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

• 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.

Performs insurance eligibility and verification \xe2\x80\xa2 Validates scheduled procedures and patient\xe2\x80\x99s out of pocket responsibility. * Validates Emirates ID and performs patient identification \xe2\x80\xa2 Identifies and routes unauthorized procedures to Insurance officer \xe2\x80\xa2 Ensures that all compliance requirements have been met, and the

registration is properly created and/or updated to enhance the claims submission process. * Exercises top-notch desirable customer service demeanor and professionalism in all communication, duties and attire while interacting with patients, physicians, staff, and visitors.

• Communicates and coordinates information in a knowledgeable and courteous manner with staff, patients, and families.
• Schedules follow-up appointments and appointments for walk-in patients.
• Conducts appointment reminders.
• Assists with keeping family members updated regarding patient\xe2\x80\x99s procedure/visit or of any delays in the clinic.
• Answers telephone calls promptly and responds to requests, messages, and emails in a timely manner.
• Collects deductible, co-pay & any patient responsibility.
• Posts payments in the applicable system and issues receipts.
• Collects advance cash payments and deposits in the system
• 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.
• Other duties as assigned/requested.

Qualifications

Required :

• Candidate should be a UAE National
• Vocational / Technical Education certificate
• Two years of similar experience (Bachelor\xe2\x80\x99s degree can substitute for 2 years of experience)

Job Specific Skills and Abilities:

• Strong attention to details
• Ability to communicate and relay messages to patients in a culturally sensitive manner
• Analytical and problem-solving skills
• Practical knowledge in Microsoft Office suite
• Fluency in reading, written and spoken English

Mubadala Health