Guest Services Officer Capital Health Screening Center

Mubadala Health is seeking a Guest Services Officer to join them at Capital Health Screening Center in Abu Dhabi. This job opportunity was announced by the company on January 20, 2024 with the requisition ID 2024-2244. This role provides “front-door” customer service to patients when they present physically to the service areas as well as over the phone.

Responsibilities of Guest Services Officer

• Communicate directly with patients and families, physicians, nurses. 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.
• Ensure adherence to all customer satisfaction indicators. Ensure service excellence and ultimately increase in Mubadala Health’s Likelihood to Recommend and Net Promoters Score.
• Perform all duties related to the preregistration, registration, scheduling, patient identification, cash collections and insurance eligibility.
• Provide a copy of the Patient and Family Rights and Responsibilities to patients when a General Consent needs to be signed.
• Perform accurate registration using thorough interview technique to ensure that information is 100% complete and accurate.
• Perform insurance eligibility and verification.
• Validate scheduled procedures and patient’s out of pocket responsibility.
• Validate Emirates ID and performs patient identification.
• Identify and route unauthorized procedures to Insurance officer.
• Ensure that all compliance requirements have been met, and the registration is properly created and/or updated to enhance the claims submission process.
• Exercise top-notch desirable customer service demeanor and professionalism in all communication, duties and attire while interacting with patients, physicians, staff, and visitors.
• Communicate and coordinate information in a knowledgeable and courteous manner with staff, patients, and families.

Your Duties as Guest Services Officer

• 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.
• Answer telephone calls promptly and responds to requests, messages, and emails in a timely manner.
• Collect deductible, co-pay & any patient responsibility.
• Post payments in the applicable system and issues receipts.
• Collect advance cash payments and deposits in the system
• 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.
• Other duties as assigned/requested.

Eligiblity Criteria

Following are the requirements for the role of Guest Services Officer (UAEN) at Mubadala Health:

• Vocational / Technical Education certificate.
• Two years of similar experience (Bachelor’s degree can substitute for 2 years of experience).

Job Specific Skills and Abilities:

• 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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