Job Title: Customer Service Executive

Department

Location

Reports To

Job Summary

Key Responsibilities

Patient Registration & Reception

• Welcome patients and visitors in a professional and courteous manner.
• Register patients accurately in the hospital/clinic management system.
• Verify patient identification, insurance details, and required documents.
• Ensure all patient information is updated and maintained confidentially.

Appointment & Call Handling

• Schedule, confirm, reschedule, and cancel patient appointments.
• Handle incoming calls, emails, and patient inquiries efficiently.
• Coordinate with doctors, nurses, and departments regarding appointment availability and patient flow.
• Provide patients with information regarding services, timings, and procedures.

Insurance & Billing Coordination

• Verify insurance eligibility and approvals when required.
• Coordinate with insurance and billing departments for patient transactions.
• Inform patients about payment policies and required documentation.
• Collect payments and issue receipts as per company procedures.

Customer Experience

• Address patient concerns and complaints professionally and escalate when necessary.
• Maintain high standards of customer satisfaction and service excellence.
• Support patient experience and engagement initiatives.
• Ensure a welcoming, organized, and professional reception environment.

Compliance & Administration

• Ensure compliance with DHA regulations, patient confidentiality, and organizational policies.
• Maintain accurate records and daily reports.
• Follow infection control and healthcare safety standards.
• Support administrative and operational tasks as assigned.

Qualifications

• Bachelor’s Degree or Diploma in Business Administration, Healthcare Administration, or related field.
• 1–3 years of customer service or front office experience, preferably in a healthcare facility in the UAE.
• Knowledge of healthcare customer service processes and medical insurance procedures.
• Familiarity with DHA standards and healthcare systems is an advantage.
• Proficiency in Microsoft Office and hospital management systems.
• Excellent communication skills in English; Arabic is an advantage.

Skills & Competencies

• Customer service orientation
• Communication and interpersonal skills
• Professional appearance and conduct
• Problem-solving abilities
• Attention to detail and accuracy
• Ability to work under pressure
• Teamwork and coordination
• Time management and multitasking