[Contract] Manager, Patient Financial Services

Singapore General Hospital; Singapore; On-site; SGD 90,000 - 130,000; Full time

Job summary

Singapore General Hospital Pte Ltd. seeks a senior leader to head the Self-Payor and Corporate Accounts collection team.

Translate objectives into portfolio priorities, allocate workload, monitor recovery and ageing, and provide accurate management reporting to sustain AR reduction and service standards. Responsibilities include balancing containment with high-value campaigns, assigning portfolios, maintaining coverage, coaching staff, and guiding escalation.

Qualifications

• Degree in Accountancy/ Finance/ Business or related discipline.
• At least 6-8 years in healthcare finance or patient billing is preferred.
• Experience in AR, credit control, collections, billing or similar operational environments with supervisory experience.
• Ability to lead, coach and develop staff while managing portfolios and workloads.
• Strong numerical, analytical, problem-solving skills including reporting and process improvement.
• Proficient in standard office, reporting and case-management systems and stakeholder engagement.

Responsibilities

• Lead Self-Payor and Corporate Accounts collection team; translate objectives into priorities; allocate workload and daily execution.
• Monitor recovery, ageing, productivity and quality; provide accurate management reporting.
• Balance early-age containment with high-value campaigns; review outcomes and redirect resources.
• Allocate portfolios, queues and duties by volume, complexity and capability; maintain coverage.
• Train and coach staff on collection practices and confidentiality; provide feedback and development records.
• Oversee escalation, complex-case handling and stakeholder coordination; ensure governance and compliance.

Skills

Leadership

Staff coaching & development

Analytical skills

Problem solving

Stakeholder communication

Education

Degree in Accountancy/ Finance/ Business

Tools

Accounts receivable systems

Billing systems

Reporting systems

Job description

Lead the collection team responsible for Self-Payor and Corporate Accounts. Translate managementobjectivesinto portfolio priorities, workloadallocationand daily execution; monitor recovery, ageing,productivityand quality; develop staff capability; oversee complex-case escalation and stakeholder coordination; and provideaccuratemanagement reporting to support sustained accounts receivable reduction and strong service standards.

• Translate approved AR objectives into collection priorities, portfolio segments, service levels and action plans.

• Balance early-age containment with aged, high-value and broken-promise campaigns.

• Review outcomes and redirect resources where the operational impact is highest.

• Allocate portfolios, queues and daily duties according to volume, complexity, capability and operational need.

• Maintain cross-coverage and rebalance workloads to avoid unattended accounts or service gaps.

• Conduct team briefings and communicate priorities, procedures and expected standards.

• Manage attendance, leave planning and operational coverage within departmental arrangements. Workloads are balanced and priority accounts remain covered

• Set officer-level measures aligned with approved programme KPIs and management standards.

• Monitor recovery, coverage, ageing migration, commitments, broken promises, cycle time and documentation quality.

• Conduct case sampling and validate officer-level attribution to minimise errors and duplication.

• Train and coach staff on collection practices, systems, communication, documentation, escalation and confidentiality.

• Provide timely feedback and support staff in difficult or sensitive interactions. Assess competency and development needs and maintain appropriate records.

• Address recurring errors or unsatisfactory performance through approved processes. The team is capable, consistent and supported. Review high-value, disputed, sensitive, repeated broken-promise and other complex cases.

• Guide officers on the appropriate recovery path, handover or escalation.

• Oversee complaint review, root-cause identification and corrective action.

• Ensure handovers contain complete history, evidence, next action and rationale. Complex matters progress with clear ownership and control.

• Lead regular operational reviews covering assignments, high-value cases, ageing risks and pending actions.

• Coordinate recovery reviews with PFS, 1FSS and other relevant stakeholders.

• Remove billing, payer, process or documentation barriers through clear action ownership.

• Communicate material risks, dependencies and decisions to management promptly Stakeholders share a common view of priorities and actions.

• Prepare and validate weekly and monthly reporting on AR movement, cash collection, valid resolutions, adjustments and ageing.

• Provide analysis by portfolio, care setting, officer and outcome category where required.

• Distinguish cash recovery from other valid resolutions and adjustments.

• Present concise commentary on results, variance, risks and recommended action. Management receives timely and decision-useful information.

• Review workflows, controls, templates and trackers and implement approved improvements.

• Coordinate user acceptance testing and operational readiness for relevant changes.

• Ensure appropriate access, equipment, references and operating resources are available.

• Maintain continuity and escalation arrangements for system, staffing or process disruptions. Operations remain efficient, controlled and sustainable.

• Ensure the team safeguards confidential information relating to SGH, patients, SingHealth and other parties.

• Monitor adherence to policies, collection practices, delegation limits and information-handling requirements.

• Ensure documents, reports and approvals are complete, authorised and securely maintained.

• Escalate suspected control breaches or material compliance issues through approved channels. The function operates within approved governance requirements.

Requirement

• Degree in Accountancy/ Finance/ Business or a related discipline.

• At least 6-8 years or more of relevant experience in the healthcare industry.

• Experience in accounts receivable, credit control, collections, billing, or similar operational environments, with supervisory or team leadership experience preferred. Healthcare finance or patient billing experience is an advantage.

• Ability to lead, coach, and develop staff while managing portfolios, workloads, and team performance effectively.

• Strong numerical, analytical, and problem-solving skills, including performance reporting, complex case assessment, root-cause analysis, and process improvement.

• Proficient in standard office, reporting, and case-management systems, with the ability to engage and collaborate effectively with stakeholders.