ASSISTANT, GUARANTEE LETTER

Puteri Specialist Hospital; Malaysia; On-site; MYR 3,500 - 5,000; Full time

Job summary

Puteri Specialist Hospital is seeking a detail-oriented Insurance Administration staff to plan and process insurance/MCO guarantee letters and related queries. You will coordinate with clinicians, billing, and wards to ensure timely letters and smooth discharge based on insurer feedback.

The role requires strong communication, excellent organisational skills, and willingness to work flexible hours as needed. Proficiency in Bahasa and English is essential; Mandarin is a plus.

Qualifications

• Minimum qualification: SPM; diploma from a recognized university.
• Good interpersonal and communication skills; pleasant appearance.
• Fluent in written and spoken Bahasa and English; additional proficiency in Mandarin preferred.
• IT literate with proficiency in Microsoft Office.
• At least 3 years of experience in related fields.
• Willingness to work extra hours, including after office hours, weekends and public holidays when required.

Responsibilities

• Ensure all insurance forms are completed by admitting consultants and patients before faxing or uploading into the portal for requesting Initial or Final Guarantee Letters.
• Fax or upload copies of bills and medical reports to insurance/MCO companies for issuance of Final Guarantee Letters.
• Inform patients immediately of feedback from insurance companies and address their queries.
• Update patients and consultants on declined guarantee letters and instruct patients to pay a top-up deposit if required for cash-paying patients.
• Coordinate with the Billing Unit and Ward to facilitate discharge procedures based on insurance company feedback.
• Follow up with consultants on incomplete medical reports in a timely manner.

Skills

Interpersonal skills

Communication skills

Multilingual proficiency

Education

SPM

Diploma from a recognized university

Tools

Microsoft Office

Job description

General Description

To plan and carry out duties related to Insurance / MCO guarantee letters and queries in providing excellent quality management and continuous improvement and development in line with hospital objectives.

Responsibilities

• Ensure all insurance forms are completed by admitting consultants and patients before faxing or uploading into the portal for requesting Initial or Final Guarantee Letters.
• Fax or upload copies of bills and medical reports to insurance/MCO companies for issuance of Final Guarantee Letters.
• Inform patients immediately of feedback from insurance companies and address their queries.
• Update patients and consultants on declined guarantee letters and instruct patients to pay a top-up deposit if required for cash-paying patients.
• Coordinate with the Billing Unit and Ward to facilitate discharge procedures based on insurance company feedback.
• Follow up with consultants on incomplete medical reports in a timely manner.
• Respond promptly to all queries from insurance/MCO companies.
• Request top-up guarantee letters for inpatient or outpatient cases as needed.
• Convert patient payee codes upon receipt of initial guarantee letters.
• Update guaranteed letter validity in the Hits system.
• Coordinate with Credit Control Unit for bill submission and collection from insurance companies.
• Assist insurance/MCO representatives during ward visits.
• Refresh insurance/MCO portals every 10 minutes to ensure up-to-date information.
• Check final bills before faxing or uploading into the portal for final guarantee letters.
• Immediately fax or upload amended final bills into the portal.

Compliance & Quality

• Adhere to OSH Act & Regulations 1994, ensuring safety at work and cooperating with employer directives.
• Use protective equipment or clothing provided by the employer.
• Comply with occupational safety and health instructions and measures.
• Ensure compliance with Patient Safety Goals and the policies on Patient and Family’s Rights.
• Actively participate in and encourage compliance with ISO and other quality management systems.
• Review and adopt internal data protection policies in line with the PDPA Act 2010.
• Participate in new services introduced, aiming for continual improvement in delivery to customers.

Qualifications

• Minimum qualification: SPM; diploma from a recognized university.
• Good interpersonal and communication skills; pleasant appearance.
• Fluent in written and spoken Bahasa and English; additional proficiency in Mandarin preferred.
• IT literate with proficiency in Microsoft Office.
• At least 3 years of experience in related fields.
• Willingness to work extra hours, including after office hours, weekends and public holidays when required.

Personal Characteristics

• Strong communication and management skills.
• Excellent decision‑making, strategic thinking, leadership, interpersonal, and ethical conduct.