Job Description

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. 
   22. 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

DUTIES AND RESPONSIBILITIES

• Manage patient care from initial call through completion of medical checkup and departure.
• Advocate for patients’ and families’ rights and responsibilities, ensuring confidentiality, information sharing, and education.
• Develop, implement, and maintain customer feedback and complaint resolution procedures.
• Conduct daily visits to inpatient ward patients.
• Demonstrate strong problem-solving, effective communication, and conflict resolution skills.
• Communicate all relevant patient information to front office staff and physicians.
• Greet patients and/or families and clearly identify service requirements over the phone.
• Schedule and coordinate appointments with relevant specialists/consultants to ensure a smooth hospital visit.
• Provide patient information or refer to appropriate internal or external contacts as per physicians’ instructions.
• Expedite patient and visitor flow while delivering outstanding customer service in a friendly environment.
• Provide information to patients regarding medical insurance coverage.
• Maintain accurate records of customer discussions and correspondence.
• Prepare reports analyzing the quality of customer service.
• Perform additional related duties as assigned by higher authorities.
• Comply with all Occupational Safety & Health (OSH) and infection control policies, standards, and procedures.
• Work in accordance with documented OSH procedures, instructions, and assigned responsibilities.
• Be familiar with emergency and evacuation procedures.
• Report OSH hazards, incidents, near misses, and assist with risk assessments and incident reports.
• Comply with waste management policies and procedures.
• Attend required OSH and infection control training programs, mock drills, and awareness sessions.
• Use appropriate personal protective equipment (PPE) and safety systems.
• Adhere to international guidelines, DHA regulations, and Joint Commission International (JCI) standards in all patient-related and professional duties.

Qualifications

QUALIFICATION, LICENSURE, EDUCATION, EXPERIENCE, SPECIAL SKILLS

 Graduate in any discipline.

• Minimum 3 years of experience handling patients in a hospital environment.
• Proficient in technology applications, including basic MS Office (Word, Excel, PowerPoint), MS Outlook, and internet browsing.
• Demonstrates exceptional interpersonal skills, maturity, and sound judgment; able to communicate professionally with a diverse range of individuals, with superior telephone etiquette.
• Patient-focused, service-oriented, compassionate, and understanding.
• Strong organizational skills with the ability to manage multiple responsibilities under pressure while maintaining composure.
• Reliable, punctual, dependable, and responsive.
• Excellent command of written and spoken English; knowledge of Arabic is an advantage but not mandatory.