Guest Relations Executive Full Time

• Over-all assistance to patients, families and visitors in NMCSH-Dubai. Responsible for providing a safe environment for patients, physicians, employees, and visitors. He or she needs to interact effectively with the public, handle emergencies, help people who are anxious and uncomfortable, and write accurate incident reports, as and when required.

  Responsibilities

• Greet patients/clients, secure nature of visits and direct to appropriate individual/department, provide routine information about the hospital when necessary.
• Handle phone inquiries from patients and others; screen calls to ascertain nature and urgency of inquiry; refer callers as appropriate and/or schedules appointments.
• Register new patients/ follow up patients and update existing files by collecting patient details. Also, respond as appropriate to inquiries from patients regarding treatment, benefits, and billings; coordinate the resolution of related problems.
• Provides information about medical insurance coverage to patients and check the same diligently before sending the patient to the doctor. Collect the payment/ co-payment if any after checking the insurance eligibility, enter on the hospital information system and then send the patient for consultation/ any other services.
• Provide claim forms in case the patient wants to claim reimbursement.
• Facilitate daily cash collection, credit card slips, and cheques deposits at the designated location within the hospital premises, ensuring timely and accurate processing at the end of each shift, adhering to the standards of finance protocols.
• Cater to the needs of all incoming patients (with or without appointments).
• Maintain working knowledge of the Hospital Information System, times of all clinics, duration of appointments, doctor’s duty roster, and procedure for booking appointments.
• Perform duties of handling patients, telephone calls, cash, and back-office work as specified in the duty roster.
• Giving information to the respective doctor/nurse for the call backs.
• Checking the emails daily, replying wherever required and to clear the respective dues if any.
• Ensure operations are carried out uniformly according to the hospital policies and procedures.
• Contributes to team effort by accomplishing related results as needed and maintains safe and clean reception area by complying with procedures, rules, and regulations.
• Provide education to the patients requiring investigation procedures by explaining the process to be followed for particular tests prescribed by doctor and handing over available education materials.
• Participate in the Hospital training programs.
• Complaints are handled in a structured, timely and professional manner which is fair, courteous and respectful of privacy, to identify problems and to continuously improve the department’s services.
• Keeping strict compliance in confidentiality agreement and agree not to inappropriately access, disclose, copy, remove, use or give to any person or organisation information of any nature related to the Hospital which the Hospital designates in writing as confidential or which a reasonable person would consider confidential, except in accordance with my Hospital duties, with its specific prior written authorization.

Other duty assigned by the Head of Department but limited to the capacity of the employee and his/her designation and as of business needs.

Qualifications

• Bachelor’s Degree – Any discipline or related fields. Master’s degree will be an advantage.

Knowledge and Skills

• Strong analytical and problem-solving skills.
• Ability to think critically and maintain a high level of confidentiality.
• Strong interpersonal, verbal and written communication skills.
• Excellent command of oral and written English. Arabic language desirable but not essential.
• Proficiency in MS office.

Experience

1+ years of experience in customer service role or relevant field, Healthcare experience in UAE will be an advantage.