Customer Service Representative

Performs patient registration processes, ensures timely check-in and completes pre-registration forms, updates patient information in the system, verifies financial details, and maintains updated records as per the American Hospital Dubai's protocols. Schedules appointments, reminds patients of appointments, oversees appointment transfers and cancellations, and screens patient information during telephone calls. The position also entails cashiering duties such as entering charges, liaising with insurance and finance departments, collecting payments, and addressing billing inquiries.

Patients Registration:

• Ensures patients are registered/checked in/arrived on time as per their appointment time.
• Ensures the complete pre-registration form and encodes all data into the patient's Electronic Medical Record (EMR).
• Modifies patient information upon their attendance in the patient's Electronic Medical Record (EMR) as per the established criteria.
• Ensures the right entry of financial details for patients in the patient's Electronic Medical Records (EMR) after obtaining the documents to support the payment mode.
• Ensures having updated patient details and signed consent every 6 months upon patients' attendance to the hospital as per Hospital policies and procedures.
• Informs walk-in patients regarding waiting time.
• Ensures all relevant documents are scanned into the patient's Electronic Medical Record (EMR).
• Verifies patient insurance card against updated direct billing list.

Scheduling Appointments:

• Schedules and books appointments as requested appropriately, linking patients' files to the appointments booked in patients' Electronic Medical Records (EMR).
• Reminds patients regarding their appointments and confirms through phone calls.
• Transfers appointments; cancels appointments; reminds patients regarding their preparations.
• Maintains records of transferred appointments; cancels appointments; and DNA records.
• Screens patient information regarding details during telephone calls and explains preparations.

Cashiering:

• Enters charges and orders into patient's Electronic Medical Record (EMR) efficiently.
• Liaises with the Insurance and Finance Department.
• Ensures insurance and finance documentation is completed as per the established criteria.
• Collects payment, issues receipts, completes designed cashier report by using patient's Electronic Medical Records (EMR) and prepares the manual report.
• Follows up on all cash outstanding, notes all remarks, and resolves late charges.
• Informs patient about billing details and explains about the non-covered charges.

Clerical Assistance:

• Serves as a Receptionist and Clerical Assistant for the Medical Imaging Department.
• Documents and channels telephonic messages appropriately.
• Participates in staff meetings and unit projects.
• Assists in the orientation of new PRR staff members to the department.
• Facilitates efficient department function by consulting and communicating with all co-workers.
• Maintains complete knowledge at all times of all hospital features/services/prices/packages and hours of operations.
• Ensures that the place of work and surrounding area is kept clean and organized at all times.
• Directs patients to clinical sections/other departments as required.
• Makes suggestions/implements process improvements in daily work.
• Participates in all education relating to Joint Commission International Accreditation (JCIA)/Performance Improvement (PI)/Patient Safety.
• Participates in ongoing customer service training and continuing education.
• Encourages patients to complete satisfaction surveys.
• Documents all customers’ requests, complaints or problems immediately and notifies the clinic manager for immediate action.
• Maintains confidentiality of all patient and hospital information.
• Ensures true, honest and accurate patient feedback.
• Maintains a high standard of personal appearance and hygiene at all times.

• High School Graduate
• Bachelor's Degree in any field preferred

PROFESSIONAL EXPERIENCE:

• Minimum of two (2) years of experience as a Receptionist in a Hospital setting.
• Knowledge of computer applications with word processing packages (e.g. Word, Excel and PowerPoint, Internet, and email systems).
• Knowledge of Joint Commission International Accreditation (JCIA) standards.
• Knowledge of medical terminologies preferred.
• Skills in customer service and cashiering.
• Ability to speak and write in English fluently.
• Ability to handle multi-phone lines.

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