Pe Ni Chan

1. Involved in planning of SOP and process flow standardization within hospital specifically and as a group generally. Visited 8 hospitals nationwide to identify best practices to customize to own hospital requirement and culture.

2. Work very closely with nursing, other charging department and finance team on charging, pricing and billing related matters, e.g., how to prevent or reduce omitted or late charges and to ensure billing accuracy.

3. Recommended methods to ensure data accuracy and data integrity by performing sanity checking via random audit, suggested identity verification system (biometric and facial recognition) and record storing via scanning of ID or passport in server instead of filing in physical file which is part of e-MR evolution.

4. Working very closely with credit control team (internal and HQ) to prevent bad debts and to improve recovery success rate by performing frequent deposit top up, financial counselling before, during admission or upon discharge.

5. Trained second liners to in-charged of daily routine tasks which involved administration, manpower allocation etc.

6. Accomplished major success in merging of two inter-related departments, front office and business office which comprises of cashiering, registration, admission, discharge, bed management, insurance, financial counselling, and billing into one main department which had proven to be more efficient & effective in terms of process flow, collaboration and overall team spirit.

7. Initiate, lead and collaborate multiple quality improvement projects with relevant departments, e.g. multi functioned counters, priority lane, privilege counter, data validation, pricing app, identity verification system, admission & discharge monitoring system, data e-storage, registration, admission, payment & refund turnaround time monitoring system etc.

8. Involved in fee committee meetings with consultants, medical affairs, finance & medical director and appointed as fee committee member since Dec '19.

9. Introduced counter on wheel to cater for patients with special needs, e.g., bed-side registration, admission and discharge for the following categories: -

· VVIP

· Patient below 12 years old

· Newly delivered mother

· Disable Patient

· Senior Citizen

· Bed ridden

· Insurance (under certain program)

10. Appointed as overall coordinator for HIS migration

· To liaise with HQ IT and internal departments for training, UAT simulation and cutoff plan

· To arrange training for super user and relevant department

· To provide sample cases and scenarios to HQ IT for simulation purpose

11. To initiate automated admission and discharge monitoring system

· To measure performance / turnaround time of each touch point from doctor informed time to medication dispensing or bill ready time

· To identify the cause of patient’s complaint related to admission and discharge timing

12. Developed hospital app which offers services like doctor appointment system, inpatient ordering meal, medical report request for first phase. Second phase will be incorporating with online payment, billing update and reward system.

13. Build strong rapport and good relationship with insurance and corporate companies.

· Pricing package

· Corporate discount

· Express lane

· Faster turnaround time

1. To liaise with respective debtors, e.g. in addition of SOA which is forwarded by monthly basis, also to provide AR transaction report by weekly basis for reconciliation and verification purpose.

2. To work closely with CRC - billing team, e.g. to ensure timely onward bills submission and complete documents are forwarded to insurance companies / TPA, HMI (Medisave cases) and corporate companies to avoid claim rejection (submission term: 14 days after discharge date)

3. To liaise with BSO team to ensure all bills issued and finalized are forwarded to CRC-billing team within stipulated time frame

4. To monitor the turnaround time for amendment of pending cases by BSO, e.g. to change / amend debtor code or debtor type, to remove extra / double charges, to amend bill proportion based on insurance covered and uncovered portion (excess amount), to amend wrong transaction description / charge code etc.

5. Analyze unpaid bills under corporate, insurance and self – pay, e.g. exceeded credit term granted (60 days for corporate and insurance companies / TPA and upon handover from BSO team for self-pay).

6. To work closely with respective team, e.g. BSO (interaction, payor and transaction), finance, marketing etc on debt recovery plan and taxation (provision for bad debts) purpose.

7. Conducts courtesy visit or calls to the corporate clients and government bodies in relation to collection of outstanding accounts.

8. Ensure proper reporting (month end and ad-hoc / upon request basis, e.g. Workplan, Business Strategy Plan, Board Paper, Budget Planning, KPI planning, Debtor Aging, LCB, Unfinalized bills etc)

9. Perform credit risk assessment for new debtor code creation / empanelment (e.g. corporate companies) and TPA

10. Assist the Director of Finance and CEO in report tracking as advised from time to time. Perform quarterly and annual performance review with subordinates

11. Monitoring and delegating tasks for at least 6-8 staff for daily routine and ad hoc tasks.

1) To process credit files – loan processing for Hire Purchase, Leasing and Factoring for existing and new customers.

2) To conduct site visits – existing borrower for top-up and referral To perform cold calling for new business

3) To follow up with loan disbursement progress.

1. To issue and monitor progressive billings To ensure timely collection from purchaser To prepare monthly report for management

2. To ensure zero or minimal non performing sales

3. To liaise with solicitors and end financiers on Letter of Undertaking and Letter of Confirmation on Differential Sum paid and also loan releases for finance case

4. To prepare 7F reporting to KPKT at quarterly basis

5. To prepare monthly update on purchaser statistic to Khazanah Berhad To update membership loyalty system upon loan disbursed

6. To issue payment reminders and interest advice for late payment

7. To submit interest waiver, refund for overpayment, refund for booking or sales cancellation

8. To work with project, marketing and legal team to liaise with SPA solicitors draft SPA and DMC

9. To submit supporting documents to end financiers for end financing tie up

1. Performing User Acceptance Test (UAT) testing for web-based end to end loan application system and standardization project.

2. Work as support team to report defect reported by user in Production and conduct test in UAT (User Acceptance Test)and Mock Run environment.

3. To provide guidance in written form and verbal advice to serve as guide to new and advance user.

4. To liaise with regional support team, support team and other relevant colleagues for permanent solution / temporary workaround for defect / roadblock encountered by user.

5. To conduct training / refresher course to system users.

1. To monitor loan disbursement process

2. To liaise with end financier, banks, solicitor, valuers, purchasers, sales consultants, project manager, accounts department etc on loan related, end financing, bridging loan, land financing, marketing strategy, progressive billings, , project cash flow, feasibilty report, market study, redemption sum etc

Marketing Manager

1. To bring in new-to-bank customer (Borrowing and non-borrowing account) To solicit deposit (in terms of FD, CASA)

2. To promote cross selling effort such as referral of mortgage loan, wealth management products etc.

3. To attend to existing customer ad-hoc request (such as Temporary OD, Trade Excess, Top-up or incremental in loan)

4. To ensure no NPL (assist in collection if need be and to conduct review)

5. To monitor loan drawdown stage / status (liaise closely with developer, contractor, lawyer and disbursement unit at Head Office)

6. To facilitate pre and post disbursement condition

Account Manager

1. To perform exceptional review / immediate review and site visit on existing borrowing accounts, e.g. potential delinquent accounts.

2. To propose incremental / top up for existing borrowers

3. To obtain warm referrals / leads from internal sources, e.g. colleagues and external sources, e.g. solicitors, developers, customers etc.

4. To monitor loan releases