Summary
Thumbay Hospital, Ajman is seeking a Guest Service Officer with a Bachelor of Business Administration and at least two years of experience. The role includes welcoming and registering patients, managing appointments and inquiries across several channels, and helping maintain patient privacy and safety. The officer also handles patient feedback, insurance checks, payments, and coordination with clinical and administrative teams. Arabic and English are required.
The posting
As published on thumbay.com. Pulled from the employer's site and shown as they wrote it.
Company
Thumbay Hospital , Ajman
Responsibilities
Patient Rights and Education (PFR): Informing patients and their families of their rights and responsibilities during admission. CSOs must hand out and clearly explain informed consent protocols and institutional feedback channels.Strict Patient Privacy Compliance: Verifying identities and managing Protected Health Information (PHI) according to strict international data privacy guidelines before sharing any financial or medical records.Patient Safety Goal Integration: Supporting JCI International Patient Safety Goals (IPSGs) by using at least two unique identifiers (such as full name and date of birth) during registration, checking in, and making appointments to prevent patient misidentification.Standardized Complaint Resolution: Managing patient grievances using a formal, standardized escalation matrix. CSOs document incidents accurately so the quality department can perform root-cause analyses to prevent future issues.Daily Front-Line OperationsPatient Registration and Flow Control: Welcoming patients and visitors, opening physical or electronic medical files, and managing lines to keep outpatient areas running smoothly.Omnichannel Support: Handling appointment bookings, changes, and general inquiries via phone, email, live chat, or online patient portals.Financial Administration: Checking insurance eligibility, explaining co-payments or deductibles, processing payments, and accurately reconciling daily cash sheets.Interdepartmental Liaison: Directing clinical queries to licensed nursing or medical staff while coordinating closely with inpatient wards, clinics, and billing offices to resolve open patient requests.Key Performance Indicators (KPIs)First-Contact Resolution: Solving patient inquiries or non-clinical complaints during the very first interaction.Patient Satisfaction Scores: Achieving high ratings on post-visit surveys and formal hospital feedback forms.Data Entry Accuracy: Maintaining a zero-error rate in patient demographics and insurance verification to avoid billing issues or identity mix-ups
Skills required
- Communication
- Patient Management
Qualification
Bachelor of Business Administration
Experience
minimum 2
Languages
- Arabic
- English