Job Description

Job Title: Customer Services Representative

Department

Customer Service / Front Office

Location

Dubai, United Arab Emirates

Reports To

Customer Service Supervisor / Front Office Manager

Job Summary

The Customer Services Representative is responsible for providing excellent customer service to patients and visitors while ensuring smooth front desk and patient registration operations within the healthcare facility. The role involves handling appointments, patient inquiries, registration, billing coordination, and maintaining a professional and patient-centered experience in compliance with DHA regulations and organizational standards.

Key Responsibilities

Patient Registration & Reception

• Welcome patients and visitors in a professional and courteous manner.
• Register patients accurately in the hospital/clinic management system.
• Verify patient identification, insurance details, and required documents.
• Ensure all patient information is updated and maintained confidentially.

Appointment & Call Handling

• Schedule, confirm, reschedule, and cancel patient appointments.
• Handle incoming calls, emails, and patient inquiries efficiently.
• Coordinate with doctors, nurses, and departments regarding appointment availability and patient flow.
• Provide patients with information regarding services, timings, and procedures.

Insurance & Billing Coordination

• Verify insurance eligibility and approvals when required.
• Coordinate with insurance and billing departments for patient transactions.
• Inform patients about payment policies and required documentation.
• Collect payments and issue receipts as per company procedures.

Customer Experience

• Address patient concerns and complaints professionally and escalate when necessary.
• Maintain high standards of customer satisfaction and service excellence.
• Support patient experience and engagement initiatives.
• Ensure a welcoming, organized, and professional reception environment.

Compliance & Administration

• Ensure compliance with DHA regulations, patient confidentiality, and organizational policies.
• Maintain accurate records and daily reports.
• Follow infection control and healthcare safety standards.
• Support administrative and operational tasks as assigned.

Qualifications

• Bachelor’s Degree or Diploma in Business Administration, Healthcare Administration, or related field.
• 1–3 years of customer service or front office experience, preferably in a healthcare facility in the UAE.
• Knowledge of healthcare customer service processes and medical insurance procedures.
• Familiarity with DHA standards and healthcare systems is an advantage.
• Proficiency in Microsoft Office and hospital management systems.
• Excellent communication skills in English; Arabic is an advantage.

Skills & Competencies

• Customer service orientation
• Communication and interpersonal skills
• Professional appearance and conduct
• Problem-solving abilities
• Attention to detail and accuracy
• Ability to work under pressure
• Teamwork and coordination
• Time management and multitasking