Guest Care Representative (207798)

Role Overview

Guest Care Representative (207798) at Nahdi, providing high-quality professional reception and administrative service at a polyclinic.

Role Purpose

Act as the first point of contact for patients, visitors, and health service professionals, ensuring efficient and courteous handling of enquiries while conveying the polyclinic's image and branding through professional reception and administrative services.

Key Responsibilities

Patient Reception & Engagement

• Welcome and greet all patients and visitors in person or over the phone.
• Answer patient 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 in, amend and cancel patient appointments in line with the polyclinic's appointment procedures to ensure 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 patient information including personal and financial information.
• Receive and accurately record requests for home visits, assessing urgency in accordance with the Practice's protocols.
• Print off home visit summary sheets.

Payments & Insurance

• Advise patients of relevant charges for private or medical insurance services.
• Accept payments and issue receipts for services delivered.
• Follow the agreed registering process for medical insurance patients.

Reception Area Management

• Ensure that the reception area is always manned at all times, even during breaks, to avoid any health, safety and security issues and to maintain availability for patient enquiries.
• Keep the reception area clean and tidy.
• Ensure all information leaflets are available for patients or the public as needed.

Communications

• Check emails and fax machine regularly for incoming messages.
• 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; preferably University Graduate.
• 3 years in a similar position.

Skills & Competencies

• Office software proficiency.
• English fluent in spoken and written form.
• Arabic fluent in spoken and written form.

Additional Information

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