Overview

Reporting to the Supervisor, Patient Access Services, the Guest Services Officer performs all duties related to the preregistration, registration, scheduling, patient identification, cash collections and insurance eligibility. This role provides \xe2\x80\x9cfront-door\xe2\x80\x9d customer service to patients when they present physically to the service areas as well as over the phone. Guest Access Officers communicate directly with patients and families, physicians, nurses, and are responsible for ensuring the hospital maintains compliance where applicable with the Department of Health (DOH), Dubai Health Authority (DHA), and Joint Commission International (JCI) standards. Ensures adherence to all customer satisfaction indicators to ensure service excellence and ultimately increase in Mubadala Health\xe2\x80\x99s Likelihood to Recommend and Net Promoters Score.

Responsibilities

• Greets and welcomes patients
• Performs positive identification of patients upon arrival
• Provides a copy of the Patient and Family Rights and Responsibilities to patients when a General Consent needs to be signed.
• Performs accurate registration using thorough interview technique to ensure that information is 100% complete and accurate.
• Exercises top-notch desirable customer service demeanor and professionalism in all communication, duties and attire while interacting with patients, physicians, staff, and visitors.
• Versed in Hospital and applicable regulations and is especially sensitive to, and mindful of, patient confidentiality in all scenarios.
• Conducts activities related to the reception area within the asset as and when required, communicates and coordinates information in a knowledgeable and courteous manner with caregivers, patients and their family members.
• Assists with keeping family members updated regarding patient\xe2\x80\x99s procedure/visit or any delays in the clinic to ensure their understanding and cooperation.
• Conducts administrative activities such as answering/relaying calls, messages, and emails, making reminder calls to patients, handling suggestions and complaints as well as referring patients\xe2\x80\x99 inquiries to the relevant caregivers as and when required.
• Ensures the completion of appropriate patient documents such as General Consent forms, payer compliance forms and patient insurance card copies/scans.
• Other duties as assigned/requested

Qualifications

Education

- Vocational / Technical Education

Experience

- 2+ years of similar experience

- Bachelor\xe2\x80\x99s degree can substitute for 2 years of experience

Job Specific Skills and Abilities

- Practical knowledge in Microsoft Office suite

- Fluency in written and spoken Arabic

- Fluency in reading, written and spoken English

Mubadala Health