Guest Services Officer (UAEN)

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.

Amana Healthcare is a leading long-term care and rehabilitation provider in the Middle East and GCC, and the region’s pioneer in post-acute care services. It offers comprehensive long-term care, post-acute rehabilitation, transitional care, and home healthcare. As part of the M42 network, Amana is dedicated to delivering high-quality, patient-centered care tailored to the needs of individuals requiring complex or extended recovery support.

The Guest Services Officer, reporting to the Supervisor of Patient Access Services, is responsible for delivering front‑line support to patients through pre‑registration, registration, scheduling, patient identification, cash collection, and insurance eligibility processes. This role serves as the primary customer‑service touchpoint for patients both in person and over the phone. The Guest Services Officer works closely with patients, families, physicians, and nursing staff to ensure a smooth and professional experience while maintaining full compliance with DOH, DHA, and Joint Commission International (JCI) standards.

Responsibilities

• Greet, welcome, and positively identify patients upon arrival, ensuring accurate verification of Emirates ID and required documentation.
• Complete patient registration using thorough interview techniques, capturing 100% accurate demographic, insurance, and eligibility information in the EMR.
• Secure all required patient signatures, provide Patient & Family Rights and Responsibilities, and ensure full compliance with payer and regulatory requirements.
• Manage scheduling activities, including booking and confirming appointments, conducting reminder calls, and coordinating follow‑up visits and discharges.
• Deliver high‑quality customer service by assisting patients and families with inquiries, updates, and concerns, while maintaining professionalism and confidentiality at all times.
• Handle administrative and communication tasks such as answering calls, routing messages, coordinating with clinical teams, and supporting smooth clinic flow.
• Perform cash‑handling duties including collecting co‑pays and deductibles, posting payments, issuing receipts, reconciling daily collections, and adhering to financial policies.

Qualifications

• Bachelor’s degree or vocational/technical qualification, with a degree substituting for up to two years of experience
• Minimum of 2 years’ experience in a similar operational or customer‑facing role
• Strong attention to detail with solid analytical and problem‑solving abilities
• Excellent communication skills in English and Arabic, with cultural sensitivity when interacting with patients