Officer, Protocol & VIP Services

The role of Guest Access Officer, VIP & Protocol Services is responsible for ensuring that VIP and Protocol guests, patients and their family members are given the utmost priority and importance by ensuring their healthcare journey runs smoothly and timely. This role provides “front-door” customer service to VIP and Protocol patients when they present physically to the service areas as well as over the phone. Reporting to the Supervisor, Patient Access Services, the Officer, Protocol & VIP Services performs all duties related to the pre-registration, registration, scheduling, patient identification, cash collections and insurance eligibility.

Roles:
Provides a copy of the Patient and Family Rights and Responsibilities to patients when a General Consent needs to be signed.
Performs accurate registration using thorough interview technique to ensure that information is 100% complete and accurate.
Exercises top-notch desirable customer service demeanor and professionalism in all communication, duties and attire while interacting with patients, physicians, staff, and visitors.
Pro-actively participates in collaboration with the Line Manager to meet the function’s strategic and operational goals of the hospital and Mubadala Health as a whole.
Adheres to the function’s policies, procedures and standards while ensuring compliance with applicable regulatory bodies.
Greets and welcomes patients
Performs positive identification of patients upon arrival
Prints and places wristbands on patients when applicable
Obtains insurance card and demographic information and inputs information into Electronic Medical Records (EMR)
Secure all signatures necessary for treatments e.g., General Consen forms

Versed in Hospital and applicable regulations and is especially sensitive to, and mindful of, patient confidentiality in all scenarios.
Performs patient registration activities by leveraging interview techniques and ensures capturing accurate details in a timely manner.
Obtains patient insurance cards and relevant information and accordingly inputs and maintains the captured information in the Electronic Medical
Records (EMR).
Ensures that all compliance requirements have been met, and the registration is properly created and/or updated for anticipated billing.
Conducts activities related to the reception area within the asset as and when required, communicates and coordinates information in a knowledgeable and courteous manner with caregivers, patients and their family members.
Assists with keeping family members updated regarding patient’s procedure/visit or any delays in the clinic to ensure their understanding and cooperation.
Assists in discharging patients, arranges follow up appointments, informs patients about next steps and handles enquiries if any.
Conducts administrative activities such as answering/relaying calls, messages, and emails, making reminder calls to patients, handling suggestions and complaints as well as referring patients’ inquiries to the relevant caregivers as and when required.
Ensures the completion of appropriate patient documents such as General Consent forms, payer compliance forms and patient insurance card copies/scans.
Substitutes as a Patient Access Officer that caters non-VIP/Protocol patients when operational needs dictate.
Other duties as assigned/requested

Education:
Job Specific Skills and Abilities
Ability to communicate and relay messages to patients in a culturally sensitive manner
Vocational / Technical Education
Experience
Minimum of two (2) years of similar experience
Bachelor’s degree can substitute for two (2) years of experience Practical knowledge in Microsoft Office suite
Fluency in reading, written and spoken English
Fluency in written and spoken Arabic