Job Description

1. DUTIES AND RESPONSIBILITIES
   1. Take care of the patients from the time they call till they finish their medical checkup and go back. 
   2. Advocates patients’ and their families’ rights and responsibilities, confidentiality, information and education.
   3. Develop and maintain the feedback/complaint procedure for customers to use and receive redressal. 
   4. Visit inpatient ward patients on daily basis. 
   5. Should be capable of solving problems, effective communication strategies and conflict resolution. 
   6. Communicate all information to front office personnel and Physicians regarding Patient.
   7. Greets patient or/and their family and find out the nature of their service requirement clearly over phone. 
   8. Depending on the same block appointments with the concerned specialists/consultants so that the Customer will not have any hassle in completing their hospital visit. 
   9. Provide information to assist patient or refer them to appropriate contacts, either in the organization or elsewhere as per the Physicians directions. 
   10. Expedite flow of visitors/patients and ensure that each person receives outstanding   customer service by providing a friendly environment.
   11. Provide information about medical insurance coverage to patients.
   12. Keeps accurate records of discussions or correspondence with customers. 
   13. Write reports analyzing the quality of customer service. 
   14. Performs other related duties incidental to the work described herein as and when assigned by the higher authorities. 
   15. Comply with all OSH and infection control policies, standards and procedures and cooperate with hospital management to comply those requirements. 
   16. Work accordance with the documented OSH procedures and instructions, specific responsibilities.   
   17. Be familiar with emergency and evacuation procedures. 
   18. Notifying OSH Hazards, incidents, Near misses and issues and assistance with the preparation of risk assessments, incident reports.
   19. Comply with Waste management procedures and policies. 
   20. Attend applicable OSH/Infection control training programs, mock drills and awareness programs.
   21. Use of appropriate personal protective equipment and safety systems. 

To follow appropriate international guidelines, DHA regulations & Joint Commission International norms while treating or managing patients as well as while discharging their professional duties.   

Responsibilities

• Attend to patients from the time they call until they complete their medical checkup and leave the facility.
• Advocate for patients’ and their families’ rights and responsibilities, ensuring confidentiality, information, and education.
• Develop and maintain feedback/complaint procedures to facilitate customer redressal.
• Conduct daily visits to inpatient ward patients.
• Demonstrate problem-solving, effective communication, and conflict resolution skills.
• Communicate relevant patient information to front office personnel and physicians.
• Greet patients and/or their families, clearly identify their service requirements, and schedule appointments with the appropriate specialists/consultants.
• Provide information to assist patients or refer them to appropriate contacts within the organization or externally as per physician directions.
• Expedite the flow of visitors/patients and ensure excellent customer service, maintaining a friendly environment.
• Provide guidance on medical insurance coverage to patients.
• Maintain accurate records of discussions or correspondence with patients.
• Prepare reports analyzing the quality of customer service.
• Perform other related duties as assigned by higher authorities.

Occupational Safety & Health (OSH) / Infection Control:

• Comply with all OSH and infection control policies, standards, and procedures, cooperating with hospital management.
• Work in accordance with documented OSH procedures and instructions.
• Be familiar with emergency and evacuation procedures.
• Report OSH hazards, incidents, near misses, and assist with preparation of risk assessments and incident reports.
• Comply with waste management procedures and policies.
• Attend applicable OSH/Infection control training programs, mock drills, and awareness programs.
• Use appropriate personal protective equipment (PPE) and safety systems.
• Follow international guidelines, DHA regulations, and Joint Commission International norms while managing patients and performing professional duties.

Qualifications

• Education: Graduate in any discipline.
• Experience: Minimum 3 years’ experience handling patients in a hospital environment.
• Technical Skills:
  • Proficient in technology applications, including basic MS Office (Word, Excel, PowerPoint), MS Outlook, and Internet Explorer.
• Interpersonal Skills:
  • Exceptional interpersonal skills, maturity, and good judgment.
  • Able to communicate professionally with a diverse range of individuals.
  • Superior phone etiquette.
• Patient Service Orientation:
  • Patient-focused, service-oriented, patient and understanding.
• Organizational Skills:
  • Efficient organizational skills; able to handle multiple responsibilities under pressure while maintaining composure.
• Professional Attributes:
  • Reliable, punctual, dependable, and responsive.
• Language Skills:
  • Excellent command of oral and written English.
  • Knowledge of Arabic is advantageous/desirable but not essential.