Guest Services Officer (Emirati talent)

Imperial College London Diabetes & Endocrine Centre; Al Ain; On-site; AED 78,000 - 123,000; Full time

Job summary

The Imperial College London Diabetes & Endocrine Centre is seeking a Guest Services Officer to manage pre-registration, registration and scheduling for patients across Abu Dhabi campuses. You will verify insurance eligibility, capture accurate demographics in the EMR, collect payments, and liaise with clinicians and families while upholding confidentiality and DOH/JCI standards.

You will welcome patients, handle inquiries, schedule appointments, and support discharge coordination with empathy

Qualifications

• 2+ years of similar experience.
• Bachelor’s degree can substitute for 2 years of experience.
• Strong attention to details.
• Ability to communicate effectively with patients in a culturally sensitive manner.
• Proficient in Microsoft Word, Excel, and Outlook.

Responsibilities

• Welcome and assist patients on arrival and check-in.
• Register patients with demographic and insurance details in EMR.
• Verify insurance eligibility and patient identity for billing.
• Obtain required signatures and explain rights and next steps.
• Schedule appointments and make reminder calls.
• Liaise between patients, families and clinical teams while maintaining confidentiality.
• Handle payments and receipts, ensuring cash handling procedures.
• Respond to calls and inquiries with empathy and resolve issues.
• Participate in department meetings and training to meet quality standards.

Skills

Customer service

Communication skills

Attention to detail

Cross-cultural communication

MS Office

Education

Bachelor’s degree

Tools

EMR systems

Job description

Overview

M42 delivers comprehensive healthcare services across the full continuum of care; from primary care to advanced specialty treatments. Leveraging cutting-edge health technologies and precision medicine, we ensure the highest standards of effectiveness, efficiency, and patient-centered outcomes. With a global presence spanning more than 480 facilities in 27 countries and a dedicated workforce of over 20,000 professionals, M42 is uniquely positioned to redefine the future of healthcare on a global scale.

Imperial College London Diabetes & Endocrine Centre (ICLDEC) is a global leader in diabetes and endocrine treatment, education and research. Established in 2006 by Mubadala in partnership with the UK’s Imperial College London, the Centre specializes in treating all types of diabetes and endocrine disorders, as well as focusing on diabetes research, training, and public health awareness. The Centre, which operates four branches across Abu Dhabi, Al Ain and Al Dhafra, has gained international recognition for its holistic approach to the treatment of diabetes and related complications that enables patients to receive the full spectrum of care in one place.

The Guest Services Officer performs all duties related to the pre-registration, registration, scheduling, patient identification, cash collections, billing and insurance eligibility. This role provides “front-door” customer service to patients when they present physically to the service areas as well as over the phone. Guest Services Officers communicate directly with patients and families, physicians, nurses, and are responsible for ensuring the hospital maintains compliance where applicable with the Department of Health (DOH) and Joint Commission International (JCI) standards. Ensures adherence to all customer satisfaction indicators to ensure service excellence and ultimately increase in M42’s Likelihood to Recommend and Net Promoters Score.

Responsibilities

• Welcome and assist patients upon arrival, ensuring a smooth and friendly check-in experience.
• Accurately register patients using a structured interview approach and capture all demographic and insurance details into the Electronic Medical Records (EMR).
• Verify insurance eligibility, patient identity, and out-of-pocket responsibilities to facilitate seamless care and billing.
• Secure all required patient signatures, including general consent and compliance documents, while ensuring patients understand their rights and next steps.
• Schedule appointments, make reminder calls, and support patients with discharge coordination and follow-ups.
• Act as a liaison between patients, their families, and clinical teams, maintaining professional communication and upholding confidentiality at all times.
• Collect payments (co-pays, deductibles, etc.), manage receipts, and ensure cash handling procedures are followed precisely.
• Handle incoming calls, inquiries, and patient feedback with empathy and efficiency, ensuring timely resolution or escalation.
• Support operational excellence by participating in department meetings, completing training requirements, and meeting quality, productivity, and patient satisfaction standards.

Qualifications

• 2+ years of similar experience
• Bachelor’s degree can substitute for 2 years of experience
• Strong attention to details
• Ability to communicate and relay messages to patients in a culturally sensitive manner
• Proficient in using Microsoft Office tools such as Word, Excel, and Outlook