Supervisor, Business Office

Sunway Medical Centre Penang; Seberang Perai; On-site; MYR 60,000 - 90,000; Full time

Job summary

Sunway Medical Centre Penang is seeking a capable supervisor to lead the Business Office team, overseeing admissions, guarantee letters, discharges and billing operations. You will ensure compliant processes, monitor insurers and COA timelines, and drive performance while delivering high patient service quality.

The role requires a Diploma in a related field with 3–4 years hospital administration experience.

Qualifications

• Minimum Diploma in Business Administration, Healthcare Administration, Management or a related field.
• 3-4 years of working experience, preferably in healthcare or hospital Business Office environment.
• Experience in front counter / patient administration is an advantage.
• Working knowledge of billing, registration and hospital information systems.
• Knowledge of insurance, guarantee letter processes and different payment modes is an advantage.
• Good people management and supervisory skills.
• Strong leadership, analytical and problem-solving skills.
• Excellent interpersonal and communication skills.
• Proficient in English and Bahasa Malaysia; additional languages are an advantage.
• Able to manage multiple tasks, prioritise work and make decisions under pressure.

Responsibilities

• Supervise the daily operations of the Business Office and ensure smooth and timely workflow.
• Plan and allocate daily duties based on workload, patient volume and staff competency.
• Prepare staff schedules and rosters according to operational requirements.
• Supervise the Initial Guarantee Letter (IGL) application process and ensure timely submissions.
• Monitor pending, deferred and rejected IGL applications with insurers and TPAs.
• Supervise inpatient admission and discharge processes with accurate patient, insurance and financial data.
• Monitor Interim GL, Top-Up GL and additional deposit requirements to minimise exposure.
• Supervise Final Guarantee Letter (FGL) submissions after discharge.
• Monitor insurance queries, deferments and non-payables and ensure timely resolution.
• Ensure accurate splitting of insurer-covered and patient-payable items.
• Review bills, trackers and reports to ensure follow-up and timely submission to Credit Control.
• Liaise with doctors, insurers, TPAs, agents, patients and internal departments to resolve issues.
• Supervise Business Office staff and provide guidance on daily operations.
• Identify training needs and provide feedback on performance.
• Monitor KPIs, turnaround times and productivity; suggest process improvements.
• Handle customer inquiries and complaints with a high standard of patient service.
• Ensure compliance with hospital policies, SOPs, and safety standards.

Skills

People management

Leadership

Analytical skills

Problem-solving

Interpersonal skills

Communication skills

Multitasking

Education

Diploma in Business Administration

Diploma in Healthcare Administration

Tools

Billing system

Hospital Information System

Insurance claim processes

Job description

Job Purpose
To supervise the Business Office team in ensuring smooth and efficient admission, guarantee letter and discharge operations. The role is responsible for monitoring insurance guarantee processes, bill movements, team performance and customer service while supporting revenue management objectives.

Key Responsibilities

Supervise the daily operations of the Business Office and ensure smooth and timely workflow.

Plan and allocate daily duties based on workload, patient volume, manpower and staff competency.

Prepare staff schedules and rosters according to operational requirements.

Supervise the Initial Guarantee Letter (IGL) application process and ensure applications are complete and submitted within the required turnaround time.

Monitor pending, deferred and rejected IGL applications and ensure timely follow-up with insurers, TPAs and relevant parties.

Supervise inpatient admission and discharge processes, ensuring accurate patient, insurance and financial information is captured.

Monitor Interim GL, Top-Up GL and additional deposit requirements to minimise financial exposure and coverage shortfalls.

Supervise the Final Guarantee Letter (FGL) application process and ensure timely submission after patient discharge.

Monitor insurance queries, deferments and non-payable items and ensure timely resolution.

Ensure accurate splitting of insurer-covered and patient-payable items.

Review bills, trackers and management reports to ensure outstanding items are properly followed up and submitted to Credit Control within the required timeline.

Liaise with doctors, insurers, TPAs, agents, patients and internal departments to resolve operational and insurance-related issues.

Supervise Business Office Assistants and Senior Business Office Assistants and provide guidance on daily operations.

Identify staff training and development needs and provide feedback on staff performance.

Monitor departmental KPIs, turnaround times, workload and productivity and recommend process improvements.

Handle customer enquiries and complaints professionally while maintaining a high standard of patient service.

Ensure compliance with hospital policies, SOPs, quality standards, safety requirements and professional ethics.

Job Requirements

Minimum Diploma in Business Administration, Healthcare Administration, Management or a related field.

3-4 years of working experience, preferably in the healthcare industry or a hospital Business Office environment.

Experience in front counter / patient administration will be an advantage.

Working knowledge of billing, registration and hospital information systems.

Knowledge of insurance, guarantee letter processes and different payment modes will be an advantage.

Good people management and supervisory skills.

Strong leadership, analytical and problem-solving skills.

Excellent interpersonal and communication skills.

Proficient in English and Bahasa Malaysia. Additional languages will be an advantage.

Able to manage multiple tasks, prioritise work and make appropriate decisions in challenging situations.

Responsible, reliable and able to work independently.

Able to work under pressure and handle a fast-paced healthcare environment.

Strong customer service orientation and professional manner.

Sunway Healthcare is part of the Sunway Group, one of Malaysia's largest conglomerates with core interest in property, construction, education and healthcare. The group currently runs Sunway Medical Centre, which is one of the largest private tertiary hospitals in the region with 636 beds and is accredited with the Australian Council on Healthcare Standards (ACHS). The group is also building 5 more hospitals in different cities in Malaysia which will complete in stages over the next four years.

Sunway Healthcare is part of the Sunway Group, one of Malaysia's largest conglomerates with core interest in property, construction, education and healthcare. The group currently runs Sunway Medical Centre, which is one of the largest private tertiary hospitals in the region with 636 beds and is accredited with the Australian Council on Healthcare Standards (ACHS). The group is also building 5 more hospitals in different cities in Malaysia which will complete in stages over the next four years.