Guest Care Representative (207806)

Position Overview

We are seeking a highly motivated and professional Guest Care Representative to join our team at the polyclinic. In this pivotal role, you will serve as the first point of contact for patients, healthcare professionals, and visitors, ensuring a seamless and positive experience from the moment they engage with our facility. Your responsibilities will encompass delivering exceptional reception and administrative services while upholding the clinic’s standards of professionalism, efficiency, and patient satisfaction.

Key Responsibilities

As a Guest Care Representative, your core duties will include:

• Patient and Visitor Engagement: Warmly welcome and greet all patients and visitors, whether in person or over the phone, addressing their inquiries with courtesy, efficiency, and a solutions-oriented approach to reinforce the polyclinic’s brand image.
• Reception Management: Ensure the reception area is consistently staffed, even during breaks, to maintain health, safety, and security standards while guaranteeing uninterrupted access to assistance for patients and visitors.
• Patient Registration and Updates: Accurately register new patients and update existing patient records by collecting comprehensive personal and financial information, adhering to the clinic’s protocols for data integrity and confidentiality.
• Appointment Coordination: Manage the booking, modification, and cancellation of patient appointments in alignment with the polyclinic’s procedures, optimizing the efficiency of the appointment system to minimize wait times and enhance patient flow.
• Urgent Care Facilitation: Prioritize patients without appointments who require urgent consultations by scheduling them into appropriate time slots and, when necessary, referring them to the appropriate physician for timely medical attention.
• Home Visit Requests: Receive and evaluate requests for home visits, assessing their urgency in accordance with the Practice’s established protocols. Prepare and distribute home visit summary sheets as required.
• Financial Transactions and Communication: Provide patients with clear information regarding charges for private or medical insurance services, process payments accurately, and issue receipts for services rendered. For medical insurance patients, follow the agreed-upon registration process to ensure compliance and efficiency.
• Administrative Support: Regularly monitor emails and fax machines for incoming messages, promptly responding to or redirecting communications as needed. Maintain a clean, organized reception area with readily available informational leaflets for patients and visitors.
• Call Handling: Professionally and courteously receive, redirect, or take messages from patients and the public, ensuring all interactions reflect the polyclinic’s commitment to excellence in customer service.

The Guest Care Representative is expected to demonstrate adaptability and a proactive mindset, as additional duties may be assigned by management to support evolving business needs.

Work Environment and Schedule

This position operates entirely indoors within a fast-paced healthcare setting. The successful candidate will work six days per week, with one designated day off, and adhere to an eight-hour workday including a one-hour rotating break to ensure continuous reception coverage.

Qualifications and Skills

To excel in this role, candidates must meet the following requirements:

• Education: A High School Diploma is required; a university degree is preferred.
• Experience: A minimum of three years of relevant experience in a similar position, with a proven track record in customer service, healthcare administration, or a related field.
• Technical Proficiency: Strong computer skills, particularly in Microsoft Office applications, to efficiently manage administrative tasks and patient records.
• Language Skills: Fluency in both English and Arabic, both written and spoken, to effectively communicate with a diverse patient population and healthcare team.