Guest Care Representative (207806)

Role Overview

Guest Care Representative at Nahdi, providing high-quality reception and administrative services in a polyclinic environment.

Role Purpose

Act as the first point of contact for patients, visitors, doctors, staff and health service professionals. Deliver professional reception and administrative support, manage patient enquiries efficiently and courteously, and uphold the polyclinic's image and branding standards.

Key Responsibilities

Patient Reception & Engagement

• Welcome and greet all patients and visitors in person or by 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.
• Advise patients of relevant charges for private or medical insurance services, accept payments and issue receipts for services delivered.
• Follow the agreed registration process for medical insurance patients.

Patient Registration & Records

• Register new patients and update existing patient demographics by collecting detailed personal and financial information.
• Check emails and fax machine regularly for incoming messages and send emails or faxes as required.
• Receive and accurately record requests for home visits, assessing urgency in accordance with the Practice's protocols and printing off home visit summary sheets.

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 but who need urgent consultations are booked into appropriate slots and referred to the appropriate physician where necessary.

Facility & Environment

• 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.
• Ensure the reception area is always kept clean and tidy and all information leaflets are available for patients or the public as needed.

General Duties

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

Qualifications & Experience

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

Skills & Competencies

• Office software proficiency.
• English and Arabic: fluent spoken and written.

Additional Information

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