SUPPORT

Position Overview

We are seeking a dedicated and detail-oriented Support professional to join our healthcare team. In this pivotal role, you will serve as the first point of contact for patients, ensuring seamless administrative operations and exceptional customer service. Your responsibilities will encompass managing patient records, coordinating appointments, handling financial transactions, and facilitating communication between patients and healthcare providers. This position is ideal for an organized, proactive individual with strong interpersonal skills and a commitment to maintaining high standards of accuracy and professionalism.

Key Responsibilities

The Support role is multifaceted, requiring a blend of administrative expertise and customer service excellence. Your core duties will include:

• Patient File Management: Open and maintain comprehensive patient files for new arrivals, meticulously recording all required demographic, medical, and insurance information to ensure accuracy and compliance with healthcare regulations.
• Appointment Coordination: Schedule, reschedule, and cancel patient appointments with precision, utilizing advanced scheduling tools to optimize patient flow and minimize wait times. Coordinate with healthcare providers to confirm physician availability and duty schedules in alignment with the Outpatient Department (OPD) calendar.
• Patient Registration & Verification: Register patients upon arrival, verifying critical details such as identification, insurance coverage, and eligibility. Ensure all supporting documents, including insurance approvals and valid IDs, are current, properly scanned, and uploaded into the system for seamless access by authorized personnel.
• Walk-In Patient Notification: Promptly notify the healthcare team of walk-in patients to facilitate timely care and reduce operational bottlenecks.
• Front Desk & Call Center Operations: Manage incoming phone calls at the reception desk and through the call center line, providing courteous and efficient assistance to patients. Direct calls to appropriate departments or personnel, ensuring inquiries are resolved promptly and accurately.
• Financial Transactions & Reconciliation: Handle cash payments with integrity, accurately recording transactions and reconciling daily balances. Prepare and total bills, ensuring all financial documentation is complete and error-free before transferring records to the Insurance and Finance Coordinator at the end of each shift.
• Administrative Support: Perform additional duties as assigned, including but not limited to maintaining office supplies, updating patient records, and assisting with special projects to enhance operational efficiency.

Qualifications & Competencies

To excel in this role, you must possess the following qualifications, skills, and attributes:

Education & Experience

• Senior Officer: A minimum of 3 years of hands-on experience in patient registration, appointment scheduling, or a closely related administrative role within a healthcare or customer service environment.
• Officer: 0 to 2 years of relevant experience in patient-facing administrative roles, demonstrating a foundational understanding of healthcare operations and customer service principles.
• A Bachelor’s Degree in Business Administration, Healthcare Administration, or a related field is required to ensure a strong foundation in organizational and operational management.

Technical & Soft Skills

• Technical Proficiency: Working knowledge of Microsoft Office applications (e.g., Word, Excel) and Enterprise Resource Planning (ERP) systems is essential for managing records, scheduling appointments, and generating reports.
• Analytical & Problem-Solving Skills: Ability to assess situations, identify discrepancies, and implement effective solutions to maintain smooth operational workflows.
• Attention to Detail: A meticulous approach to data entry, record-keeping, and financial transactions to ensure accuracy and compliance with healthcare standards.
• Communication Skills: Excellent oral and written proficiency in English, with fluency in Arabic preferred. Strong interpersonal skills to interact effectively with patients, healthcare providers, and internal teams.

Personal Attributes

This role demands a high level of professionalism, adaptability, and a customer-centric mindset. The ideal candidate will demonstrate:

• Integrity and discretion when handling sensitive patient and financial information.
• Strong organizational skills to manage multiple tasks and prioritize effectively in a fast-paced environment.
• Empathy and patience when addressing patient inquiries or concerns.
• Commitment to continuous learning and staying updated on healthcare administrative best practices.