SHMR2023 – INSTRUCTIONAL DESIGN

Lecturer’s Name: Dr Irmawati binti Norazman

STEP 3: Learner Profile

Group Name: Team 3

Name Registration No.

Nur Munirah binti Kamal SX210294HMRHS01
Fadilah binti Abd Malek SX212125HMRHF01
Sharvita A/P Ravindranath SX180363HARS01
Nureen Astutik Binti Mudjir SX211187HMRHS01

Submission Date: 07th May 2022

3.0 LEARNER PROFILE

Job position: Business Office Officer

Department: Business Office

Job Description:
Business office officers will need to adhere to all updated policies, procedures, and standards to
ensure the highest standard of service. Next, a business office officer is required to follow proper
cashiering processes, finalizing, and keeping proper records of daily takings by totaling up takings and
the preparation of reconciliation statements for each shift. A business office officer needs to answer
all telephone calls and inquiries as well as relay messages to the respective person.
Business office officers are assigned to attend to customer inquiries, needs and complaints regarding
Guarantee Letters (GL) and other insurance matters and escalate the matter to Business Office
Manager and Senior Finance Manager if assistance is required. In addition, the business office officer
is responsible to maintain regular and effective communication with other departments, including
but not limited Nursing department to ensure the smooth operation of the Business Office. In
situations where it concerns the safety of patients and people in the hospital, business office officers
will need to maintain effective security procedures for the hospital and report any suspicious
activities to the Security Department for further action.
3.1 General Characteristics

Gender

Figure 1

Pie chart in Figure 1 shows that there are 80% of female and 20% of our project respondents are
males. Based on the chart, we can find that there is the least amount of male business officers
working in Gleneagles Hospital Medini Johor compared to female respondents. We chose 20
respondents for our project and there were 16 female respondents and the four respondents were
male.

Age

Figure 2

Based on the pie chart above, figure 2 shows that 25% equals five respondents were recorded
between age of 20-25 years old. Respondents who recorded the highest are aged between 26-30
years old which means there were nine respondents from this category showing 45%. The third
group of age between 31-35 years old were stated as four respondents equivalent to 20%. The last
were aged 40 and above shows, 10% represents two respondents who took part in our group project
survey for business officers in Gleneagles Hospital Medini Johor.
Ethnicity

Figure 3

Figure 3, shows the percentage of different ethnicity of people who took part in our project survey
from the Business Officers Department in Gleneagles Hospital Medini Johor. Most Malay people
represent the highest amount of percentage (90%) who worked in this department. That means they
consist of 18 Malay respondents and there were no Chinese respondents. Thus the 5% represents
one of the Indian communities and another five percent contributed by another ethnicity from Iban.

Education Level

Figure 4

Based on the chart above, most of the respondents are from Diploma Level which contribute 40%
and equalling 8 respondents out of 20 respondents. The second highest is from Sijil Pelajaran
Malaysia (SPM) and Degree Level. Both categories consist of 5 respondents each and represent the
25% in the chart above. There were two respondents from Master Level who contributes about 10%
to the chart. There were no PhD respondents who took part in this survey. The majority staff of
Gleneagles Hospital Medini Johor was Diploma level qualifiers.
Working Experiences

Figure 5

The above chart shows the working experiences of the staff as the Business Officers Department
from Gleneagles Hospital Medini Johor. There was a senior staff working there almost more than 10
years whereby the chart shows five percent. She is a Malay lady, and SPM leaver who experienced
more in her department compared to others. One- half of the respondents working there in between
3-5 years of experience which equals ten respondents out of 20 respondents. A quarter of the pie
chart, 25% equals to five of the respondents who worked in the organization for almost 1-2 years.
And the 20% of respondents were worked there in between 6-10 years with more working
experience compared 1-5 years of working experiences respondents.

3.2 Specific Entry Characteristics

Prerequisite Competency: None

Specific Entry Characteristics:

• Communication – Should have communication skills to sharing about ideas on problem-solving and
information between employees and managers.

• Time management – Organizing to divide time and different activities to ensure that patients are
always in care.

• Ensuring Quality – Patient care is always a keystone in hospital operations. Always need to be
aware to stay update on ongoing regulatory changes, and ready to work in a fast-paced environment.

• Teamwork – Ready to be teamwork since always need to coordinate with other staff in other
departments such as nursing, medical records, doctor and medical assistant.

• Responsibilities – Need to maintain all confidentiality of all medical records and full responsibility
for the individual task that is assigned from time to time.
3.3 Learning styles

a) Accommodating Learning Style

Accommodating learning style is learning primarily from hands-on experience. The person who uses
this learning style is best at using active experimentation and concrete experience. They were likely
to be involved in planning and participating in new and challenging experiences. Individuals with
these traits tend to act on intuition rather than careful analysis. These individuals use trial and error
to guide their experiences, preferring to discover the answers for themselves. May concentrate on
the urgent aspects of a situation, sacrificing long-term understanding. Needs to place emphasis on
reflective observation and abstract conceptualization. Business office officer assigned to attend to
customer inquiries, needs and complaints, especially in billing and insurance matters. For example, if
a customer has questions regarding their bills and insurance, the staff needs to be attentive and
listen to their queries and think of a solution for the matter in a timely manner as they will need to
attend next customer as well. Hands-on learning and discussion are two activities that the trainer can
conduct. During the discussion, they will work in groups to discuss the assigned tasks with one
another, hearing out each member's perspectives and ideas before developing their own
interpretation to present or demonstrate the solution in front of the class.

b) Converging Learning Style

People with a Converging learning style will apply what they've learned/learned to solve real-world
problems. By finding answers to questions and difficulties, they can solve problems and make
judgments. Business office officers, for example, are well-suited to this learning style because they
are involved in everyday operations such as cashiering and billing. It is a routine task, but if a problem
arises, they must assist and fix the situation in the most efficient manner possible. It is appropriate
for them because they do technical and practical work. For example, the instructor may present a
case study on communication skills, and trainees may consider how to tackle the challenges in the
case studies by using what they have learned.