Patient Service Manager

About the role :

We are seeking a dedicated and compassionate Patient Service Manager to join our healthcare team. This pivotal role is responsible for overseeing patient service operations, ensuring exceptional care delivery, and enhancing the overall patient experience. The ideal candidate will bring strong leadership skills, a deep understanding of healthcare processes, and a passion for improving patient satisfaction. If you thrive in a fast-paced environment and are committed to excellence in healthcare service, we invite you to apply and make a meaningful impact on the lives of our patients.

• Critical Outputs :

Ensure effective quality management and customer care by

Monitoring and improving quality metrics

Managing data integrity and compliance to Life working procedures

Developing and maintaining relationships with stakeholders

Ensure effective people management by

Demonstrating visible leadership skills in respect of Life values, operating models and strategies in order to

support diversity and transformation

Actively leading meetings and ensure participation of all members in order to ensure ISO compliance

Ensuring quality staff members are recruited to fill approved vacancies in accordance with the company’s

transformation objectives

Providing direction and inspiration to ensure staff are motivated and productive

Managing and reviewing training plans that are compliant to Life’s WSP requirements in order to enable

talent development

Managing the performance of staff through the performance improvement process

Ensuring all transactional processing is complete in order to provide employee compensation and benefits

Ensuring productive working relationships are supported with minimum IR issues

Ensuring all exit interviews are conducted in order to ensure the retention of staff

Managing people in a manner that respects diversity and ensures a fair work-life balance to ensure

employee wellness

Ensure effective and accurate billing by

Driving the accurate and timeous billing process to ensure DSO and Shaka targets are achieved

Managing the bill auditing process in order to achieve accurate billing data

Ensuring compliance with the clinical code of conduct to ensure the accurate interpretation of a patient

event

Ensure effective interpretation & application of contracts and funder rules by

Managing the admissions department to ensure that they comply with the funder rules

Managing the collection of outstanding co-payments from patients

Reducing and managing the risk associated with RSRT’s by making recommendations regarding patient

based data

Facilitating effective cash flow management by

Implementing processes from pre-admission to submission of an account in order to ensure DSO targets

are achieved

Implementing cash management processes to prevent losses

Ensure effective operational capabilities by

Managing and implementing PS business plans in order to ensure optimal functioning

Governance and risk management

Preparing and ensuring sound audit compliances to achieve optimum business ethics

Participating and developing action plans within the risk management teams to appropriate the correct

controls

Support tip-off investigations

Relevant clinical qualification - Nursing qualification - preferably Registered nurse (Diploma or Degree) with

proven Case Management and Coding Experience

Minimum of five years relevant private healthcare industry and proven leadership, change and people

management experience

Current registration with the relevant professional / regulatory body

Understanding of the private healthcare industry, its challenges and role players would be an advantage

Understanding of basic financial principles (i.e. budgets, credit management, planning)

Computer proficiency

Driver’s license and ability to travel

Problem-solving, analysis and judgement

Engaging diversity

Verbal & written communication and

presentation

Influencing

Excellence orientation

Customer responsiveness

Organisational awareness

Leading my example (Key for Managers)

Motivating and developing people(Key for

Managers)

Ethical behaviour