VIP Ambassador - UAE National

American Hospital Dubai; Dubai; On-site; AED 60,000 - 80,000; Full time

Job summary

American Hospital Dubai is seeking a Patient Liaison to ensure an optimal patient experience and smooth clinic operations. This role involves escorting patients, coordinating with healthcare teams for registration and billing, and managing appointments.

The ideal candidate holds a Bachelor's Degree in Business Administration with a minimum of two years' experience in hospitality or healthcare, fluent in both English and Arabic.

Qualifications

• Minimum of two years of experience in hospitality or healthcare.
• Ability to work in a fast-paced environment.
• Excellent communication skills.

Responsibilities

• Coordinate patient appointments and liaise with healthcare teams.
• Assist patients with inquiries and complaints.
• Organize transportation and amenities for patients.

Skills

Customer service skills

Fluency in English

Knowledge of medical terminologies

Fluency in Arabic

Education

Bachelor’s Degree in Business Administration or related field

Job description

Serves as a comprehensive patient liaison, undertaking various responsibilities to ensure optimal patient experience and smooth clinic operations. Escorts patients and coordinates with the PRE/PBS team for registration, billing, and insurance matters. Oversees appointments, liaises with nurses and allied health staff, coordinates medication procurement with the pharmacy department, and allocates VIP rooms in collaboration with the nursing supervisor and housekeeping manager. Arranges amenities such as juices, snacks, and floral arrangements, acts as the primary point of contact for patient inquiries and needs. Handles phone calls courteously and professionally, addresses patient complaints promptly and liaises with Clinic Managers or Supervisors when necessary. Organizes transportation and collaborates with the home care coordinator, while assisting in staff orientation.

Responsibilities

• Escorts the patient.
• Ensures mobile phone is available 24 hours.
• Liaises with the PRE/PBS team regarding registration/billing and insurance.
• Oversees the appointments/appointment confirmation.
• Liaises with the nurses/phlebotomists/allied health.
• Liaises with the Package Coordinator regarding to book wellness packages efficiently
• Coordinates with the pharmacy department to get the medication.
• Liaises with the nursing supervisor to allocate the presidential suite/VIP room.
• Liaises with the Housekeeping Manager to prepare the presidential suite/VIP room.
• Liaises with the food service manager to arrange juices, snacks, tea and coffee and Royal fruit basket.
• Liaises with the flower shop to prepare the flowers.
• Acts as the point of contact for patients who need assistance or information.
• Answers phone calls politely and cordially.
• Handles patient complaints and addresses them to the concerned Clinic Manager/Supervisor in a timely manner without delay.
• Arranges the transportation (Valet, Careem/Uber service, etc)
• Liaises with the home care coordinator.
• Assists in the orientation of new staff members.
• Demonstrates a high level of customer service and communication.
• Demonstrates a highly professional look and high adherence to the dress code policy.
• Accepts additional duties, within the scope of practice in periods of higher workload, and needs and as assigned by PRR Supervisors or Customer Service Managers.
• Demonstrates flexibility with the working hours depending on department needs.
• Communicates in a clear manner including communication through internal mail (electronic and paper) and refrains from using aggressive tones and mannerisms.
• Responds promptly and positively to patients, families, co-workers and all others in a respectful, courteous and confidential manner.
• Maintains complete knowledge at all times of all hospital features/services/prices/packages and hours of operations.
• Prioritizes workload and completes correspondence in a timely manner.

Qualifications

• Bachelor’s Degree in Business Administration or related field

PERSONAL EXPERIENCE:

• Minimum of two (2) years of experience in hospitality or healthcare industry.
• Knowledge of Medical terminologies.
• Skills in customer service preferred.
• Ability to speak and write in English fluently.
• Ability to speak and write in Arabic preferred.
• Ability to prioritize and multi-task in a fast-paced deadline sensitive environment.
• Ability to prioritize tasks ensuring effective functioning of the area.