Job Description

The Patient Services Officer (PSO) serves as the central coordinator of patient-facing administrative services at the hospital, overseeing the front desk, billing, and patient scheduling & navigation functions. This role ensures seamless patient experiences, accurate financial transactions, efficient use of digital platforms, and coordinated care pathways—particularly for chronic disease management programs. The PSO plays a critical role in maintaining high service standards, detailed documentation, and operational discipline while supporting the clinical team’s delivery of care.

Key Responsibilities

Front Desk Operations

• Manage the front desk during weekday operations, serving as the first point of contact for all patients and visitors.
• Ensure efficient and courteous handling of patient check-in, inquiries, complaints, and follow-ups.
• Maintain front office protocols for data capture, patient records, waiting room management, and emergency escalation.
• Conduct periodic customer service improvements and support documentation of service metrics.

Billing and Patient Financial Transactions

• Oversee daily billing, collections, and payment processing including cash, credit, and insurance transactions.
• Liaise with insurance companies to manage claims submission, follow-ups, and resolution of disputes.
• Maintain up-to-date patient accounts, generate Accounts Receivable (AR) reports, and track outstanding balances.
• Collaborate with the Finance Team to ensure accuracy, transparency, and compliance with financial policies.

Patient Scheduling & Navigation

• Coordinate and monitor patient appointments, follow-up visits, diagnostics, procedures, and specialist referrals.

• Ensure timely and accurate issuance and tracking of medical reports, lab test results, and discharge summaries.
• Administer and monitor the Chronic Disease Management Program ensuring continuity of care and patient adherence.
• Serve as liaison between patients, doctors, labs, and other departments to ensure seamless navigation through care pathways.

Reporting & Record Keeping

• Maintain comprehensive, accurate, and up-to-date records for all front desk, billing, and patient scheduling activities.
• Generate weekly, monthly, and ad-hoc reports for management review, including patient volume, service timelines, AR summaries, and chronic care program metrics.
• Ensure confidentiality and compliance with local data protection and health information privacy regulations.

Internal and External Relationships

• Work closely with the Nursing Team to align patient flow, triage, and procedure preparation.
• Coordinate with the Finance Team on billing, collections, reconciliations, and reporting.
• Engage with Internal Doctors to schedule and manage consultations, diagnostics, and post-care follow-ups.
• Serve as a key point of contact for External Doctors for referrals, shared care protocols, and medical reporting.
• Manage relationships with company HR contacts, insurance companies and agents, government health authorities

Expected Competencies

Qualifications and Competencies

• Bachelor’s degree in healthcare administration, business management, or a related field.
• 5–10 years of experience in a similar role within a hospital, private medical practice, or specialist clinic.
• Experience supervising administrative teams and coordinating across multidisciplinary departments.
• Strong organizational and operational skills, with a disciplined, detail-oriented approach.
• Technology-savvy: proficient in electronic medical records (EMR), billing systems, Microsoft Office Suite, and scheduling software.
• Excellent communication and customer service skills.
• High emotional intelligence, calm under pressure, and solutions focused.
• Exceptional written reporting and documentation skills.
• Adherence to Newtown Medical Center’s values of professionalism, patient-centered care, and continuous improvement, profitability, amongst others