Senior Executive/Assistant Manager (Patient Response Team)

About Us

The National Cancer Centre Singapore (NCCS) is a leading national and regional tertiary cancer centre, attending to the majority of cancer cases in Singapore’s public healthcare sector. We offer world class oncology care by having the best talent, doing robust clinical and translational research and leading education efforts to improve cancer outcomes. Join us to build a meaningful career and offer patients hope for a cancer-free tomorrow.

About the Role

Reporting to the Senior / Manager of Business Office, you support the manager in the efficient handling of complex billing-related enquiries and ensuring smooth team operations. You will work closely with team members and stakeholders to maintain high service standards and assists in implementing changes and supports continuous improvement initiatives.

Key Responsibilities:

• Handle first-level investigation of billing-related feedback and enquiries and escalate complex cases to the manager with preliminary findings and recommendations.

• Collaborate with internal stakeholders to gather information, support enquiry resolution, and ensure compliance with established billing processes and procedures.

• Maintain accurate case documentation and support bill adjustment processes, including cancellations, waivers and refunds.

• Assist to oversee the manning of Business Office hotline and outbound calls to patients, ensuring timely and professional handing of enquiries by all team members.

• Respond to incoming calls in accordance with established scripts and procedures, provide accurate information, and resolved cases at first contact where possible.

• Maintain proper call documentation and escalate complex enquiries to supervisors in a timely manner.

• Process patient bills, waivers and bill cancellation in OAS with high accuracy and attention to details, ensuring compliance with established billing protocols and financial policies.

• Monitor and track billing submissions in the National Platform for Healthcare Claims (NHPC) and liaise with billing team to investigate bills which are rejected for claims by insurers. 

• Assist to supervise Associate Executives in the processing of bills to maintain high accuracy standard through regular audits.

• Support the smooth functioning of the team by coordinating training activities, monitoring performance metrics, managing schedules and duty coverage, and providing administrative support through meeting documentation and follow-up of action items.

• Collect, analyse and report billing feedback trends and resolution metrics to support service improvement and operational effectiveness.

• Serve as a key liaison between internal and external stakeholders, including departments, government agencies, insurers and regulatory bodies, to facilitate effective communication, resolve billing-related matters, support cross-functional improvement initiatives, and ensure timely dissemination and compliance with health financing policies.

• Monitor compliance with billing feedback handling procedures, conduct quality reviews of case documentation, identify and escalate systemic issues, and support the continuous enhancement of processes, SOPs, and service quality through regular reviews and improvement initiatives.

• Participate and support institutional assignments and any other duty when assigned.

Job Requirements

• A recognised Bachelor’s Degree in any discipline, and degree in healthcare related fields or business administration is preferred.
• Minimum 2 years’ experience
• Experience in customer service or healthcare would be an added advantage

• Proficient with Microsoft Word, Excel, PowerPoint and Outlook Strong interpersonal skills with empathy for others

• Excellent communication and stakeholder management skills, with proven experience in patient experience, customer service excellence, or service quality improvement initiatives.
• Strong analytical and critical thinking skills with the ability to identify issues and develop practical solutions.
• Ability to manage multiple priorities effectively and thrive in a fast-paced, dynamic environment.
• Meticulous, resourceful and self-driven, with a strong sense of accountability and attention to detail.
• Excellent team player with a collaborative mindset and commitment to achieving shared goals.