Guest Ambassador (Dubai)

Overview

Reporting to the manager, Patient experience, the Guest Ambassador performs all duties related to the preregistration, registration, scheduling, patient identification, cash collections and insurance eligibility. This role provides “front-door” customer service to patients when they present physically to the service areas as well as over the phone. Guest Ambassador 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’s Likelihood to Recommend and Net Promoters Score.

Responsibilities

• Greets and welcomes patients
• Performs positive identification of patients upon arrival
• Prints and places wristbands on patients when applicable
• Obtains insurance card and demographic information and inputs information into Electronic Medical Records (EMR)
• Secure all signatures necessary for treatments e.g., General Consent forms
• 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
• Validates scheduled procedures and patient’s out of pocket responsibility
• Validates Emirates ID and performs patient identification
• Identifies and routes unauthorized procedures to Insurance officer
• 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
  
  

Qualifications

• High School Diploma
• Two years of similar experience
• Bachelor’s degree can substitute for 2 years of experience