Senior Executive/Assistant Manager (Patient Response Team)

National Cancer Centre Singapore Pte Ltd; Singapore; Presencial; SGD 47.000 - 69.000; Jornada completa

Descripción de la vacante

National Cancer Centre Singapore Pte Ltd is seeking a Billing & Customer Service Associate to support the Business Office in handling complex billing inquiries and ensuring smooth team operations. You will work with internal stakeholders to resolve issues, maintain documentation, and assist with audits and process improvements.

The role emphasizes accuracy, excellent communication, and strong collaboration across departments to improve patient experience and ensure compliance with billing

Formación

• Bachelor’s degree required; healthcare or business degree preferred.
• Minimum 2 years’ experience in customer service or healthcare is advantageous.
• Proficient in Microsoft Word, Excel, PowerPoint and Outlook.
• Strong interpersonal skills with empathy for others.
• Excellent communication and stakeholder management skills, with proven experience in patient experience or service quality initiatives.
• Strong analytical and critical thinking abilities with practical problem solving.

Responsabilidades

• Handle first-level investigations of billing feedback and escalate complex cases with findings.
• Collaborate with stakeholders to gather information and support resolution.
• Maintain accurate case documentation and support bill adjustments, waivers, and refunds.
• Oversee hotline staffing and outbound calls to patients for timely inquiries.
• Respond to calls with scripts, provide accurate information, and resolve at first contact when possible.
• Monitor call documentation and escalate complex inquiries to supervisors as needed.
• Process patient bills, waivers and cancellations in OAS with high accuracy.
• Liaise with NHPC and workers to investigate bills rejected by insurers.
• Supervise Associate Executives to maintain accuracy via regular audits.
• Coordinate training, monitor performance metrics, manage schedules, and support actions.
• Analyze billing feedback trends and report to support service improvement.
• Serve as liaison between internal/external stakeholders to ensure regulatory compliance.

Conocimientos

Customer service

Communication

Stakeholder management

Analytical thinking

Multitasking

Attention to detail

Team collaboration

Educación

Bachelor's Degree in any discipline

Degree in healthcare or business administration (preferred)

Herramientas

Microsoft Word

Microsoft Excel

Microsoft PowerPoint

Outlook

Descripción del empleo

About Us

The National Cancer Centre Singapore (NCCS) is a leading national and regional tertiary cancer centre, attending to the majority of cancer cases in Singapore’s public healthcare sector. We offer world class oncology care by having the best talent, doing robust clinical and translational research and leading education efforts to improve cancer outcomes. Join us to build a meaningful career and offer patients hope for a cancer-free tomorrow.

About the Role

Reporting to the Senior / Manager of Business Office, you support the manager in the efficient handling of complex billing-related enquiries and ensuring smooth team operations. You will work closely with team members and stakeholders to maintain high service standards and assists in implementing changes and supports continuous improvement initiatives.

Key Responsibilities:

• Handle first-level investigation of billing-related feedback and enquiries and escalates complex cases to the manager with preliminary findings and recommendations.
• Collaborate with internal stakeholders to gather information, support enquiry resolution, and ensure compliance with established billing processes and procedures.
• Maintain accurate case documentation and support bill adjustment processes, including cancellations, waivers and refunds.
• Assist to oversee the manning of Business Office hotline and outbound calls to patients, ensuring timely and professional handing of enquiries by all team members.
• Respond to incoming calls in accordance with established scripts and procedures, provide accurate information, and resolved cases at first contact where possible.
• Maintain proper call documentation and escalates complex enquiries to supervisors in a timely manner.
• Process patient bills, waivers and bill cancellation in OAS with high accuracy and attention to details, ensuring compliance with established billing protocols and financial policies.
• Monitor and track billing submissions in the National Platform for Healthcare Claims (NHPC) and liaise with billing team to investigate bills which are rejected for claims by insurers.
• Assist to supervise Associate Executives in the processing of bills to maintain high accuracy standard through regular audits.
• Support the smooth functioning of the team by coordinating training activities, monitoring performance metrics, managing schedules and duty coverage, and providing administrative support through meeting documentation and follow-up of action items.
• Collect, analyse and report billing feedback trends and resolution metrics to support service improvement and operational effectiveness.
• Serve as a key liaison between internal and external stakeholders, including departments, government agencies, insurers and regulatory bodies, to facilitate effective communication, resolve billing-related matters, support cross-functional improvement initiatives, and ensure timely dissemination and compliance with health financing policies.
• Monitor compliance with billing feedback handling procedures, conduct quality reviews of case documentation, identify and escalated systemic issues, and support the continuous enhancement of processes, SOPs, and service quality through regular reviews and improvement initiatives.
• Participate and support institutional assignments and any other duty when assigned.

Job Requirements

• A recognised Bachelor’s Degree in any discipline, and degree in healthcare related fields or business administration is preferred.
• Minimum 2 years’ experience
• Experience in customer service or healthcare would be an added advantage
• Proficient with Microsoft Word, Excel, PowerPoint and Outlook Strong interpersonal skills with empathy for others
• Excellent communication and stakeholder management skills, with proven experience in patient experience, customer service excellence, or service quality improvement initiatives.
• Strong analytical and critical thinking skills with the ability to identify issues and develop practical solutions.
• Ability to manage multiple priorities effectively and thrive in a fast-paced, dynamic environment.
• Meticulous, resourceful and self-driven, with a strong sense of accountability and attention to detail.
• Excellent team player with a collaborative mindset and commitment to achieving shared goals.