Guest Care Representative (202457)

Role Overview

Guest Care Representative (202457) at Nahdi, providing high-quality professional reception and administrative service at a polyclinic.

Role Purpose

Act as the first point of contact for patients contacting the polyclinic, ensuring that all enquiries are efficiently and courteously handled while conveying the polyclinic's image and branding through professional reception and administrative support to patients, doctors, staff, colleagues, and health service professionals.

Key Responsibilities

Patient Reception & Greeting

• Welcome and greet all patients and visitors in person or over the phone, answering enquiries efficiently and courteously to ensure patient satisfaction.
• Receive and redirect calls or take messages from patients or the public in a professional and polite manner.

Appointment Management

• Book, amend, and cancel patient appointments in line with the polyclinic's appointment procedures, ensuring optimum efficiency of the appointment system.
• Ensure that patients without appointments who need urgent consultations are booked into appropriate slots and referred to the appropriate physician where necessary.

Patient Registration & Records

• Register new patients and update existing patient demographics by collecting detailed personal and financial information.
• Receive and accurately record requests for home visits, assessing urgency in accordance with the Practice's protocols and printing off home visit summary sheets.

Reception Coverage & Security

• Ensure the reception area is always manned at all times, including during breaks, to prevent health, safety, and security issues and maintain availability for patient enquiries.
• Maintain the reception area in a clean and tidy condition and ensure all information leaflets are available for patients or public as needed.

Payments & Communications

• Advise patients of relevant charges for private or medical insurance services, accept payments, and issue receipts for services delivered, following the agreed registration process for medical insurance patients.
• Check emails and fax machines regularly for incoming messages and send emails or faxes as required.

Additional Duties

• Perform other duties as assigned by the manager based on business need.

Qualifications & Experience

• High School Diploma; University degree preferred.
• 3 years' experience in a similar position.

Skills & Competencies

• Microsoft Office.
• English and Arabic: fluent spoken and written.

Additional Information

• Work environment: 100% indoors.
• Schedule: 6 working days per week with 1 day off.
• Working hours: 8 net working hours per shift with 1-hour rotational break to ensure continuous reception attendance.