Title Guest Services Officer (UAE National)

ID
‎2023-‎1578
Category
Patient Access Services
Asset : Name
Imperial College London Diabetes Centre
Location : Name
Abu Dhabi

Overview

Reporting to the Supervisor, Patient Access Services, the Guest Services
Officer performs all duties related to the pre-registration, 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 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 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.


• Other duties as assigned/requested.

Qualifications

Required:
*
Qualification in vocational/technical education.
* Two years of similar experience (a Bachelor's degree can substitute for two years of experience).

Desired:
*
Bachelor 's degree.
* Experienced in an operational role and delivering results.