implement marketing and communications initiatives aimed at patients, potential patients and the local community at large.
• Provide marketing and communications support to internal hospital stakeholders as well as national marketing and communications department.
• Provide input into the marketing and communication budget and manage the function creatively within the prescribed budget.
• Assist with enhancing the service to patients and clients from a communication / marketing point of view.
• Be an agent of change and be able to communicate well, on behalf of management, with all major stakeholders.
• Inpatient contact to ensure patient satisfaction.
• Ensure timely resolution of patient issues while they are still in the facility.
• Liaison with resident medical specialists and nursing teams.
• Maintain a high level of customers in their family members and friends.
• Production of monthly, quarterly and bi-annual patient experience reports.
• Through activities and customer relations achieve and improve quality metrics.
• Inspire positive work behaviour, and ability to work across all areas of the business.
• Ability to work flexible hours and weekends.
• Foster an effective working relationship with service providers and with public liability.

Education : Minimum Grade 12 (Matric)Proven management ability and minimum five years' private hospital experience. Furthermore, excellent interpersonal skills are critical, as productive relationships with stakeholders are important.

Other competencies required are analytical thinking, strategy delivery, performance through people, attention to detail, excellent time management skills, the ability to work in a pressured and changing environmentputer literacy (Goodx, Word, PowerPoint and advanced Excel)Advanced CPT & ICD knowledge & trainingMust be able to work independently and use initiative to achieve set objectives.Ability to process, analyse and interpret relevant statisticsWork Experience : Adaptability : Maintaining effectiveness when experiencing major changes in work tasks or the environment, adjusting effectively to new work structures, processes or requirements or to work within a new culture.

Makes efforts to better understand changes, Approaches changes and newness positively, Adjusts behavior.Building Customer Loyalty : Effectively meeting customer needs, building productive customer relationships, Taking responsibility for customer satisfaction and loyalty, uses key principles, Acknowledges the person\Clarifies issues at hand, Meets or exceeds needs, confirms satisfaction, remain composed under pressure.

Managing Work : Managing one's time and resources to ensure that work is completed efficiently, establishes priorities, prepares, develops schedules, Leverages resources / stays focused. Quality Orientation : Accomplishing tasks by considering all areas involved, no matter how small, showing concern for all aspects of the job, accurately checking processes and tasks, being watchful over time.

Work Standards : Setting high standards of performance for self and others, assuming responsibility and accountability for the successful completion of assignments or tasks, self-imposing standards of excellence rather than having standards imposed.

Sets standards for excellence, ensures high quality, takes responsibility, encourages others to take responsibility. Worked with complex teams to manage efficiencies, motivate and lead change. Problem-solving, analysis and judgement. Resilience & Engaging diversity. Verbal & written communication and presentation. Influencing & Drive & energy. Excellence orientation, Ethical behaviour, Building relationships, Customer responsiveness. Organisational awareness. Motivating and developing staff.

Coaching Others : The capacity to recognise development areas in others and support them to facilitate personal development through coaching. Leading and Managing Change : The capacity to implement and support change initiatives and to provide leadership in times of uncertainty. Performance Development : The ability to evaluate and develop different levels of capacity within a team to achieve set objectives. Taking Action : Capable of recognising the need for action, considering possible risks and taking responsibility for results. Decision Making : Capable of making decisions timeously and taking responsibility for the consequences.

Managing Self : Capacity to plan, organise and control own work environment by setting appropriate priorities and achieving set objectives within a given time frame. Customer Focus and Service Delivery : The capacity to identify and respond to the needs of internal and external customers. Internal and external customers include patients, doctors, colleagues, suppliers, visitors, vendors and any other person that requires a relationship. Adapting and responding to change : Capable of supporting and advocating change initiatives and managing own reaction to change. The capacity to improve systems and processes to facilitate continuous improvement. Coaching and mentoring of staff : Staff wellbeing programme, Ensuring ongoing effective clinical facilitation in the unit. Managing and implementing quality improvement. Personal Work Ethic : Capacity to instil an ethic of quality and consistency in self and others. Technical knowledge : The capacity to perform a technical function to required hospital's standards.

Visioning : The ability to provide direction in terms of action towards certain future outcomes. Empowering : Creating conditions of willingness and participation amongst teams by providing sufficient, encouragement, information, resources and authority to make the necessary decisions to accomplish tasks. Energising : Having the capacity to motivate and mobilise, impart strength, vitality and enthusiasm to teams to actualise the organisation's vision of the future. Team building : Creating team players and team effectiveness by using appropriate methods and a flexible interpersonal style to instil a cooperative atmosphere conductive to building a cohesive team. Outside orientation : Awareness of outside constituencies, emphasizing particularly the need to respond to the requirements of customers, suppliers, partners, shareholders and other interest groups, such as local communities affected by the organisation.

Global mindset : Possessing a global frame of reference that enables one to scan the external world environment for different perspectives and to adopt successful practices. The capacity to inculcate a global mentality in others by instilling shared values and cross-cultural sensitivity.

Tenacity : The capacity and courage to persevere with one's purpose in a persistent and determined manner despite opposition or setbacks, until the desired objective is obtained or it becomes clear that the objective is no longer attainable. Inspiring others, through active example, to have the courage of their convictions. Emotional intelligence : The capacity to foster trust and create an emotionally intelligent workforce whose members know themselves and know how to deal respectfully and understandingly with others. The ability to regulate and manage one's emotions in a healthy and productive manner. Life balance : Articulating and modelling the importance of the need for life balance for the long term welfare of oneself and one's employees. Resilience to stress : Appropriately balancing these various pressures to maintain stable performance.

Closing date : 10 November

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