Patient Relations Representative

Position Summary

All comments, attitudes, actions, and behaviors have a direct affect on the hospital’s image and perceptions of quality service. Interaction with patients, physicians, referral sources, affiliate schools, guests, visitors, volunteer workers, co-workers, supervisors, vendors, etc. must be in a manner that is friendly, supportive, courteous, respectful, cooperative, and professional. This behavior should promote an atmosphere of teamwork, which is congruent with hospital standards and guidelines to promote positive relations

Summary of Main Duties

•    Actively participates in upholding and promoting the vision and culture of University Hospital-Sharjah (UHS)
•    Complies with all UHS policies and procedures and fire regulations. 
•    Participates in all aspects of the International Accreditation program to assist UHS attain and maintain international accreditation standards. 
•    Register patients according to hospital protocols.
•    Greet patients and Hospital visitors as well as directing patients and medical representatives to the appropriate location and services. While doing this, they should be courteous, polite and helpful to the public and clients at all time and thus manage the reception area.
•    Provide customer service to patients, visitors and hospital staff. Respond/ answer telephone calls as required.
•    Explain clinic policy to patients while receiving and delivering messages.
•    Handle and manage the continuous flow of information in doctors' offices in health care establishments.
•    Organize and maintain forms and office stationary required for front desk activities.
•    Respect and maintain privacy and dignity of patients and assure patients confidentiality at all times.
•    Schedule appointments, organize overflowing paper documents and distribute the required information via post, courier, telephone and email.
•    Patient relation representatives are supposed to schedule patient's appointments, completing non clinical reports, insurance forms, etc.
•    They are responsible for the readiness of the reception area for each working day and have all front desk activities fully operational at the start of their shift and this includes maintaining stationery stocks including Insurance Claim forms.
•    Provide liaison with hospital staff.
•    Determine the financial status of patients and their eligibility for health services, assist patients in accurately completing appropriate forms and documents for the required information.
•    ER and PCC patient relation representatives collect and deposit fees according to protocols, prepare and balance daily financial registers and submit all forms and fees to the accounts department.
•    Have to perform any other administrative duty as directed by a patient relation manager.
•    Maintain practice appearance standard.

Responsibilities

Position Requirements/Qualifications

•    A minimum of high school diploma or an equivalent degree is required. 
•    Previous experience in a medical practice environment is a must as well as willingness to learn
•    Microsoft Excel and Word experience is a must and 35 WPM is sufficient.
•    Should have a warm outgoing personality, excellent telephone etiquettes, and ability to work well under pressure, ability to work accurately and efficiently, ability to interact effectively and in a supportive manner with persons of all backgrounds.
•    Knowledge of more than one language.
•    Knowledge of billing procedures
•    Self development: participate in internal orientation, mandatory, ongoing education programs.
•    Attend external conferences, workshops, seminars  and courses that will enhance and maintain a current knowledge base 
•    Works day or night shift as per the duty roster of the designated department
•    The employment  terms and conditions for this position are specified in the individuals Employment Contract
 

Position criteria Other Skills/Abilities

•    Ability to follow oral and written instructions. 
•    Excellent communication skills are required to communicate orally in a clear, concise manner with employees, physicians, administration, the medical staff, and the public. 
•    Must possess a pleasant speaking voice. 
•    Skill sets to work in a fast-paced environment with frequent interruptions. 
•    Skill with telephone and switchboard equipment. 
•    Knowledge of office equipment to assist with routine office assignments.