Patient Service Executive

Thomson Medical is in the midst of an exciting transformation, where new ways of working, systems and processes are re-shaping.

If you do not want to miss out this excitement and believe in our purpose in empowering life journeys by caring for generations of women, children and families, we invite you to apply for the following opportunity with us!

We are looking for a dynamic and energetic team-player who is keen to join our Business Office team as a Patient Service Executive in Thomson Medical Center.

JOB SUMMARY

The Patient Services Executive serves as the primary point of coordination for patients, families, insurance providers, clinical teams and hospital administration. The role operates in a fast-paced, high-pressure environment where patient expectations, financial concerns, insurance limitations and operational challenges often conflict. Success requires balancing patient satisfaction with hospital policies, financial controls and operational demands.

DUTIES & RESPONSIBILITIES

Pre-Admission & Financial Counselling

• Manage pre-admission processes for elective and urgent admissions

• Provide accurate treatment cost estimates while managing patient expectations regarding potential changes in final bills

• Explain financial obligations, exclusions, and coverage limitations to patients and families

• Handle difficult discussions related to payment requirements, deposits, and unforeseen cost escalations

Billing Estimates

• Generate estimated bills based on physician treatment plans and hospital pricing structures

• Address disputes when actual charges differ from initial estimates due to clinical changes or additional services rendered

• Support resolution of complaints relating to pricing transparency and financial concerns

Insurance and Letter of Certification Management

• Coordinate with insurers, corporate clients and TPAs to obtain approvals and Letter of Certifications in a timely manner

• Communicate coverage limitations to patients and families often during stressful circumstances

• Escalate and resolve complex authorization, claim and payment disputes

Patient Experience & Complaint Resolution

• Serve as the escalation point for dissatisfied patients and family members

• Investigate and respond to complaints related to admissions, billing, service delays, communication gaps and clinical coordination

• Handle emotionally charged situations professionally while protecting hospital interests and maintaining patient trust

• Lead service recovery efforts when patient expectations are not met

Team Leadership

• Lead and support frontline patient service staff across shifts

• Manage performance, productivity, attendance, and service quality standards

• Coach team members in handling difficult conversations and conflict resolution

• Ensure adequate staffing during peak periods and unexpected operational disruptions

Operational Challenges

• Coordinate multiple stakeholders with competing priorities, including physicians, nurses, finance teams, insurers and patients

• Respond to urgent requests, last-minute admission changes, and discharge delays

• Ensure compliance with hospital policies, regulatory requirements, and patient confidentiality standards

• Monitor KPIs related to patient satisfaction, admission turnaround times, insurance approvals, and complaint resolution

• Deputize Patient Service Manager in his/her absence

REQUIREMENTS:

• Degree/ Diploma in Healthcare Administration, Business Administration, Patient Services, or a related discipline

• 3-5 years relevant working experience

• Proven experience in hospital admissions, patient services, insurance coordination, or billing operations

• Strong financial and insurance knowledge

• Patient-centric mindset under pressure

• Conflict management and de-escalation skills

• Possess excellent operational decision-making, leadership and coaching, and stakeholder management

• Resilient and adaptable

If you do not possess the above experience, your application will still be considered on individual merits and you may be contacted for other opportunities.

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..We regret to inform that only shortlisted candidates would be notified...

Job summary

Play a vital role in shaping the patient experience by coordinating care across patients, families, clinical teams and insurance providers.