Customer Care Executive - UAEN

Job Description: Patient Services Representative

Key Responsibilities:

1. Patient Interaction:
- Treat patients with respect, kindness, and empathy.
- Follow proper individual and telephone etiquette during patient interactions.

2. Appointment Management:
- Check and reconfirm daily appointment schedules.
- Prepare required documents and facilitate smooth patient accommodation.

3. Insurance Coordination:
- Provide information about medical insurance coverage to patients.
- Verify insurance card validity, coverage, and approval status.
- Check doctor’s and patient’s signature on claim forms when applicable.

4. Patient Registration and Billing:
- Register both new and revisit patients in the hospital system.
- Bill services rendered and collect payments, explaining charges to patients.
- Ensure transparency in cash collection and accurately allocate payments.

5. Documentation:
- Maintain confidentiality of patient files and related information.
- Issue receipts and detailed summaries of bills.

6. Communication:
- Effectively communicate information or messages to the concerned parties.
- Provide information to assist patients or refer them to the appropriate department.

7. Administrative Tasks:
- Follow duty schedules as per departmental operations.
- Assist in patient feedback collection and guide patients in the complaint redressal procedure.
- Expedite the flow of patients and visitors, ensuring outstanding customer service.

8. Quality Assurance:
- Participate in monthly staff educational conferences, training, and seminars.
- Conduct daily audits of bills to ensure compliance with billing protocols.
- Strictly adhere to organization regulations, policies, infection control, and patient safety standards.
- Support Continuous Quality Improvement initiatives.

9. Admission and Discharge:
- Handle the admission and discharge process for patients.

10. Team Collaboration:
- Exercise effective interpersonal skills with department staff, colleagues, and management.
- Listen actively to promote effective communication.

11. Miscellaneous:
- Compute total transactions of the day and reconcile with the Hospital Information System (HIS).
- Understand and adhere to hospital billing guidelines, discount procedures, and refund policies.
- Perform other duties as requested by the Head of the Department.

Qualifications and Experience:

- Minimum Higher Secondary School certificate.
- 1-2 years of experience in a similar position.
- Computer literate with proficiency in spoken and written Arabic. Basic English proficiency.
- Well-groomed, well-mannered, and able to interact with patients of all nationalities.