Description

Job Description

Understanding and sensitive to the needs of people of all ages, cultures, and lifestyles.  Have a mature outlook and to be accurate and observant. Understand and respect client confidentiality.

Key responsibilities of the role

Ensures compliance to the policy, regulations, and procedures of the department and the hospital as a whole.
Ensures that operational plans and improvement activities of the Patient Services are understood and implemented under the direct guidance of the Patients Services Manager.
Demonstrates behaviors consistent with the mission and goals of the hospital.
Demonstrates behaviors that promote positive customer relations with the patients, visitors and members of the hospital staff.
Demonstrates proper use of fire extinguishing equipment and patient evacuation procedures.
Demonstrates appropriate handling of emergency situations in a calm, effective manner. Assists the trained and designated individuals in the proper handling of emergency situations in the hospital.
Demonstrates competency in cardiopulmonary resuscitation and other lifesaving interventions at the level of their training
Meets and greets patients, families and VIPs in a courteous and efficient manner as they arrive in the clinic/ department reception area and. Assists VIP customers throughout their visit within the clinic.
Provides patients, visitors and staff with accurate and updated information regarding the services of the Hospital. This shall be carried out in a prompt and courteous manner at all times, during one-on-one direct interaction or while handling telephone inquiries.
Ensures adherence to the Appointment System; sees to it that bookings for doctor’s appointments are recorded in an accurate, systematic and well-coordinated manner. Sees to it are properly distributed to all doctors-on-duty while at the same time ensuring that patients are booked for appointments to their preferred doctors (whenever expressed by the patient).
Explains the actual status of the ongoing appointments to walk-in patients. Provides patients with the necessary details i.e. waiting time, appointment schedules to enable them to make informed decisions as to when to pursue an appointment with the doctor.
Verify the patient’s identification as they arrive to the clinic/ department through a courteous and professional approach.
Maintains patient rights and responsibilities at all time
Coordinates with the Medical Records Department in cases when the patient’s physical file is required
Refers requests for copies of medical files to the concerned department/Head of Patient Services Dept. and in accordance to prescribed policy and procedures; identifies customer needs for direct assistance for such. Ensures that compliance to Patient and Corporate Confidentiality at all times.
Ensures that patient’s bill after consultation/ treatment are accurately processed. Validates completeness of data i.e. patient’s signature, doctor’s stamp, completed insurance claim forms, medical reports etc. Coordinates with the nurses, doctors and Ancillary Departments for any inadequacies in documentation requirements.
Maintains an accurate account balance with proper hand over of actual cash collected to the Main Cashier. (If handling Cash)
Assists the Patient Services Manager and Duty Officers in ensuring the smooth flow of patients and guests in the Out-Patient Clinics and Departments.
Assist the Patient Services Department while on off-duty (if necessary) by covering the short-staffed area
Collaborates with the Security staff/Duty Officers in identifying individuals coming to the Clinic/ Department Reception and refers them to the Security staff/Duty Officers when a concern regarding his/her presence is felt.
Identifies and attend to problem areas and/or maintenance needs in the assigned areas in coordination with the relevant Dept. Head/Duty Officer as necessary.
Demonstrates appropriate handling of emergency situations and customer complaints in a calm, effective manner

Other responsibilities

Ensures that all complaints as expressed by the hospital stakeholders-patients & family, doctors, and staff, as well as the corrective / preventive actions undertaken are properly recorded and referred to the Duty Officer and /or the Patient Services Manager in a prompt and timely manner.
Maintains an updated and accurate record of relevant documents including relevant telephone numbers list in the Clinic/ Department.
Receives, sorts and distributes mails, memos and other correspondence to appropriate department
Receive the memos, announcement, and other communication and coordinate with colleagues accordingly; post the announcement in the notice board for a certain period if needed.
Assists the Patient Services Manager / Duty Officer in effectively planning the staffing requirements and performance improvement in all clinics and departments.
Notifies and secures the approval of the Patient Services Manager for requests for leaves, changes of duties, requests for transfers, resignation, etc.
Assists in training new employees on the proper billing for the insurance claims, answering the phones, greeting patients and other work-related procedures.
Ensures adequacy of material resources and stationary requirements in the Clinic/ Department. Prepares the weekly requisitions for the above and receive the same from the Purchasing Store.
Performs projects and assignments as delegated from Patient Services Manager as needed
Participates in the quality improvement activities of the hospital

Compliance guidelines

Qualifications, Certifications and Experience

Required: 
Bachelor’s Degree

Required : 
1 year in Customer Services area; an experience in a similar position preferably in a Hospital

Concentrate for extended lengths of time
Tolerate frequent interruptions and accommodate readily to changing work priorities.
Readily and effectively communicate with others, both verbally and in writing.
Good command in written and spoken English, Arabic fluency is an advantage.
Presentable and pleasing personality
Proactive and approachable
Required physical activities to include standing, walking, kneeling, lifting, stretching, stooping and repetitive movements.
 

Physical requirements

Primarily a desk job with up to eight hours of office work involving frequent interaction with customers/patients and walking and standing for long hours to follow up with patient concerns.