Officer Protocol and VIP Services Mubadala Health

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.

Officer Protocol & VIP Services, Mubadala Health UAE