Edmond Lai Wai Loon
Overview
21
21
years of professional experience
1
1
Certification
Work History
Assistant Manager
Farrer Park Hospital
11.2023 - 05.2024
- Responsible for managing the Patient Service Centre operations, establishing and managing of departmental goals and objectives with focus on service excellence, operational efficiency and effective financial management
- Oversee the daily operations of Patient Service Centre of the corporate and patients accounts receivables as well as Claims processing
- Lead and manage a team of staff in managing patients, customers, doctors and clinic staff queries on admission and discharge, billing, claims and doctor's fees ensuring that queries are attended to efficiently within stipulated timelines
- Plan and manage staff roster, conduct meetings, trainings, recruitment and staff appraisals
- Establish service quality guidelines and standard operation procedures and manage service deliverables
- Attend to audits by MOH, CPF Board, internal and external auditors
- Establish, manage and review the Key Performance Indicators of the department
- Manage and review the financial control risks of the Patient Services Centre operations and ensure compliance with PDPA protocols
- Lead in continuous improvement projects in process and system
- Participate in committees as assigned
Executive
Sengkang General Hospital (SKH)
02.2015 - 11.2023
- Supervise Patent Service Associate Executives (PSAE), Senior Patent Service Associates (SPSA) and Patent Service Associates (PSA) in all cash collection activities from other service centers of the hospital, all refund activities for all service centers of the hospital inclusive of Business Office & account receivables and debts recovery activities
- Supervise staff on the day-to-day operation of cash management & accounts receivables and other activities and maintaining efficient services in the interest of the hospital
- Manage and keep track of staff performances, work allocation for staffs and arrangement coverings of duties
- Assist Manager to coordinate and implement policies and procedures concerning collection and refund processes
- Review manpower strength, requirements and manage resources for efficient daily operations
- Review staff 's rostering, performance, skill sets and ensure that workload is evenly distributed
- Supervise daily cash receipting and refund operations such as: Ensuring daily banking in of cash monies collected are prompt and accurate, Prompt and accurate postings of receipt transaction in SAP system, Reconciliation between receipts and daily cash collection summary report from vendor and to investigate discrepancies, Monitor refund processed by 1FSS counterpart
- Control and manage accounts receivables activities
- Streamline processes to recover outstanding debts
- Review collection agencies performance indicators
- Monitor recovery of debts performed by staffs and collection agencies
- Analyze Aged Trail balance report progress and recovery effort and recommend for improvement
- Assist to prepare statistical information for reporting to MOH
- Attend to internal and external audit checks and queries
- Ensure that waiver of patient bills are process promptly and accurately by staff
- Assist in data collection for management review for patient bill waiver
- Plan appropriate trainings for staff to acquire essential skills so to help them improve on work performance
- Provide appropriate on-the-job coaching to staff
- Identify training needs of team members and put up for Annual Learning Needs Analysis
- Member of SingHealth Robotics Process Automaton (RPA)
- Member of SingHealth Chatbot Workgroup
- SKH Evaluation Committee -Cash Management Services RFP
Business Office Supervisor
Institute Of Mental Health
06.2010 - 02.2015
- Manage FSS- AR performance including reviewing LOD, SCT, monitor FSS-AR recovery actions taken for bad debt recovery and review bad debt write of papers before summitting for approval
- Involved in UAT for new system enhancement e.g.: PASS, e-forms and e financial counselling enhancements and other future system enhancement which hospital may have
- Maintain and update fee revision information on the hospital's intranet and internet as well as SAP fee maintenance table
- E.g.: scheme of charges for inpatient and outpatient, SAP E-forms scheme of charges for e financial counselling
- Supervise payment counter collection, walk in enquiry and other Business Office Assistants' day to day activities within the department
- Process waiver and write of submission by other departments
- Assist manager to investigate AR creation process gaps of other departments as part of helping the hospital plan to reduce AR creations
- Handle patent's feedback and bill enquires for inpatient and outpatient
- Assist manager to implement and establish policies and quality procedures for the department
Service Engineer
GoldBell Weigh System Pte Ltd
04.2005 - 06.2010
- Oversees service department operation, plan and manage daily operations schedules which include delivery of services and products, servicing and maintenance schedules as well as manpower deployment matters
- Prepare service sales costing and quotations as part of service sales to customers
- Manage and lead group of technicians to achieve company's yearly service sales target
- Handle customer's technical enquiries and solve problems pertaining to after sales service support
- Handle customer complaints and feedbacks
- Perform calibration and stamping service for legal for trade weighing systems in accordance to Spring Singapore Weights and Measures requirements
- Troubleshoot and repair breakdown weighing systems on-site and in house
- Perform commissioning of new weighing systems and installations on site
- Provide training to end users on company's products
Engineering Assistant
Wilson Parking (S) Pte Ltd
07.2003 - 02.2005
- Perform on-site servicing on car park system, preventive maintenance service
- Attend to service breakdown calls as well as manning service calls center
- Assist project engineer in installations and commissioning of new site car park system
Education
Bachelor Of Arts (Hons) - Business Administration
Birmingham City University
01.2022
Diploma - Business Administration
PSB Academy
01.2016
Diploma - Computer Studies
Informatics Computer School
01.2002
NTC-2 - Electronics Servicing
ITE Ang Mo Kio
01.1997
GCE 'O' Level -
Guangyang Secondary School
01.1995
PSLE -
Lee Kuo Chuan Primary School
01.1991
Skills
- SMA certified Supervisor course
- SAP system
- OAS systems
- Microsoft Excel
- Microsoft Word
- Microsoft PowerPoint
- Staff supervision
- Customer service
- Money handling
- Team leadership
- Decision-making
- Problem-solving
- Time management
- Customer relations
- Team motivation
- Staff training and development
- Task delegation
- Goal setting
- Staff management
- Conflict resolution
Certification
SMA certified Supervisor course
National Service
12/26/99, RSAF, Lance Corporal, Represented SAF as Guard of Honor in the National Day Parade, RSAF Day Parade, SAF Day Parade and Change of President Parade in 1998 and 1999.
Projects Participation
- Member of SingHealth Robotics Process Automation (RPA)
- Member of SingHealth Chatbot Workgroup
- SKH Evaluation Committee - Cash Management Services RFP
Awards
SingHealth & SKH 10 years Long Service award
Personal Information
- Available: Immediate
- Ethnicity: Chinese
- Gender: Male
- Nationality: Singaporean
Timeline
Assistant Manager
Farrer Park Hospital
11.2023 - 05.2024
Executive
Sengkang General Hospital (SKH)
02.2015 - 11.2023
Business Office Supervisor
Institute Of Mental Health
06.2010 - 02.2015
Service Engineer
GoldBell Weigh System Pte Ltd
04.2005 - 06.2010
Engineering Assistant
Wilson Parking (S) Pte Ltd
07.2003 - 02.2005
Diploma - Business Administration
PSB Academy
Diploma - Computer Studies
Informatics Computer School
NTC-2 - Electronics Servicing
ITE Ang Mo Kio
GCE 'O' Level -
Guangyang Secondary School
PSLE -
Lee Kuo Chuan Primary School
SMA certified Supervisor course
Bachelor Of Arts (Hons) - Business Administration
Birmingham City University
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