Patient Access Executive

Basic Purpose of the role To deliver an exceptional patient experience for all patients relatives and visitors To ensure correct patient identification and registration Have a mature outlook and to be accurate and observant Understand and respect client confidentiality Key responsibilities of the role Technical Related Ensure correct patient identification at time of registration To ensure proper patient registration as per patients Emirates ID and or other accepted IDand to avoid data entry errors To educate patients of registration process and ensure all consent and registration formsare correctly and duly completed To ensure correct and accurate scanning and upload of patient documents onto patient file in HIS System To reduce and minimize at time of registration any potential errors from incorrect entry of insurance details wrong Provider TPA entry incorrect card formats etc To always carry out eligibility check where applicable and to correctly check eligibility on various insurance company portals To provide patients with relevant insurance forms where applicable Assisting patients in clinic with Booking of follow up appointments new appointments and rescheduling as per patient request Assist patient with Mobile App registrations Ensuring attendance to RCM Related trainings and keeping up to date with new Insurance providers and special tie ups Complying to Front Office KPI s as set by Patient Experience Manager Service Related To greet patients and their families courteously Giving clear communication to patients of next steps after registration To deliver the highest level of service to all patients and their relatives Responsible for patient Confirmation call backs to reduce No Show Ensuring clear and frequent communication to patients regarding potential wait times Update patients of potential delays in clinic and of unplanned cancellations and reschedule patients accordingly Handling patients servicerelated complaints and queries and escalating to Patient Experience supervisor when necessary Contributing to all patient experience projects Ensuring patient satisfaction and encourage completion of patient satisfaction forms Promoting of Products and services at Front office level as and when required by Marketing team Ensuring attendance to Patient Experience trainings as set by Patient Experience Manager Working on Patient Experiences Areas as assigned by Patient Experience Supervisor and or Patient Experience Manager Meets and greets patients families and VIPs in a courteous and efficient manner as they arrive in the clinic department reception area and Assists VIP customers throughout their visit within the clinic Others Other tasks as assigned by Patient Experience Manager and as per operational needs Ensures compliance to the policy regulations and procedures of the department and the hospital Ensures that operational plans and improvement activities of the Patient Services are understood and implemented under the direct guidance of the Patients Services Manager Demonstrates behaviours that promote positive customer relations with the patients visitors and members of the hospital staff and are consistent with Hospital vision and Goals Other responsibilities Ensures that all complaints as expressed by the hospital stakeholderspatients family doctors and staff as well as the corrective preventive actions undertaken are properly recorded and referred to the Duty Officer and or the Patient Services Manager in a prompt and timely manner Maintains an updated and accurate record of relevant documents including relevant telephone numbers list in the Clinic Department Receives sorts and distributes mails memos and other correspondence to appropriate department Receive the memos announcement and other communication and coordinate with colleagues accordingly post the announcement in the notice board for a certain period if needed Assists the Patient Services Manager Duty Officer in effectively planning the staffing requirements and performance improvement in all clinics and departments Notifies and secures the approval of the Patient Services Manager for requests for leaves changes of duties requests for transfers resignation etc Assists in training new employees on the proper billing for the insurance claims answering the phones greeting patients and other workrelated procedures Ensures adequacy of material resources and stationary requirements in the Clinic Department Prepares the weekly requisitions for the above and receive the same from the Purchasing Store Performs projects and assignments as delegated from Patient Services Manager as needed Participates in the quality improvement activities of the hospital Compliance guidelines Qualifications Certifications and Experience Required Bachelors Degree Required Minimum of 1 year experience in Customer Services in a similar position preferably in a Hospital Demonstrated knowledge of excellent customer service Computer literate Flexible with shifts Concentrate for extended lengths of time Tolerate frequent interruptions and accommodate readily to changing work priorities Readily and effectively communicate with others both verbally and in writing Good command in written and spoken English Arabic fluency is an advantage Presentable and pleasing personality Proactive and approachable Required physical activities to include standing walking kneeling lifting stretching stooping and repetitive movements Physical requirements Primarily a desk job with up to eight hours of office work involving frequent interaction with customers patients and walking and standing for long hours to follow up with patient concerns