Guest Services Officer

About the Organization

M42 offers a wide range of healthcare services, from primary care to highly specialized treatments, utilizing advanced health technologies and precision medicine to achieve top-tier patient outcomes. Operating globally with over 480 facilities in 27 countries and a workforce exceeding 20,000 professionals, M42 aims to transform healthcare worldwide.

Sheikh Sultan bin Zayed Hospital (SSBZH) serves the Northern Emirates with more than 200 beds and JCI accreditation, providing community-centered, high-quality medical care. Supported by the expertise and technology of the M42 network, including Imperial College London Diabetes Centre and Mubadala Health Dubai, SSBZH focuses on innovation while addressing the healthcare needs of military personnel, their families, and the Northern Emirates community.

Role Overview

The Guest Services Officer acts as the primary point of patient contact, managing preregistration, registration, scheduling, patient identification, payment handling, and insurance verification. This position is key in delivering outstanding service in person and over the phone, ensuring smooth patient experience and clinic operations.

Responsibilities

• Receive patients and visitors, verify identities and complete accurate preregistration and registration by updating demographic and insurance records.
• Perform insurance eligibility verifications, confirm procedure validity, and inform patients about any out-of-pocket costs clearly.
• Ensure necessary patient signatures are collected, distribute patient rights information, and maintain compliance with regulatory and hospital standards.
• Coordinate appointment scheduling, follow-ups, reminders, and patient flow to maintain efficient clinic operations.
• Manage cash transactions, billing processes, account reconciliations, and bank deposits according to financial policies.
• Provide outstanding customer service demonstrating professionalism, confidentiality, and sensitivity to diverse patient needs.
• Respond to patient questions and concerns, effectively de-escalate complaints as needed, and collaborate with team leaders to swiftly solve service issues.
• Support operational needs including shift work, roster management, and front desk activities.
• Carry out general administrative tasks such as answering phone calls, replying to emails, and ensuring smooth patient navigation within the clinic.

Qualifications

• Completion of Vocational or Technical Education.
• Minimum of two years of related experience; alternatively, holding a Bachelor's degree may replace the experience requirement.
• Strong analytical and problem-solving abilities.
• Proficiency with Microsoft Office applications.
• Fluent command of English in reading, writing, and speaking.