Customer Service Representative

Role Overview

Customer Service Representative at American Hospital Dubai, providing patient registration, appointment scheduling, cashiering, and clerical support services.

Role Purpose

Deliver efficient patient registration and administrative services while managing appointment scheduling, financial transactions, and clerical duties to ensure smooth hospital operations and patient satisfaction.

Key Responsibilities

Patient Registration

• Ensure patients are registered, checked in, and arrive on time according to their appointment schedule.
• Complete pre-registration forms and encode all data into the patient's Electronic Medical Record (EMR).
• Modify patient information in the EMR upon attendance as per established criteria.
• Enter financial details accurately into the EMR after obtaining supporting payment documentation.
• Ensure updated patient details and signed consent are obtained every 6 months upon patient attendance in accordance with hospital policies and procedures.
• Inform walk-in patients regarding waiting time.
• Scan all relevant documents into the patient's Electronic Medical Record (EMR).
• Verify patient insurance card against the updated direct billing list.

Appointment Scheduling

• Schedule and book appointments as requested, linking patient files to appointments in the EMR.
• Remind patients of upcoming appointments and confirm attendance through phone calls.
• Transfer appointments, cancel appointments, and remind patients regarding their preparations.
• Maintain records of transferred appointments, cancellations, and DNA (Did Not Attend) records.
• Screen patient information during telephone calls and explain necessary preparations.

Cashiering

• Enter charges and orders into the patient's EMR efficiently.
• Liaise with the Insurance and Finance Department.
• Ensure insurance and finance documentation is completed as per established criteria.
• Collect payments, issue receipts, complete designed cashier reports using the EMR, and prepare manual reports.
• Follow up on all outstanding cash, document remarks, and resolve late charges.
• Inform patients about billing details and explain non-covered charges.

Clerical Assistance

• Serve as Receptionist and Clerical Assistant for the Medical Imaging Department.
• Document and channel telephonic messages appropriately.
• Participate in staff meetings and unit projects.
• Assist in the orientation of new Patient Registration Representative (PRR) staff members to the department.
• Facilitate efficient department function by consulting and communicating with all co-workers.
• Maintain complete knowledge of all hospital features, services, prices, packages, and hours of operations.
• Keep the workplace and surrounding area clean and organized at all times.
• Direct patients to clinical sections and other departments as required.
• Make suggestions and implement process improvements in daily work.
• Participate in all education relating to Joint Commission International Accreditation (JCIA), Performance Improvement (PI), and Patient Safety.
• Participate in ongoing customer service training and continuing education.
• Encourage patients to complete satisfaction surveys.
• Document all customer requests, complaints, and problems immediately and notify the clinic manager for immediate action.
• Maintain confidentiality of all patient and hospital information.
• Ensure true, honest, and accurate patient feedback.
• Maintain a high standard of personal appearance and hygiene at all times.

Qualifications & Experience

• High School Graduate.
• Bachelor's Degree in any field preferred.
• Minimum of two (2) years of experience as a Receptionist in a hospital setting.
• Knowledge of Joint Commission International Accreditation (JCIA) standards.
• Knowledge of medical terminologies preferred.

Skills & Competencies

• Knowledge of computer applications including word processing packages (Word, Excel, PowerPoint), Internet, and email systems.
• Customer service skills.
• Cashiering skills.
• Ability to speak and write in English fluently.
• Ability to handle multi-phone lines.