Billing Standard Operating Procedure
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Billing Operations, Patient Charges & Financial Responsibilities
The Billing Department is responsible for preparing accurate, transparent and timely patient bills while ensuring compliance with Hospital policies, applicable laws and financial procedures. Billing personnel shall maintain integrity, confidentiality and professionalism in all financial transactions and patient interactions.
"Every bill shall be accurate, transparent and supported by authorised services and documentation."
Applicable Laws & Standards
- Clinical Establishments (Registration and Regulation) Act, 2010 (where applicable).
- Consumer Protection Act, 2019.
- Goods and Services Tax (GST) Act, where applicable.
- Digital Personal Data Protection Act, 2023.
- NABH Access, Assessment & Continuity of Care (AAC) Standards.
- NABH Information Management System (IMS) Standards.
Core Responsibilities
- Prepare accurate patient bills based on authorised services and approved tariffs.
- Ensure all charges are transparent and properly explained to patients or attendants whenever required.
- Verify billing entries before invoice generation.
- Process payments accurately and issue official receipts.
- Coordinate with departments to confirm services rendered.
- Maintain confidentiality of patient billing information.
- Handle billing enquiries courteously and professionally.
- Complete daily billing reconciliation and report discrepancies immediately.
Financial Records
- Maintain accurate billing records and payment documentation.
- Record refunds, adjustments and discounts only with authorised approval.
- Ensure all financial transactions are properly documented and traceable.
- Safeguard billing records from unauthorised access or alteration.
Billing Accuracy, Daily Reconciliation & Financial Responsibilities
"No billing entry, discount or charge shall be modified without proper authorisation."
Billing & Payment Control
- Verify all services before generating the patient bill.
- Ensure charges are accurate, transparent and supported by authorised records.
- Issue an official receipt for every payment received.
- Process discounts, refunds or billing adjustments only with authorised approval.
- Immediately report billing discrepancies or system errors to the Billing Supervisor.
Daily Reconciliation
- Complete daily reconciliation of cash, digital payments and billing records.
- Verify collections against generated bills.
- Prepare and submit daily reconciliation reports.
- Immediately report shortages, excess cash or reconciliation differences.
- Maintain secure custody of cash and financial documents until handed over to authorised personnel.
Documentation & Confidentiality
- Maintain complete billing records for audit purposes.
- Protect patient financial information from unauthorised disclosure.
- Retain billing documents in accordance with Hospital policy and applicable laws.
- Cooperate with internal and external financial audits.
Serious Violations
- Generation of false or unauthorised bills.
- Accepting payments without issuing an official receipt.
- Unauthorised discounts, refunds or billing adjustments.
- Misappropriation of cash or Hospital funds.
- Falsification of billing records or financial documents.
- Disclosure of confidential patient or financial information.
- Failure to complete daily reconciliation without valid reason.
Non-Compliance
Failure to comply with this SOP, Hospital financial policies or applicable laws may result in counselling, retraining, financial audit, disciplinary action or legal proceedings where warranted. Billing personnel shall maintain the highest standards of honesty, transparency and accountability in all financial transactions.