Guest Services Officer

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 “front-door” 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’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 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 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.
• Conforms to all regulations without exception
• 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’s procedure/visit or of any delays in the clinic
• Answers telephone calls promptly and responds to requests, messages,and emails in a timely manner.
• Takes accurate messages, relays/forwards messages to appropriate personnel, and refers callers to appropriate personnel as needed
• Performs reminder calls to patients as required.
• Discharge patients from the Clinic and coordinates follow up appointments
• Informs patients about their next steps and assist with any questions
• Adheres to all accepted patient identification and safety standards
• Follows all security, confidentiality, privacy policies as well as all industry specific rules and regulations.
• Prioritizes workload
• Participates and contributes to Department meetings
• Other duties as assigned/requested
  
  

Qualifications

Required:

• Vocational / Technical Education
• Two (2) years of similar experience
• Fluency in written and spoken Arabic
  
  

Desired:

• Bachelor's degree (substitutes for two years of experience)