Senior Executive / Assistant Manager, Patient Response Team

About the role

The National Cancer Centre Singapore (NCCS), part of SingHealth, is recruiting a Senior Executive / Assistant Manager for its Patient Response Team. Reporting to the Senior / Manager of Business Office, you support the manager in handling complex billing-related enquiries and keeping team operations running smoothly, working closely with team members and stakeholders to maintain high service standards and support continuous improvement.

Key responsibilities

• Investigate first-level billing enquiries and escalate complex cases to the manager with findings and recommendations.
• Work with internal stakeholders to gather information, resolve enquiries and comply with billing processes.
• Maintain case documentation and support bill adjustments, cancellations, waivers and refunds.
• Oversee the Business Office hotline and outbound patient calls, answering calls according to scripts and resolving cases at first contact where possible.
• Process patient bills, waivers and cancellations in OAS accurately, and monitor billing submissions in the NHPC platform, investigating rejected claims with the billing team.
• Supervise Associate Executives on bill processing through regular audits.
• Coordinate training, monitor performance metrics, manage schedules and duty coverage, and provide administrative support such as meeting minutes and follow-up of action items.
• Report billing feedback trends and resolution metrics, and act as a liaison with departments, government agencies, insurers and regulators.
• Review compliance with billing procedures, audit case documentation, identify systemic issues and support improvements to SOPs and service quality.

Required profile

• Recognised Bachelor's degree; a degree in healthcare or business administration is preferred.
• Minimum 2 years' experience.
• Customer service or healthcare experience is an added advantage.
• Proven experience in patient experience, customer service excellence or service quality improvement.

Required skills

• Proficiency in Microsoft Word, Excel, PowerPoint and Outlook.
• Strong communication, stakeholder management and interpersonal skills.
• Analytical and critical thinking, with the ability to handle multiple priorities in a fast-paced environment.