Patient Affairs Specialist - Healthcare (Al Barsha 2 - Grove Mall)

Job Summary

The Patient Affairs Specialist will be the first point of contact for patients, ensuring smooth and efficient front-desk and CRM operations. This role involves welcoming and assisting patients, managing appointments, handling inquiries, supporting the Contact Center as required, and coordinating with medical teams to provide seamless care. The ideal candidate has a strong customer service background, preferably in healthcare or hospitality, with excellent communication and organizational skills.

Duties and Responsibilities

1. Front Desk & Patient Reception

• Welcome, greet, and assist patients with a warm and professional approach.
• Manage patient check-ins and check-outs, ensuring a smooth and efficient experience.
• Provide essential information about the clinic’s services, policies, and procedures.

2. Appointment & Scheduling Management

• Coordinate patient appointments, ensuring optimal scheduling for doctors and specialists.
• Manage appointment confirmations, reminders, and follow-ups to minimize no-shows.
• Update and maintain accurate patient records in the electronic medical records (EMR) system.

3. Patient Experience & Support

• Serve as the primary contact for patient inquiries, concerns, and requests.
• Assist patients with insurance verification and billing inquiries.
• Provide clear guidance on clinic workflows, procedures, and digital health tools.

4. CRM Management & Contact Center Support

• Oversee CRM (Customer Relationship Management) system operations, ensuring accurate data entry and follow-ups.
• Support the Contact Center when required, ensuring efficient patient communication and inquiry handling.
• Help implement and enhance CRM workflows to improve patient engagement and satisfaction.

5. Administrative & Operational Support

• Maintain front-desk efficiency by managing daily administrative tasks.
• Ensure a tidy, organized, and welcoming reception area.
• Collaborate with medical and operations teams to optimize patient flow and minimize wait times.

6. Coordination & Communication

• Act as a liaison between patients, healthcare providers, and administrative teams.
• Ensure effective internal communication to support seamless patient care.
• Handle confidential patient information in compliance with data protection regulations.
• Understand, follow, and support all hospital infection control programs.

Requirements

• Bachelor’s degree in Healthcare Administration, Business, Hospitality, or a related field is preferred.
• 2+ years of experience in a front-desk, patient affairs, or customer service role (preferably in healthcare or hospitality).
• Excellent communication and interpersonal skills, with a patient-first mindset.
• Strong organizational and multitasking abilities in a fast-paced environment.
• Proficiency in electronic medical records (EMR) systems, CRM software, and appointment scheduling tools.
• Fluency in English (Arabic is an advantage).