Officer Protocol and VIP Services Mubadala Health
Full time @Mubadala Health posted 11 months ago in Healthcare Shortlist Email JobJob Detail
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Job ID 4464
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Career Level Senior
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Experience 2 Years
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Gender Male Female
Job Description
Mubadala Health is actively seeking a Senior Officer Protocol & VIP Services to join them at Healthpoint in Abu Dhabi. This job opportunity was recently announced by the company with the requisition ID 2024-2237. Reporting to the Supervisor, Patient Access Services, this person performs all duties related to the pre-registration, registration, scheduling, patient identification, cash collections and insurance eligibility.
Responsibilities of Senior Protocol Officer
- Responsible for ensuring that VIP and Protocol guests, patients and their family members are given the utmost priority and importance by ensuring their healthcare journey runs smoothly and timely.
- Provides “front-door” customer service to VIP and Protocol patients when they present physically to the service areas as well as over the phone.
- 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.
- Greets and welcomes patients.
- Performs positive identification of patients upon arrival.
- Prints and places wristbands on pat.
- 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 for anticipated claims billing.
- Exercises top-notch desirable customer service demeanor and professionalism in all communication, duties and attire while interacting with patients, physicians, staff, and visitors.
- Conforms to all regulations without exception.
What you’ll do as Senior Protocol Officer
- Communicate and coordinate information in a knowledgeable and courteous manner with staff, patients, and families.
- Schedule follow-up appointments and appointments for walk-in patients.
- Conduct appointment reminders.
- Assist with keeping family members updated regarding patient’s procedure/visit or of any delays in the clinic.
- Discharge patients from the Clinic and coordinate follow up appointments.
- Inform patients about their next steps and assist with any questions.
- Adhere to all accepted patient identification and safety standards
- Follow all security, confidentiality, privacy policies as well as all industry specific rules and regulations.
- Prioritize workload.
- Participate and contribute to Department meetings.
- Coordinate issues as appropriate with Team Leader.
- Maintain confidentiality with patients, staff, and guests.
- Adhere to productivity, quality, and patient satisfaction standards.
- Adhere to time and attendance standards when applicable.
- Handle complaints and attempts to deescalate.
- Participate in shift work to meet operational needs.
- Perform patient registration activities by leveraging interview techniques and ensures capturing accurate details in a timely manner.
- Obtain patient insurance cards and relevant information and accordingly inputs and maintains the captured information in the Electronic Medical Records (EMR).
- Conduct activities related to the reception area within the asset as and when required. Communicate and coordinate information in a knowledgeable and courteous manner with caregivers, patients and their family members.
- Assist with keeping family members updated regarding patient’s procedure/visit or any delays in the clinic to ensure their understanding and cooperation.
Qualifications & Experience
Following is the eligibility criteria for the role of Senior Officer Protocol & VIP Services at Healthpoint:
- Vocational / Technical Education.
- 2+ years of similar experience.
- Bachelor’s degree can substitute for 2 years of experience.
Job Skills & Knowledge
- 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.
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