Title: Patient Affairs Specialist
Reports to: Patient Affairs Manager
Location: Dubai
Job Summary
The Patient Affairs Specialist role has two main responsibilities. The primary responsibility is
to use internally provided resources to book new patients and retain patients already seen in
the clinic. In addition the patient affairs specialist will ensure the patients have an excellent
“journey” through the facility and document this journey through the patient survey while
encouraging google reviews.
Second, the patient affairs specialist is responsible for ensuring all patients, visitors, and
families received at GluCare Integrated Diabetes Center feel warmly welcomed upon arriving
at the facility. In addition, the Front of the House role will ensure that all patients, visitors,
and families are registered in a timely manner, are escorted to the proper location, and
assisted as appropriate including the collection of information in a timely and safe manner.
Responsibilities
● Welcomes and greets all patients and visitors, in person or over the phone
● Answers the phone while maintaining a polite, consistent phone manner using
proper telephone etiquette
● Responsible for keeping the reception area clean and organized
● Registers new patients and updates existing patient demographics by collecting
detailed patient information including personal and insurance information
● Facilitates patient flow by notifying the provider of patients' arrival, being aware of
delays, and communicating with patients and clinical staff
● Responds to inquiries by patients, prospective patients, and visitors in a courteous
manner
● Keeps medical office supplies adequately stocked by anticipating inventory needs,
placing orders, and monitoring office equipment
● Protects patient confidentiality, making sure protected health information is secured
by not leaving PHI in plain sight and logging off the computer before leaving it
unattended
● Assist in claims processing and billing in coordination with the insurance and finance
teams
Education Requirements
Education: High school diploma or graduation
equivalency degree (GED).
● Knowledge of clinical procedures, first aid, and medical terminology.
● Knowledge of office procedures including administrative processes and procedures,
claims processing, preparing patient charts, and basic computer skills.
Experience and Skills
Experience: Previous clinic or hospital reception and leadership experience.
Skills: Highly organized, capable of multitasking and shows attention to details.
Supervisory skills in scheduling, training, and leading a team. Data analysis and strategic
thinking. Telephone etiquette, customer service, basic word, and excel programs, time
management, multi-tasking, organization, scheduling.
The most critical skills include teaching the following:
● Telephone Etiquette: When a patient calls in, the way in which the front desk
personnel handle the telephone call determines how the facility is perceived. The
medical office receptionist must be a good listener and maintain confidentiality in
addition to having good phone manners.
● Customer Service: Giving patients personal attention can go a long way in
establishing their positive experience with the facility. The receptionist should give
the patients a warm welcome when they enter the office. Even if you can't verbally
greet the patient, getting eye contact with them lets them know you are aware of their
presence and will get to them as soon as possible. If the patient brings a problem to
the receptionist, it should be addressed by immediately bringing it to the attention of
the nurse, clinician, or administrator as appropriate.
● Fluent in English and Arabic a plus
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