Administrative Officer

DUTY STATION: IMC
DEPARTMENT: Billing and Administration
POSITION: Administrative Officer
REPORTS TO: Client Experience Manager and Billing Manager
INTERFACES WITH: Clients, Admin, Finance, and Medical Departments personnel

OVERALL JOB PURPOSE

This role is critical to accurate and complete registration and billing of services within the organization, as well as the collection of payments for services rendered. The key objectives for this role include:

• Ensuring all billing in the designated centre or unit is completed.
• Ensuring all cash-paying patients clear their bills.
• Preparing final bills for in-patients, collecting final settlement payments, and properly receiving them in the system.

You will be held accountable for specific performance indicators outlined in this job description and aligned with the IMG 5 pillars:

1. Patient Safety
2. Quality of Care
3. Customer Satisfaction
4. Productivity
5. Profitability

JOB REQUIREMENTS

• A good first degree/diploma with an accounting/business emphasis.
• Good and demonstrable understanding of IMG philosophy, vision, and strategy (desirable).
• Strong interpersonal skills.
• Effective communication skills (verbal & written) for interaction with clients, team members, and other staff.
• Demonstrable leadership skills (desirable).
• Computer literacy, especially MS Office.
• Knowledge and ability to use Navision (critical).
• Experience in a similar field is desired.
• Exceptional customer service.
• Ability to multi-task.
• Flexibility, attention to detail, professionalism, time management, and telephone etiquette.

PERFORMANCE INDICATORS

Key Performance Indicators:

• 100% completion of required forms by all invoicing clients.
• 100% Navision usage.
• High level of patient satisfaction as reflected in customer feedback; minimal customer complaints.
• Adherence to work standards with minimal disciplinary incidents.
• Consistent and timely feedback and troubleshooting.
• Submission of all invoices to Credit Control for follow-up.
• Effective liaison with medical personnel to ensure all billable items are included in bills.
• Daily submission of required reports.
• Adherence to IMG working hours policy (minimum of 45 hours per week).
• Punctuality of all team members as per shifts and rotas.
• Minimal number of credit memos (maximum 2 per month).
• Daily submission of invoices to vetting officers.
• Proper filing and daily submission of patient files to Finance.

General Performance Indicators:

• Teamwork and approachability.
• 100% attendance of work, department meetings, and training sessions.
• Clear working area and adherence to uniform policy.

SPECIFIC JOB RESPONSIBILITIES

1. Reception Duties
   • Receive patients promptly and professionally.
   • Keep patients informed if a doctor is late or called out.
   • Respond to patient queries efficiently.
   • Maintain a clean and tidy reception area.
2. Management of Specialists’ Appointment System
   • Maintain working knowledge of appointment systems.
   • Book appointments accurately.
3. Management of Medical Records
   • Ensure patient records are accurately filed and retrievable.
   • Retrieve and refile records as needed.
4. Information Security
   • Handle all patient interactions confidentially and in line with IMG protocols.
5. Patient Liaison/Customer Care
   • Ensure waiting areas are clean and well-maintained.
   • Address patient complaints promptly and efficiently.
   • Highlight urgent cases and report service gaps.

BILLING-SPECIFIC FUNCTIONS

• Familiarize with schemes, limits, exclusions, and benefits.
• Collect and process billing information from patients daily.
• Collect interim deposits from cash-paying patients.
• Ensure all billable items are included in final bills.
• Ensure medical claim forms are completed and signed by relevant parties.
• Prepare final bills, collect settlement payments, and report unpaid bills to Billing Manager or Credit Control Officers.
• Arrange company invoices for dispatch and cross-check them for accuracy.
• Ensure timely and proper billing of medical check-ups and chemotherapy patients.

EQUIPMENT AND MACHINERY

• Computers
• Printers
• Fax machines
• Telephones

SYSTEMS/TECHNOLOGY

• Proficient use of MS Office and Navision.

PHYSICAL, MENTAL, EMOTIONAL, AND ENVIRONMENTAL DEMANDS

• Extended periods at a keyboard.
• High levels of concentration required.
• Managing interruptions while maintaining accuracy.
• Ability to handle difficult client interactions maturely and patiently.

WORKING HOURS

• Minimum of 45 hours per week as per IMG policy, with flexibility for weekend and night shifts.

FUNCTIONAL STATEMENT

You may occasionally deal with difficult or aggressive clients. You are expected to embody and adhere to the values of the organization, which include:

1. Accountability
   • Take responsibility for actions and decisions, and respond positively to feedback.
2. Dignity
   • Treat all clients and partners with respect.
3. Commitment to Excellence
   • Deliver exceptional outcomes through dedication and accountability.
4. Compassion
   • Demonstrate empathy and go the extra mile to meet clients’ needs.
5. Building Hope
   • Provide quality care with a broader social impact.
6. Innovation
   • Strive for continuous improvement and creativity in service delivery.
7. Integrity
   • Ensure honesty and fairness in all dealings.
8. Investing in People and Services
   • Develop staff, advance facilities, and enhance service quality.

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