Receptionist

Receptionist

Department: Front Office / Patient Services
Reports To: Clinic Manager / Operations Manager / Medical Director
Location: UAE (DHA / SHA Licensed Healthcare Facility)

Job Summary

The Receptionist is responsible for providing professional front-office services and ensuring an exceptional patient experience from registration through appointment completion. The Receptionist serves as the first point of contact for patients and visitors while maintaining confidentiality, professionalism, and compliance with DHA, SHA, MOHAP, and facility policies.

The Receptionist shall support patient registration, appointment scheduling, insurance verification, billing coordination, medical record management, and effective communication between patients and healthcare professionals.

Key ResponsibilitiesPatient Reception & Registration

• Welcome patients and visitors professionally and courteously.
• Verify patient identity using approved identification documents.
• Register new patients and update existing patient demographic information accurately.
• Ensure all patient information is entered correctly into the Electronic Medical Record (EMR) system.
• Obtain required registration forms and patient acknowledgements.
• Ensure patient information remains accurate and up to date.

Appointment Management

• Schedule, confirm, cancel, and reschedule appointments.
• Coordinate physician schedules efficiently.
• Minimize patient waiting times.
• Inform patients regarding appointment preparation requirements.
• Manage walk-in patients according to clinic policy.
• Maintain daily appointment schedules.

Insurance & Billing Support

• Verify insurance eligibility before appointments.
• Obtain necessary referral documents or pre-authorizations when applicable.
• Inform patients regarding consultation fees, insurance coverage, and non-covered services.
• Collect payments and issue official receipts according to facility procedures.
• Reconcile daily cash and payment transactions as required.

Medical Records & Documentation

• Maintain accurate patient registration records.
• Ensure proper filing and retrieval of patient documents.
• Scan and upload required documents into the EMR.
• Maintain confidentiality of patient information.
• Process medical record requests only in accordance with authorized policies and applicable regulations.

Patient Communication

• Answer telephone calls professionally.
• Respond to patient inquiries regarding appointments and clinic services.
• Direct patients to the appropriate department.
• Provide clear information regarding clinic policies, operating hours, and required documentation.
• Handle patient concerns politely and escalate complaints appropriately.

Administrative Responsibilities

• Maintain an organized reception and waiting area.
• Monitor appointment flow and coordinate with clinical staff.
• Manage incoming and outgoing correspondence.
• Maintain adequate stock of reception forms and office supplies.
• Prepare daily patient lists and reports as required.

Infection Prevention & Safety

• Follow infection prevention and control policies.
• Maintain cleanliness of the reception area.
• Follow hand hygiene protocols.
• Recognize emergency situations and immediately notify clinical staff.
• Participate in emergency response procedures as directed.

Regulatory Compliance

• Protect patient confidentiality and privacy.
• Follow DHA, SHA, MOHAP, and facility policies.
• Verify patient identity before registration and document release.
• Ensure patients receive information regarding their rights and responsibilities.
• Maintain professionalism and ethical conduct at all times.
• Participate in mandatory training and competency assessments.

Qualifications

• Diploma or Bachelor's Degree in Business Administration, Healthcare Administration, Hospitality, or a related field.
• Minimum one (1) to two (2) years of receptionist or customer service experience.
• Previous experience in a UAE healthcare facility is preferred.
• Experience using Electronic Medical Record (EMR) systems is preferred.
• Proficiency in Microsoft Office applications.

Required Skills

• Excellent verbal and written communication.
• Customer service excellence.
• Appointment scheduling.
• Medical reception procedures.
• Insurance verification knowledge.
• EMR proficiency.
• Cash handling and billing support.
• Telephone etiquette.
• Organizational and multitasking skills.
• Professional appearance and conduct.

Core Competencies

• Patient-centered service.
• Professionalism.
• Confidentiality.
• Attention to detail.
• Teamwork.
• Time management.
• Problem-solving.
• Adaptability.
• Cultural sensitivity.
• Ethical conduct.

Key Performance Indicators (KPIs)

• Patient satisfaction score.
• Registration accuracy.
• Appointment scheduling accuracy.
• Waiting time compliance.
• Telephone response time.
• Documentation accuracy.
• Billing and payment accuracy.
• Compliance with confidentiality requirements.
• Attendance and punctuality.
• Compliance with mandatory training.

Professional Conduct

The Receptionist shall:

• Treat all patients with courtesy, dignity, and respect.
• Maintain patient confidentiality at all times.
• Demonstrate professionalism and integrity.
• Respect cultural and religious diversity.
• Work collaboratively with physicians, nurses, and other healthcare professionals.
• Comply with all facility policies and UAE healthcare regulations.
• Maintain a clean, organized, and welcoming reception environment.

Work Location: In person