Patient Experience Officer (Sakina)

SEHA - Abu Dhabi Health Services Co.; Al Ain; On-site; AED 40,000 - 60,000; Full time

Job summary

SEHA - Abu Dhabi Health Services Co. is looking for a customer service representative to provide high-quality assistance to patients and their families. The role involves responding to inquiries through various channels and ensuring adherence to service excellence standards.

The ideal candidate should have a diploma in Accounting, Finance, Business Administration, or a related field, with a preference for a bachelor's degree. Effective communication and a customer-focused philosophy are essential for success in this position.

Qualifications

• Diploma in Accounting, Finance, Business Administration, or any relevant field.
• Bachelor’s degree in Accounting, Finance, Business Administration, or any relevant field is desired.

Responsibilities

• Interact with customers face to face and over multiple channels.
• Maintain courtesy, professionalism, confidentiality, and privacy.
• Proactively attend to patient needs and concerns.
• Communicate effectively with SEHA staff and management.
• Adhere to SEHA policies and procedures.

Skills

Customer service skills

Communication skills

Problem-solving skills

Patient-centered approach

Education

Diploma in a relevant field

Bachelor’s degree in a relevant field (desired)

Job description

Job Description

Responsible for providing patients and their families with on‑the‑spot help and information, delivering high‑quality customer service, and communicating customer information and feedback to staff and management for quality purposes.

Responsibilities

• Interact with customers face to face, over telephone, email, chat, mobile app, etc. to answer questions and provide general information on appointments, referrals, facilities, available services, care providers, events, and campaigns.
• Demonstrate a patient‑centered approach in all interactions, ensuring adherence to SEHA values, service excellence standards, established workflows, call scenarios, and scripts.
• Maintain courtesy, professionalism, confidentiality, and privacy when interacting with patients, customers, and staff members.
• Proactively attend to patient needs, requests, and concerns.
• Stay updated on available services, physician specialties, facility workflows, required documents, campaigns, and events.
• Share information on workflow updates, eligibility updates, new campaigns, and events with patients.
• Assist with positive and timely resolution and documentation of requests and issues and elevate formal complaints to the Quality team.
• Communicate directly with various SEHA staff members to resolve issues and concerns.
• Escalate clinical questions to the Clinical team and unresolved queries or concerns to team leaders or Senior Officers.
• Handle assigned tasks in accordance with set policies and procedures (scheduling, registration, eligibility checks, payment collection, etc.).
• Follow SEHA policies and procedures for registering patients, scheduling, rescheduling, and canceling appointments; calling to remind patients; checking patients in; checking insurance eligibility and visit authorizations; updating patient information; ensuring consent forms are signed; generating wrist bands; completing inpatient admissions; collecting payments; issuing receipts, etc.
• Promote and prioritize scheduling for new doctors and services, or those with fewer bookings.
• Obtain and input accurate and updated demographic data, contact details, and insurance information for all scheduled patients.
• Identify and assign correct Enterprise Person Identification and/or Medical Record Numbers.
• Orient the customer to the registration process, identification, patient rights and responsibilities, and consent forms as required.
• Initiate and forward all merge requests for multiple EPI or MRN records to the HIM (Health Information Management) department.
• Provide information to patients on expected waiting times, next steps, follow‑up appointments proactively and when questions arise.
• Coordinate and assist nursing staff and physicians to prevent and address patient complaints.
• Coordinate with other departments to ensure efficient and accurate scheduling, registration, and admission of patients.
• Act responsibly and ensure that all job activities are carried out efficiently and accurately.
• Participate in improving Patient Access services, performance, and productivity.
• Provide public holiday and out‑of‑hours coverage as required.
• Collaborate with other team members to provide a seamless service.
• Assist less experienced representatives and provide guidance on unusual or complex queries.
• Attend lectures, training sessions, and meetings as required.
• Collaborate and communicate professionally and effectively with team members internally and in other departments.
• Promptly alert management of any issues related to the accomplishment of work assignments.
• Adhere to SEHA standards relating to grooming, dress code, personal hygiene, and presentation.
• Comply with policies, procedures, and practices of SEHA facilities and other regulatory requirements, including licensure, certification, and mandatory training within established time frames.
• Maintain confidentiality regarding any information exchanged or received in this capacity in accordance with facility policy.
• Promote customer‑service standards by acting as a brand ambassador for the facility and fostering a customer‑focused philosophy.
• Maintain positive and effective working relationships within the department/division and with other departments or sections within the facility.
• Perform any other duties as may be assigned relevant to the basic responsibilities of the role.
• Adhere to Occupational Health and Safety, Materials Management, and Maintenance standards, infection control guidelines, and emergency preparedness plans and policies.
• Recognize the necessity of continuously developing skills and acquiring additional knowledge appropriate to the position.
• Dress appropriately to meet the expectations of the specific work area and in alignment with Occupational Health and Safety policies.
• Build key partnerships within the organization to pursue client‑centered, comprehensive, integrated systems of care.
• Comply with regulations related to mentoring, training, and development of UAE nationals staff.

Qualifications

• Diploma in Accounting, Finance, Business Administration, or any relevant field.
• Desired: Bachelor’s degree in Accounting, Finance, Business Administration, or any relevant field.