As the Patient Relations Officer and a member of the UOS Center of Diabetes team, you are expected to deliver an exceptional patient experience by managing day-to-day front desk operations, patient registration, and appointment scheduling. This role acts as a primary liaison to resolve patient inquiries and complaints efficiently, manages front-end financial and insurance coordination, and maintains the absolute confidentiality and accuracy of patient data in alignment with the department's policies.

Main accountabilities & expectations

1.Serve as the primary point of contact for patients and guests; explain the department's policies, procedures, and services clearly, and accurately address inquiries regarding physicians and healthcare services.

2.Refer patients to appropriate healthcare services or resources, and escort guests and VIPs on formal orientation rounds of the facilities.

3.Investigate and respond to patient complaints regarding services or staff, ensuring timely and empathetic resolution; follow up and present analysis reports to the Patients' Complaint Committee.

4.Maintain a welcoming, safe, and secure environment of care for all patients, families, and visitors.

5.Manage patient scheduling for doctors, clinics, and laboratories; proactively confirm or remind patients of upcoming appointments and promptly communicate cancellations or schedule modifications to relevant medical personnel.

6.Efficiently register new patients in the Axium System, ensuring accurate data entry from the initial touchpoint.

7.Maintain up-to-date and accurate patient records by capturing, verifying, and updating personal, medical, and financial information.

8.Retrieve and distribute medical records securely to physicians, technicians, or other authorized medical personnel upon request.

9.Strictly safeguard the confidentiality of all medical records and sensitive patient information in accordance with institutional standards and healthcare regulations.

10.Process and record patient charges, monitor credit extended to patients, and collect payments efficiently.

11.Expedite third-party claims and liaise directly with insurance companies to verify coverage, pre-authorizations, and claim statuses.

12. Compile financial data and conduct financial analysis assessments for uninsured patients to establish feasible payment arrangements aligned with institutional policies.

13.Track operational metrics, including patient volume, new admissions, and complaints, to compile comprehensive reports, analyses, and statistics as requested by management.

14.Continuously review and maintain a thorough understanding of all relevant organizational policies and procedures to ensure daily tasks are executed accurately and in compliance with the department's standards.

15.Execute additional professional duties and departmental initiatives as assigned by the Line Manager, ensuring high-quality delivery within established timelines.

Required Skills

d Excellent oral and written communication skills and the ability to prepare professional documents, in both Arabic and English.

Excellent working knowledge of personal computer applications with an emphasis on MS Office applications such as Excel, Word, a.nd Teams.

Familiarity with Electronic Medical Records (EMR) or Patient Management Systems (experience with Axium System or similar clinic software is a strong plus).

Strong attention to detail with the ability to accurately input, update, and retrieve patient registration, medical, and billing information.

Basic understanding of medical insurance claims, pre-authorization concepts, and front-desk cash handling/billing procedures.

The ability to interact patiently, compassionately, and professionally with patients and families who may be stressed or anxious.

A calm demeanor with foundational problem-solving skills to handle initial patient complaints before escalating them to management or the committee.

Capability to handle a busy reception environment, balance phone calls, manage walk-in patients, and handle administrative paperwork without compromising service quality.

Desirable Requirements

Minimum of a bachelor's in business administration, Healthcare Administration, Public Relations, or a relevant discipline.

2-4 years of UAE experience in a similar role, preferably in healthcare institutions.

Priority is to UAE Nationals.

Job Location

University of Sharjah (Main)

Job Criteria

Gender

, Male, Female,

Qualifications

Bachelor's degree/higher diploma

Relevant Experience

Living In UAE

Yes

Nationality

, All,

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