Client Laison Officer job at Marie Stopes UG | Apply Now

Key Responsibilities Measure

This post has four key responsibilities and related deliverables:

• Customer Service

• Coordination

• Financial Administration

• Records Management

• Reporting

Customer Service

• Maintain the best customer handling standards and train all staff at the Hospital to provide the best customer experience.

• Usher in clients warmly and ensure that they have a swift pleasant experience through efficiency of service and minimize client waiting time.

• Feedback collection

• Client follow up, support and build positive relationship to increase client loyalty and promptly resolve client complaints.

• Follow up on all patients who visited the hospital the previous day and submit the report by 12pm of the current day

• Queue management- check on each patient in the waiting area and ensure that they are attended to in a timely manner.

• Pending results/imaging/medication- using the laboratory/scan or dispensing record books, follow up on the status of pending actions and share feedback with supervisor/team leader or assigned personnel

• Excellent customer Service

• Minimised patient waiting time.

• Evidence of client loyalty

• Accurate record of client feedback of up to a minimum of 70% collection during day shift and 100% during night shift

• Timely resolution of client feedback-within 24hours

Coordination

Shift accountability

• Ensure that all hospital staff/teams are fully constituted and are on time at their respective duty stations in proper working gears.

• ensure that your duty stations, consultation rooms and hospital areas are tidy/clean and organised for the shift.

• Operations: ensure that the Hospital is fully operational in terms of power, generator, water, phones, office equipment, supplies and communicate any interruptions immediately.

• Phone and email correspondences: Answering calls and emails plus redirecting incoming and outgoing correspondences in a timely manner.

• Rota management: participate in scheduling and management of departmental rotas to ensure coverage at all times and communicate any changes to your supervisor in a timely manner.

• Office supplies- Ensure timely requisition of hospital supplies to avoid stock outs.

• Coordination and attendance of stand up by 7:45am or 7:45pm

  • 100% attendance of scheduled meetings

  • Secretary in staff meetings

  • Staff registration and 100% submission of locum invoices for all staff

  • Submission of rota by 25th of current month

  • Phone etiquette

• Requisition of hospital supplies by the 3rd day of the next month.

Financial Administration

Petty cash management

• Ensure all payments are approved and petty cash vouchers signed completely before issuing money.

• Petty cash refill (mobile money and beyonic payments)

• Ensure proper reconciliation of Petty cash.

• Attach supporting documents to all payments done.

• Safe access and thresthold.

Billing

• Ensure all billing accessories/gadgets are in place and in good working condition. Communicate any network interruption for SMART, tracksol, Visa machines or electronic payments (beyonic or mobile money) that might hinder billing

• Timely update and daily issuance of accurate interim bills to admitted patients.

• Activate accounts for cash and corporate patients and ensure there is a duly signed claim form where applicable and data captured accurately.

• Collecting co-payments or other fees upon admittance

• Completion of claim forms and ensuring that they are vetted by the doctors before submission to supervisor on a daily basis.

• Preparing bills and invoices, and documenting amounts due for medical procedures and services.

• Collecting and reviewing referrals and pre-authorizations for approval before services are given or as hospital procedure.

• Following up on missed payments, missed opportunities, and resolving financial discrepancies before end of shift.

• Investigating and appealing denied/rejected claims/bills and timely re submission.

Receipting/payments

• Ensure timely receipting of all payments received (electronic/online like beyonic, mobile money, visa, cash and cheques) and reconciliation on a daily basis.

• Receive only approved currencies as per finance guidelines.

• Verify all cash collected using the gadgets in place to avoid fake notes.

• Keep record of all originals for cancelled receipts/communications for future reference

• Report any positive or negative variances in a timely manner to your supervisor.

• Collect and keep change available at all times to carry out cash transactions

• Store cash, cheques and vouchers securely as per the department guidelines

Specialist schedules

• Prepare and update daily specialist schedules and submit for verification and payment

Banking

• Daily banking of all cash collections by 9am of the following day and submit the banking and shift report copies to your supervisor on a daily basis.

• Accuracy in filing and documentation

• Accuracy in Petty cash reconciliation.

Timely discharge of patients (by 11am)

• 100% collection of co-payments

• Zero rejection of insurance claims

• 100% collection of expected revenue from clients (cash and insurance)

• 100% accuracy in capturing of bills.

Records Management

• Ensuring the patient’s medical information is captured accurately and up to date.

• Ensure confidentiality and maintenance of all medical and non-medical records.

• File neatly, label, store safely and maintain accurate records

• Keep an updated inventory record of all MSU property at the Hospital.

• Accurate patients’ data entry

• Inventory submission by the 3rd day of eery new month

Reporting

• Compile and submit the required reports in a timely manner to the respective personness.

• Daily shift reports (at end of shift)

• Missed opportunities (at end of shift)

• Customer care call back reports (including pending results or prescriptions) by 12pm of the next day.

• Specialist schedules-daily and at end month

• Petty cash-whenever float is required.

• Performance report- daily update and at end month

• Insurance claims submission plus SMART and OFF SMART reimbursement reports- by the 17th day of current month and last batch by the 3rd of the next month Accurate/detailed and timely reports.