Guest Care Representative

Job Overview

This role involves delivering exceptional reception and administrative support to patients, medical professionals, and staff at the polyclinic. The successful candidate serves as the initial contact point, ensuring all patient inquiries are managed effectively and professionally to uphold the clinic's reputation.

Key Responsibilities

• Warmly welcome patients and visitors both in-person and via telephone, responding courteously to inquiries to maintain high patient satisfaction.
• Continuously staff the reception area, including during breaks, to address health, safety, security concerns, and patient needs without interruption.
• Register new patients and update existing patient records by accurately gathering personal and financial data.
• Manage scheduling by booking, modifying, and cancelling appointments to maximize the efficiency of the appointment system.
• Accommodate urgent consultations by fitting walk-in patients into suitable time slots and directing them to the appropriate medical personnel as necessary.
• Receive requests for home visits, prioritize their urgency per clinic protocols, and prepare corresponding summary documents (note: home visits pending confirmation).
• Inform patients regarding costs for private care or insurance-covered services, process payments, and issue receipts, strictly adhering to medical insurance registration procedures.
• Regularly monitor emails and fax communications, sending messages as needed to maintain smooth operations.
• Maintain cleanliness and order of the reception area and ensure informational leaflets are available for patients and visitors.
• Handle incoming calls professionally by redirecting or taking messages when appropriate.

Additional Duties: Other tasks may be delegated by management according to operational requirements.

Work Environment

• Indoor work environment (100%) with no outdoor duties.
• Six working days with one day off weekly.
• Shift-based schedule totaling eight net working hours daily, including a one-hour rotation break to guarantee consistent reception coverage.

Qualifications & Experience

• Education: High school diploma required; university degree preferred.
• Experience: Minimum of three years in a comparable role.
• Computer Proficiency: Familiarity with standard office software.
• Languages: Fluent spoken and written English and Arabic are mandatory.