Guest Services Officer (Emirati talent)

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