Clinic Support Assistant

• DUTIES AND RESPONSIBILITIES

  • Take care of the patients from the time they call till they finish their medical checkup and go back.
  • Advocates patients’ and their families’ rights and responsibilities, confidentiality, information and education.
  • Develop and maintain the feedback/complaint procedure for customers to use and receive redressal.
  • Visit inpatient ward patients on daily basis.
  • Should be capable of solving problems, effective communication strategies and conflict resolution.
  • Communicate all information to front office personnel and Physicians regarding Patient.
  • Greets patient or/and their family and find out the nature of their service requirement clearly over phone.
  • Depending on the same block appointments with the concerned specialists/consultants so that the Customer will not have any hassle in completing their hospital visit.
  • Provide information to assist patient or refer them to appropriate contacts, either in the organization or elsewhere as per the Physicians directions.
  • Expedite flow of visitors/patients and ensure that each person receives outstanding customer service by providing a friendly environment.
  • Provide information about medical insurance coverage to patients.
  • Keeps accurate records of discussions or correspondence with customers.
  • Write reports analyzing the quality of customer service.
  • Performs other related duties incidental to the work described herein as and when assigned by the higher authorities.
  • Comply with all OSH and infection control policies, standards and procedures and cooperate with hospital management to comply those requirements.
  • Work accordance with the documented OSH procedures and instructions, specific responsibilities.
  • Be familiar with emergency and evacuation procedures.
  • Notifying OSH Hazards, incidents, Near misses and issues and assistance with the preparation of risk assessments, incident reports.
  • Comply with Waste management procedures and policies.
  • Attend applicable OSH/Infection control training programs, mock drills and awareness programs.
  • Use of appropriate personal protective equipment and safety systems.
  • To follow appropriate international guidelines, DHA regulations & Joint Commission International norms while treating or managing patients as well as while discharging their professional duties.

DUTIES AND RESPONSIBILITIES

• Manage patient care from initial call through completion of medical checkup and departure.
• Advocate for patients’ and families’ rights and responsibilities, ensuring confidentiality, information sharing, and education.
• Develop, implement, and maintain customer feedback and complaint resolution procedures.
• Conduct daily visits to inpatient ward patients.
• Demonstrate strong problem-solving, effective communication, and conflict resolution skills.
• Communicate all relevant patient information to front office staff and physicians.
• Greet patients and/or families and clearly identify service requirements over the phone.
• Schedule and coordinate appointments with relevant specialists/consultants to ensure a smooth hospital visit.
• Provide patient information or refer to appropriate internal or external contacts as per physicians’ instructions.
• Expedite patient and visitor flow while delivering outstanding customer service in a friendly environment.
• Provide information to patients regarding medical insurance coverage.
• Maintain accurate records of customer discussions and correspondence.
• Prepare reports analyzing the quality of customer service.
• Perform additional related duties as assigned by higher authorities.
• Comply with all Occupational Safety & Health (OSH) and infection control policies, standards, and procedures.
• Work in accordance with documented OSH procedures, instructions, and assigned responsibilities.
• Be familiar with emergency and evacuation procedures.
• Report OSH hazards, incidents, near misses, and assist with risk assessments and incident reports.
• Comply with waste management policies and procedures.
• Attend required OSH and infection control training programs, mock drills, and awareness sessions.
• Use appropriate personal protective equipment (PPE) and safety systems.
• Adhere to international guidelines, DHA regulations, and Joint Commission International (JCI) standards in all patient-related and professional duties.

QUALIFICATION, LICENSURE, EDUCATION, EXPERIENCE, SPECIAL SKILLS

Graduate in any discipline.

• Minimum 3 years of experience handling patients in a hospital environment.
• Proficient in technology applications, including basic MS Office (Word, Excel, PowerPoint), MS Outlook, and internet browsing.
• Demonstrates exceptional interpersonal skills, maturity, and sound judgment; able to communicate professionally with a diverse range of individuals, with superior telephone etiquette.
• Patient-focused, service-oriented, compassionate, and understanding.
• Strong organizational skills with the ability to manage multiple responsibilities under pressure while maintaining composure.
• Reliable, punctual, dependable, and responsive.
• Excellent command of written and spoken English; knowledge of Arabic is an advantage but not mandatory.