Pool Patient Services Coord, Outreach Pool & Locum

Role Overview

This position is the first point of contact for patients, families and hospital teams moving through consulting clinics and admission areas, so the speed and accuracy of every transaction directly affects how smoothly care is delivered. The coordinator registers patients, confirms insurance entitlements, books maternity and admission packages, and reconciles daily payments, acting as the glue between clinical staff, corporate payers and the billing process. Getting these details right protects both the patient experience and the hospital's revenue, particularly when systems go down or approvals are delayed.

Key Responsibilities

• Welcome patients, visitors and internal colleagues at the front desk, handling enquiries and complaints promptly and escalating unresolved matters to the clinic in charge or manager.
• Keep the front desk continuously staffed by clocking in and out through the HR time management system as required.
• Register patients accurately using two identifiers — the AK number and the patient's full name — and complete biometric registration.
• Coordinate maternity delivery package bookings, main hospital admissions and pre-authorizations, making sure physicians complete pre-auth forms and that they reach corporate clients for approval within 24 hours.
• Verify corporate and SMART CARD entitlements in the system, confirm credit services, and bill the correct patient or payer for the right services while collecting the correct amount.
• Account for and balance all cash collected each day, following the manual invoice and receipt process during system outages, then bank the money or hand it to the clinic in charge for safekeeping, in line with the Zero Tolerance Policy.
• Create, store, retrieve and maintain patient records, re-confirm contact numbers, and book or reschedule appointments realistically, communicating physician-driven changes to patients on time.
• Answer internal and external calls promptly, relay messages accurately, update records once systems resume after downtime, and assist other patient services staff so the department runs efficiently.

Requirements & Qualifications

• Diploma in Medical Records or an equivalent qualification recognised by AKUH.
• At least two years' experience in a busy front office, ideally within a service-oriented environment.
• Proficient in computer use, including the functional applications needed to process daily front office transactions to compliance standards within 30 days of introduction.
• Confident handling, counting and recording cash and cash transactions.
• Working knowledge of downtime and data protection procedures, patient confidentiality, and the ability to follow them under pressure.